Customer Success Stories
Leading Telecommunications, Media and Entertainment Company
Challenges
- How to provide insight into Dispatch and Field Service performance
- Ensure high levels of customer satisfaction not just through the Dispatch centers, but also in field service calls to customers
- Ensure service level agreements, which delivers customer satisfaction and cost savings
- Monitor, forecast and manage customer call center and field service activity levels and resource demands for funding, resource allocation, performance management and strategic planning
NetCharts Solution
NetCharts provides intuitive and easy to understand charts and dashboards for call center operations and management. Based on the visibility provided by NetCharts, executives can now easily track and measure key performance metrics such as service level agreements and call dispatch performance.
Specifically, when a customer calls requesting an estimated time of arrival (ETA) for their scheduled appointment, the call center logs the request. The customer ETA request is then picked up and processed by dispatch. Dispatch must then provide the ETA to the customer – within the established service level agreement (SLA) guidelines. The SLA requires dispatch to return the call to the customer within 30 minutes. If on the first attempt dispatch could not reach the customer, a second attempt must be made within a total elapsed time of 60 minutes.
NetCharts visually presents the SLA metrics depicting dispatch’s ability to meet the SLA requirements. So, by leveraging NetCharts to easily, quickly, and accurately show customer appointment windows and bookings, SLA metrics have seen significant improvements over the past two months and we are on target to meet our goal at the end of this month.
But perhaps more importantly, NetCharts provides the ability to drill into the 10% of appointments that are not met within service level agreement policies. This ability to identify customer call specifics, technician issues, and other details ensures processes and procedures are tuned to achieve even higher levels of customer satisfaction.
Visual Mining Value
According to the Director of Enterprise Technology, Visual Mining's NetCharts Server was selected after a careful competitive review because "NetCharts capabilities are more expansive, yet at the same time more intuitive than others solutions."
"Unfortunately, we really can't comment on Visual Mining support.... We haven't had a single support ticket in more than five years," said the Director. "NetCharts just works."
Going forward, there are plans to expand NetCharts to help provide visibility to the partner relationship management system. Additionally, there are plans to leverage NetCharts on mobile devices so field personnel can easily and intuitively log paperless work orders and provide job duration and travel time estimates.