Field
Service

To bring added value to our clients, we tailor our processes, human resources, and materials to the constant changes and new requirements.

FIELD SERVICE

We are a national benchmark when it comes to Field Service. Our capacity has grown strategically to cover all of mainland Portugal and the islands, which has allowed us to evolve and garner new clients from the most varied sectors.

A new service of installations with ambitious deadlines, as well as one-off and continuous installation services, are part of our routine.

To bring real advantages to our clients, we tailor our processes, human resources, and materials to the constant changes and new requirements. The need to remain competitive and dynamic led us to develop our own application, which supports all aspects of Field Service activity, including logistics, in an integrated and adaptable way.

Implementation

During the implementation process a project goes through several phases.
Each phase is meticulously planned and executed by our technical team and coordinated by a project manager, who also assumes the role of liaison with the client.

SITE SURVEY

In this phase the existing conditions at the installation site are checked and surveyed. Tasks such as testing and certification of structured cabling, and other tasks necessary for site preparation, are also performed.

STAGING

The projects require the preparation, configuration, and testing of equipment. These tasks are usually performed in our laboratories.

INSTALLATION

Field Service teams receive a work order with project specifications in order to install the equipment at the site.

COMMISSIONING

After installation, configuration is performed and operational tests are carried out on-site.

INTEGRATION

It is the design phase where the various components of the solution are integrated with the client’s infrastructure.

ACCEPTANCE

In this last phase, the tests are performed with the client, in order to complete the installation.

Support and Maintenance

Wondercom provides efficient Support and Maintenance services:

CORRECTIVE MAINTENANCE

We restore the equipment or software to the correct operating conditions, whenever failures occur, respecting the times agreed upon with the Client for the resolution of the malfunction.

PREVENTIVE MAINTENANCE

The goal is to predict the occurrence of situations that jeopardize the operation of the installed solution, thus allowing our support teams to plan and execute corrective actions in a timely manner.

REMOTE MONITORING AND SUPPORT

We provide a remote monitoring and support service whose mission is to ensure the return to normal operation of our clients’ services as quickly as possible, minimizing the impact on their business. This service is provided by Wondercom’s technical teams and failures can be reported via e-mail or portal. This service is available 24x7x365.

ON-SITE FIELD SUPPORT

Field Service teams will go to the client’s premises to repair the malfunction and thus restore the service to its proper functioning.

SLA-BASED SERVICE REPLACEMENT

In order to guarantee the quality of the service to the client, Service Level Agreements (SLA’s) are agreed upon with the client. Wondercom offers a range of options for corrective technical assistance.

SPARES MANAGEMENT

We offer a service that covers quantity control, replacement of all components needed for the interventions, warranty control of all material, testing, and conditioning of the client’s uninstalled equipment.

OUR FIELD SERVICE NUMBERS

460
FIELD SERVICE TEAMS THROUGHOUT THE COUNTRY
260,000
FIELD SERVICE INTERVENTIONS PER YEAR
9
OPERATIONAL CENTERS AND WAREHOUSES

TESTIMONIES

Wondercom performs and manages a set of activities for Vodafone's business area, which allow us to increase customer satisfaction and ensure the quality of the services delivered. It is the quality and performance of Wondercom's teams on the field that guarantee the installation of the access points and the configuration of the routers that support the fixed voice and internet services delivered across mainland Portugal, as well as in the Azores and Madeira.

More recently, Wondercom provided added value in ensuring the availability of Vodafone services, by taking on the network integration and management of Vodafone business customers and ensuring the installation, configuration and management of dedicated Wi-Fi networks.

Vasco Cruz GomesDirector of Vodafone Portugal Business Solutions