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.
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.
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Infosys deployed an advanced workforce management solution serving multiple regions and user groups across different time zones
Infosys implemented business-critical modules that helped the dispatcher center locate technicians in the field, schedule an appointment, and direct the nearest technician to a customer’s address.
The system updates the skills as well as the schedule of each technician to calibrate responses based on the complexity of the service request and availability of technicians.
Infosys undertook a business impact analysis through proofs-of-concept and contingency planning. We adopted change management, and prepared the enterprise using checklist reviews and training.
Infosys implemented an iterative testing strategy to address product and integration issues.
The pay TV service provider generated cost savings of US$ 20 million from automation and enhanced productivity over three years.
Solution streamlined dispatch center operations ensuring better dispatcher-technician communication, smarter utilization of technicians, reduced truck rolls, and faster turnaround.
It enhanced the user experience, registering an average 104% improvement across key performance indicators (KPIs).