Opportunities were identified that led to the following achievements:

• Reduced installation and service scheduling windows from 5 to 2 hours
• Met the Dispatch 95% standard for % calls answered in less than 20 seconds with 30% greater call volume than planned
• First contact work order completion improvement, from <85% to >90%
• Implemented same day response to “no pix” if received by 3pm
• Reduced the cost per work order by 15%
• 72% reduction in overtime
• 30% gain in field service productivity
• 20% gain in dispatch productivity

Alliant Consulting trained and guided client-staffed assessment and implementation teams along with line managers and staff to achieve these results. Key changes identified and implemented include:

• Simplified the work order fulfillment process to eliminate redundancies, increase accountability and drive increased customer service, quality, productivity and improve overall resource utilization
• Centralized the dispatch function to increase coverage and service with less staff and improved staff and supervisory skills and practices
• Identified and supported implementation of upgraded workforce scheduling technology
• Centralized Network Operations Center (NOC)/Outage function and integrated it with Dispatch to support Technical Operations and Engineering thereby improving overall customer service
• Defined “world class” service and quality standards of performance for work order fulfillment across the Technical Operations
• Redesigned the role of supervisors, significantly increasing their interaction with staff in the field and on the floor, providing direction and support to achieve new performance standard
• Balanced hours of operation across all functions supporting Technical Operations (IT, Accounts Receivable, Direct Sales, Customer Service, Warehouse and Engineering) to support first contact resolution on service calls
• Implemented a communication program that fosters cross-departmental planning, coordination and accountability, utilizing “key indicator” performance reporting as the basis for discussion/decision-making
• Trained management and staff to effectively achieve ongoing performance improvement