appliedlogx, a leading provider of communication infrastructure engineering, procurement and installation services to the telecommunications industry, has launched Virtual Operations Services (VOS), a web-based operations support platform designed to help telecommunications, cable and VoIP service providers deliver comprehensive services to the residential and business marketplace.

“Installation services have primarily been delivered by the internal staff of service providers due to operational and logistical challenges,” says Rob Cash, CEO, appliedlogx (www.appliedlogx.com). “VOS overcomes those challenges through a robust, web-enabled application that manages the entire process, from initial order processing to equipment ordering and tracking through installation and turn-up to ongoing customer service.”

Because traditional last-mile support typically required a physical presence to handle installation, trouble-shooting and ongoing customer service, outsourced installation providers were limited by their geographic scope. However, today’s advanced telecommunication technologies mean installation and repairs can often be handled remotely. VOS manages that process and, when on-site work is required, provides immediate access to a nationwide network of highly qualified technicians.

The VOS core engine is comprised of four key components:

• Order Management, a web-based ticketing program that creates service orders, provides auto-cost calculations and instant dispatch visibility, as well as manages in-process orders. The Order Management tool tracks items serviced and parts/labor used on an order, tracks exchanges for customer inventory and manages quality control.
• Equipment Fulfillment, which provides online ordering capabilities, order tracking, multiple location tracking and purchase order status, and manages existing vendor relationships. The Equipment tool records automatic transfer per location, tracks serial numbers and MAC addresses, tracks login and passwords and delivery assemblies and kits.
• Installation/Deployment, which captures all user information, manages parent-child relationships, provides quick information for deployment and manages a delivery flow based on FOC dates and CPE delivery. Through the Installation tool, users can quickly dispatch experienced technicians who possess all the current certifications and who have committed to following the appliedlogx Scorecard System, which measures and monitors each process and provides the feedback that is essential to successes.
• Customer Service, which provides Tier One and Tier Two customer support, including the ability to conduct remote configurations and remotely capture call information on demand for analysis and repair. The Customer Service module also manages billing and finance, inside sales and quality control.

VOS installation service offers flat rate pricing to its customers – a telecommunication industry first. It also provides a knowledge base to improve troubleshooting and decrease truck rolls. VOS service components can be purchased individually or as a complete operations platform.

“VOS users benefit from increased efficiency in responding to customer issues as well as the quality of service derived from our nationwide coverage ability,” says Cash. “It’s a turnkey solution for any traditional and non-traditional telecommunication service provider wishing to reduce operating costs, increase geographic reach and enhance the quality of their customer service.”