The client partnered with eClerx to develop a program that would help improve their overall customer satisfaction while also reducing operational costs tied to accidental truck rolls. Establishing a dedicated team to manage technician and customer interactions, eClerx improved their customer appointment completion by ~10%, while also improving their customer advocacy save rates by ~12%.

Headquartered in the United States, this leading multichannel video programming (MVPD) and satellite services distributor provides cable television and over-the-top video services to customers. As one of the top five MVPD distributors in the US, their organization serves close to 9 million subscribers across the country.

Being at the forefront of entertainment for several decades, their brand is committed to providing unparalleled experiences for their customers as the media landscape continues to evolve.

The challenge

For telecom organizations, customer support operations are pivotal, not only to ensure customer satisfaction, but also to handle issues with equipment or services without spending more resources than necessary.

Due to gaps in communication, our client began to face both declining customer satisfaction and a sharp increase in operational costs. Their customers often requested to cancel, reschedule, or place repair jobs on hold while technicians were either already on-site or on their way. As these situations became more common, technician efficiency and customer experience (CX) scores began to decline, with the client spending large amounts of money on repeat technician visits and wasted tech quotas.

To prevent any further expenses and dissatisfaction, the client looked for an experienced CX and field service partner that could to improve the communication between their dispatch teams, technicians, and customers ahead of these jobs.

Accidental truck rolls:

• Increase in last-minute customer requests to cancel, reschedule, or ask for new technician appointments
• Led to a significant jump in operational costs and a sharp decrease in technician efficiency

Lack of proactive CX processes

• Support teams could only react to customer issues after they became a problem
• Resulted in agents only capable of ensuring problems wouldn’t get worse, rather than solving them before they became an issue

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.

After speaking with the client, eClerx’s Customer Experience experts leveraged its global process excellence to establish a comprehensive customer advocacy program for the client’s organization. This program was designed to solve the client’s primary issues, such as:

• Improving overall customer satisfaction and service experience, while also reducing last-minute cancellations, reschedules, and on-hold requests when technicians are already on-site
• Increase same-day completion rates and optimize technician productivity ​
• Minimize repeat visits and operational costs through better customer and technician coordination

To do this, eClerx created a dedicated team responsible for managing technician and customer interactions. First, the client’s technicians would contact eClerx’s Subject Matter Experts (SMEs) via instant messaging tool before the job to confirm details such as the appointment date and time, as well as the reason for the visit. From there, the SMEs would record this information and contact the customer to ensure this information was correct. Once contact is made with the customer and any specific details about the visit confirmed, the SMEs would communicate any changes or other important details back to the technician.

This comprehensive process would ensure both the technician and customer were properly informed about the visits ahead of time, ensuring less canceled appointments occurred and that technicians were able to bring the proper equipment and tools to reduce the chance of a repeat visit.

The results

After the first year of its implementation, eClerx’s customer advocacy team provided significant results to the client’s organization.

The results included:

• ~12% average appointment “Save Rate” realized
• ~10% improved customer appointment completion
• 100% Customer Account notation

Impressed with the consistent efforts and results provided by our team, the client decided to expand eClerx’s customer advocacy program across their other businesses to bring similar success stories to the rest of their organization.

Talk to our experts

Let's talk