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A Customer-Centric Approach to Service Dispatch Operations
How can you reduce avoidable field service truck rolls that impact customer experience?
Aberdeen Group notes that 29% of all dispatches and truck rolls are for issues that could be resolved without deploying onsite support…
Reducing avoidable and repeat dispatches has an immediate impact on your operations costs, but it also drives dramatic, measurable improvements to customer satisfaction, loyalty and profitability. Leading cable and utility companies are applying customer experience analytics (CEA) to connect data from CRM systems, call centers, scheduling/dispatch tools and mobile field devices with outcomes like CSAT scores and customer attrition for powerful insight into the most critical areas affecting field service efficiency.
- A leading cable provider is currently leveraging CEA to analyze service order and truck roll activity -- in less than 2 weeks they identified thousands of avoidable and repeat dispatches stemming from issues with specific cable equipment and ineffective remote troubleshooting totaling $12M annually
- A South American service provider discovered that customers who experienced 2 or more service visits within their lifetime had substantially higher repeat call rates and were twice as likely to churn within 6 months of field service activity – they will use CEA to predict at-risk customers with similar behaviors to target for exclusive retention offers