Pelephone is a mobile carrier. It runs service and repairs across Israel, and it is part of the Bezeq group.
This project is about faults at network sites. There are thousands of them. A regional desk handles them, and contractors go out to the field.
The Challenge
They already had a way of working. A desk for each region, contractors, and systems of their own.
What they did not have was one place to see whether a fault was actually closed. A contractor could go out, and the desk did not always know if he had finished. A fault could come back a week later, and nobody connected the two visits. Quote approvals and costs moved through WhatsApp, email, and phone calls.
The Solution
We sat with them for a few weeks and learned how they work today. We wrote the spec together, and built it on monday.com.
They went live with a pilot. The contractors said what did not work for them, and we changed the system to match. Then we ran training across the country, for every role.
We did not hand the contractor the whole of monday. We built him a short form, and he keeps it as a shortcut on his phone. From there he confirms that he saw the call, and updates from the field.
Technologies
We listened, then we changed it
Before building, we sat with the people who run the work. We heard how a fault opens, who assigns a contractor, and what had to stay in the systems they already run.
After the pilot, the contractors said what did not work in the field. We did not leave the system as it was on paper. We changed it from what they said, and then we trained teams across the country.
The form on the home screen
The contractor does not open the whole system. He has a short form, saved as a shortcut on his phone. He confirms that he saw the call, and updates from the field.
When parts are needed, a work order goes out. With that number he pulls parts from the warehouse. If the site needs an entry arranged in advance, that sits on the same call.
The systems that stayed
Faults come in from the system that sends them, and from forms filled by employees and contractors. Site details come in at night, and only the changes.
The type of fault sets how soon it has to be handled. The call shows the next step, and who is supposed to do it.
Results
Their systems stayed. The system that sends faults still sends them. The site system updates at night, and only what changed.
In monday you see the work: who was assigned, whether a work order went out, whether someone got into the site, and whether it was closed.