Case study | 4 mins read
The client partnered with eClerx for support in decreasing the amount of unnecessary truck rolls created by their internal agents. Leveraging the automation and field service expertise of the Virtual Tech team, eClerx was able to deliver approximately 5.5 million in truck roll savings, as well as a 97% success rate on customer resolutions.
Headquartered in the United States, this leading telecommunications provider offers cable television, broadband internet, and phone services to customers. As one of the top ten largest cable operators in the country, their organization delivers service to customers
Being at the forefront of entertainment for several decades, their brand is committed to deliver the best possible service offerings for their customers at affordable prices, all without any interruption.
The challenge
Truck rolls are an essential service for any telecom organization, ensuring that their services operate appropriately, but that doesn’t mean that all truck rolls are inherently necessary. Oftentimes, customer issues are relatively simple enough to be solved remotely rather than requiring a technician be dispatched. If a technician is still incorrectly dispatched in these situations, it comes at the cost of an expense that otherwise could have been avoided, as well as impacting the satisfaction of customers having to wait days for a simple fix.
For our client’s organization, a rise in incoming customer orders also resulted in the creation of numerous avoidable truck rolls. Unable to spare additional bandwidth in the wake of increased interactions, their internal agents began to create support tickets for service issues that otherwise could have been solved remotely. This in turn placed noticeable strain on technicians, giving them an influx of unnecessary jobs that also significantly increased wait times for customers.
To prevent any further expenses and customer dissatisfaction, the client sought an offshore vendor to provide efficient and accurate troubleshooting and insight generation support in an effort to reduce their current truck roll volume.
Large order volumes:
- Increase in order volumes left agents without any bandwidth to handle the additional technician appointments that needed to be created
- Left customers facing increased wait times for appointments, negatively impacting satisfaction
High operational costs
- Limited bandwidth led to agents creating truck rolls that could have been avoided
- Gradually added significant expense counts to field service operations, as well as reducing technician efficiency
Our strategy
With a proven record of field service success within the telecommunication’s industry, the client decided to come to eClerx for assistance in this growing issue. Once analyzing the drivers behind the strain put on both the client’s agents and technicians, eClerx brought on its Virtual tech team to introduce a proactive and compliance driven operational support model.
Leveraging a combination of automated workflows and field service expertise, the Virtual Tech program worked to resolve unnecessary truck rolls before they took place. Utilizing a rigorous troubleshooting process, identification of nodes with the highest tickets, and identifying unnecessary truck rolls on End-Of-Life devices, the team could not only prioritize jobs that need the most immediate help, but also quickly solve simpler customer issues remotely, significantly removing the chance for unneeded trips.
This approach not only freed up technicians and agents to focus on more intensive jobs that required their expertise, but also provides superior customer service at significantly lower cost to providers.
The results
Over the course of three years, eClerx’s Virtual Tech program provided significant results to the client’s organization.
The results included:
- 97% Success Rate on customer resolutions with ~3% repeats
- 55 Average hours saved from the time of ticket creation to the technician scheduled time
- ~5.5 million in truck roll savings
Impressed with the consistent efforts and results provided by our team, the client continued to leverage eClerx’s CX and field service expertise across the rest of their organization to ensure similar success stories.
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