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
Testimonials

"I also wanted to say thank you again. In case CJ didn't tell you I was promoted to Project Manager on Catalyst. And I have you, Linda, Rick, and Sherwin to thank for this. You all assisted me in seeing areas of improvement that I needed to focus on so I thank you all for that. I have grown and changed so much in the last year and you all at Alliant are to thank for this improvement in my life! So hats off to all of you."

Project Team Member - National Healthcare Provider

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