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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.

Key Challenges

  • The 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.

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The Solution

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.

Streamlined workflow of dispatch / workforce management ensures better customer support

  • Developed a deployment playbook with sequence steps, active roles, timings, and entry / exit criteria
  • Automated deployment processes, including installation, configuration, and validation.
  • Automated server deployment across time zones minimized downtime in dispatch center operations.
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Benefits

The pay TV service provider generated cost savings of US$ 20 million from automation and enhanced productivity over three years.

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.

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).

It enhanced the user experience, registering an average 104% improvement across key performance indicators (KPIs).