Client

A leading Cable MSO serving disjointed markets with in-house and contract field service technicians.

Problem

With competitive pressures from satellite TV and the looming service demands of digital phone, the client needed to transform its field service operations to be even more strategic, customer focused, productive and quality consistent.

Approach

Pleasing existing customers and gaining new ones is crucial within the network, but customer retention costs can quickly spiral out of hand. To compound matters, the demands for technicians to handle the emerging digital phone business will drain the most productive employees from the video and data ranks.

In short order, XCD, in close collaboration with the client team, created a multi-pronged plan to reform the field service operations using the existing infrastructure and systems. The analytical approach will give management ongoing capabilities to make more intelligent decisions on methods improvement and consistency, routing efficiency, strategic use of contractors, effective up-sell processes, and a fair foundation for its pay-for-performance program.

Results

Once all the strategic initiatives are implemented, the client will be able to:

• Reduce field service costs
• Accelerate the return on investment of the work force management system
• Enable more business to be supported with the existing capital infrastructure
• Have a more strategic use of contractors
• Create a fair, positive environment for the techs to earn more with no risk to the labor budget