Alliant Consulting Aligning people, processes and metrics to meet your business goals.

IMPROVE CUSTOMER SERVICE AND QUALITY in a rapidly growing system offering a broad array of traditional and broadband services through numerous sites across a large, expanding metropolitan area

Project Focus

  • Cable TV Provider’s Technical Operations, Field Service Operations, Dispatch, and Network Operations Center
  • Assess operations and implement improvement measures
  • Identify, measure and improve customer service and quality performance related to work order fulfillment

Client Gains: Financial and Operating Benefits

  • Cut installation and service scheduling windows from five hours to two
  • Met standard of 95% calls answered within 20 seconds, with 30% greater call volume than anticipated
  • Completion of work orders at first contact rose from less than 85% to more than 90%
  • Implemented same-day response for “no picture” calls received by 3:00 pm
  • 15% reduction in cost per work order
  • 30% gain in field service productivity
  • Productivity gain of 20% in dispatch
  • 72% reduction in overtime

Key Changes that Supported Client Goals

  • Developed and trained assessment and implementation teams, including line managers and staff, to achieve results
  • Defined world class service and quality standards for work order fulfillment across the technical operations
  • Simplified work order fulfillment process to remove redundancies, improve resource utilization and productivity, increase accountability, and improve customer service and quality
  • Centralized dispatch functions to expand coverage and service with less staff
  • Upgraded workforce scheduling technology
  • Centralized Network Operations Center/outage function and integrated it with dispatch to better support technical operations and engineering
  • Redesigned supervisors’ role to significantly increase interactions with staff in the field and on the floor
  • Trained managers and staff to achieve new performance standards as well as ongoing improvements
  • Improved first-contact resolution of service calls by balancing hours of operation across all functions
  • Implemented a communication program to foster cross-departmental planning, coordination and accountability, using key indicator performance reports to guide discussions and decision-making