Identifying Customer Incidents with High Propensity for Remote Resolution Allows Cable and Broadband MSOs to Cancel a Greater Percentage of On-Site Visits
To the extent that a greater proportion of truck rolls can be avoided through an intelligent analysis process, companies with field service can generate major savings. When on-site service calls are avoided, not only do service costs go down, it also translates into better customer experiences as problems are resolved more quickly.
This white paper from OnProcess Technology examines the challenges cable and broadband MSOs face while trying to reduce truck rolls and how the success of current techniques has reached its maximum potential. The paper also presents a unique new methodology for proactively identifying conditions that indicate when truck rolls can be prevented—an approach that requires advanced data analytics as well as leveraging innovative customer-interaction techniques.