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On average, 9% of installations and 10% of all first-time service calls will result in repeated calls. These recurring service problems amount to 10% of overall churn.
They take a toll on call center workload, truck roll costs, and the number of time technicians have to resolve in-home issues. In their rush to get to the next job, technicians often forget one or more steps—properly tightening connectors, verifying signal levels, or educating the customer on how to use their system. With most service providers still using manual workflow systems, technicians often resort to hastily scribbled shorthand notes in the margins of work orders that may never be flagged by a supervisor. The few cursory quality assurance checks that supervisors can make each day often occur days after the visit.
But there’s an elegant solution: field service management with custom workflows that ensure proper resolution. With this type of processing, field technicians can meet service providers' service standards and objectives before moving to the next appointment.
Solutions like the WorkAssure platform from CommScope also go a couple of steps further—automating data collection from every call and centralizing the information so that it’s easily accessible and reviewable by supervisors and dispatchers. The system helps service providers eliminate customer churn and unnecessary costs while processing inefficiencies by improving service call productivity, maintaining higher quality assurance levels, and enhancing oversight.
While automated service management platforms are not entirely new, today’s generation of solutions benefits from a much deeper understanding of how process automation improves the subscriber experience and the service providers' profitability. These improvements are now being documented, as platforms are deployed on a system-wide scale. Check out this recent white paper on the WorkAssure Platform for a great example.
Results like these show that automated service management solutions are an important tool for service providers to shore up their subscriber base. Ultimately, the challenge of improving customer service will require a substantive change at all levels of the organization. But adopting an automated service management approach provides an easy win, and it’s a good place to start.