SP Increases First Call Resolution and Eliminates Unnecessary Dispatches

Case Study

Our client operates a national field services organization with 16 million consumers across the United States. These technicians are supported by 10,000 customer service representatives distributed across multiple in-house and outsourced customer service contact centres.  Our focus was to empower the service representatives with the knowledge to drive quick, efficient and lasting resolutions to service issues.

CUSTOMER STATS

16 million subscribers 10,000 customer service reps

$80Mperyear Savings

In Avoided
truck rolls

“NO FAULT FOUND” VISITS

Virtually
ELIMINATED

and overall call
volume reduced

IMPROVED
CUSTOMER
EXPERIENCE

$80Mperyear Savings

In Avoided
truck rolls

“NO FAULT FOUND” VISITS

Virtually
ELIMINATED

and overall call
volume reduced

IMPROVED
CUSTOMER
EXPERIENCE

Challanges

Customer issues are triaged by service agents, who then take action to resolve remotely or engage the field team to take further actions. Field technicians were reporting a growing number of cases where they were unable to pinpoint the source of the problem at the customer location – a condition referred to as a ‘no fault found’.

This led to speculative replacement of costly equipment at the customer site, which often failed to resolve the underlying issue. Issues often returned, resulting in customer frustration and additional dispatch expenses.

Equipment swaps didn’t resolve the underlying issues, resulting in customer frustration and additional dispatch expenses.

We were brought in to help build the underlying knowledge that was hiding in the carrier’s data. They needed to drive faster, more lasting, resolutions to service issues.

– Michael Armstrong, Project Lead

Approach

The Mariner team studied the client’s operational data and workflows, concluding a real time analytics application could reduce unnecessary visits to the customer and enable a centralized team to resolve the issue at a much lower cost.

We developed a scalable analytics engine integrated into the client’s existing workflow, operations systems and data stores.

Performance data from network transport, end devices and the application are used to identify the root cause. This insight ensures the agent takes the correct remedial action with speed and accuracy. The need to transfer calls to multiple support teams is eliminated and a dispatch is only done when remote resolutions are unavailable. If a dispatch does occur, the ‘trouble’ insights are passed along to the field technician so they are just as efficient and accurate in their activities.

Benefits Achieved

$80M/year savings in avoided truck rolls

The customer realized an 8% reduction in the overall number of field technician visits to customer sites, resulting in savings of $80M/year

‘No-fault found’ visits were virtually eliminated and overall call volume reduced

The client freed up key resources to provide a pro-active and preventive service to their customers, thereby further reducing the volume and cost of incoming service requests while improving their flexibility to schedule the field technicians to serve customers who do require a site visit

‘Customer experience improved as issues were resolved more efficiently

A new operational process enabled to integrate the operations of contact centre, field technicians and centralized technical support teams to resolve customer issues more quickly at much lower cost

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