National Cable MSO Consolidation

CONSOLIDATE OPERATIONS across seven separate system locations serving over 500,000 customers without a hitch – in fact, with improvement – in quality, customer service and cost efficiencies

Project Focus

• Cable TV Customer Service, Dispatch, Field Services, Plant, Warehouse, and Sales Operations
• Assess seven locations and their operating processes, with the goal of smooth and effective integration
• Identify best practices for performance improvement
• Design and implement a consolidation master plan for each functional area, with detailed plans for each location
• Consolidate and integrate key systems and activities across the teams
• Ensure continuous service and quality through all transitional activities

Client Gains: Financial and Operating Benefits

• Objective review and master-planning for physical facility and ergonomic requirements; staffing, scheduling, and capacity requirements; policies, procedures, service and quality standards; and integration of systems, technologies and workflow practices
• Implementation plan, including integrated timeline for consolidation along with a detailed timeline map for each location; move completed on-time and on-budget
• Successful communication and implementation of streamlined and consistent practices and procedures
• Staff is better utilized and more productive, including a 20% improvement in processing customer requests
• 98% of inbound calls answered within 30 seconds; abandonment rate of less than 2%
• Customer-driven staffing with 95% next-day service call scheduling

Key Changes that Supported Client Goals

• Developed standardized, achievable performance goals
• Implemented streamlined and consistent practices and procedures
• Redeveloped processes and improved communication for both internal and external audiences
• Reduced processing errors through streamlining of procedures, training, and elimination of duplicated efforts

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