A leading provider of pay TV services in North America wanted its field force to deliver superior customer service. The company technicians needed to respond promptly after receiving service requests. Its field service scheduler managed more than...
35,000+customer appointments every day, with a team of more than 2,000 dispatchers and 15,000 technicians. The legacy workforce management solution required an upgrade to ensure agility in operations and prevent customer churn.
Infosys transformed the technology landscape and introduced automation to accelerate turnaround time for service requests. Our solution ensured better routing and scheduling by dispatchers, enhanced service delivery by technicians, and increased customer loyalty.