New Procedures Reducing Installation Times and “No Shows” Result in Excess of $10 Million in Savings

New Procedures Reducing Installation Times and “No Shows” Result in Excess of $10 Million in Savings

by | Jul 28, 2015 | Case Studies, Measuring Results

Reliable Reports and Metrics Improve Customer Service

In the initial phases of the telephony over Hybrid Fiber Coax, one of the largest Multi-System Operators (MSO) in the broadband industry knew they had issues with both customer installations and customer satisfaction, but lacked the ability to identify the extent of the problems or the reasons behind them. The organization called upon Cliintel to develop a system to capture reliable, actionable data and to assist them with interpretation of that data.

The Business Issue:

The corporate telephony field operations group at the MSO needed a better understanding of the total installation process. This group was receiving conflicting information around the daily installs from disparate markets across the United States, each of which were performing thousands of installs per day. Reporting was not standardized, and the accuracy of information was very much in doubt.

To manage the situation, the MSO needed to:

  • Identify which data was important to capture
  • Design a reliable means to obtain the data
  • Determine how to interpret the data

Management wanted to know the reasons for procedural problems during an installation, how long the installs were taking, and set a reasonable baseline a true time per task. Additionally, they wanted to find out the causes of the number of “no shows” for service appointments

As new procedures were adopted, installation times and “no shows” were reduced resulting in revenue generation in excess of $10M.

The Solution:

Cliintel worked with the MSO to identify and source all of the critical data points. This included creating Reason Codes to describe why an appointment was missed, cancelled or rescheduled. Additionally Cliintel resources created business rules for allocating technician drive time. Once the critical data elements were identified, an automated reporting system was developed and deployed. This system greatly reduced the “human error” element that had confounded earlier attempts at manually gathering data. Meetings were facilitated between the corporate and individual market groups to define the standards against which the data would be measured, such as: How long each type of job should take? The meetings were continued as reports were made available to the organization on a daily, weekly, monthly and quarterly basis. Charts, tables and graphs were utilized to help the organization understand the data. The meetings with the corporate and market groups continued to aid the organization in understanding what it was seeing and to develop strategies to deal with the identified problems.

The Results:
Trends were uncovered highlighting problems with provisioning efficiencies, installation times and customer satisfaction levels. These trends were identified in the reports and provided decision support and agnostic intelligence, actionable at the various levels within the organization. The publication of the results enabled the global installation standards team to identify new procedures to address the trends. As new procedures were adopted, installation times and “no shows” were reduced resulting in revenue generation in excess of $10M. A concurrent rise in customer satisfaction levels confirmed that the team had identified the important variables. This was a two-year project that left the MSO with a reporting tool that worked to help the organization understand and improve the daily installation process for the telephony product line across the enterprise.

We’re proud to help our clients solve tough problems and achieve stunning results. To see what kind of results Cliintel can deliver for you, please visit www.cliintel.com or e-mail askcliintel@cliintel.com.

Streamlined Reports Save Time and Money – Save With Data

Streamlined Reports Save Time and Money – Save With Data

by | Jul 27, 2015 | Case Studies, Measuring Results

Reducing Reporting Redundancies, Targeting and Consolidation Save 250 Hours per Month

Broadband operators rely on the billing systems to provide them with accurate and timely reports. These reports are crucial to day-to-day operations, and are increasingly important for both strategic planning and the execution of business goals.

The Client:

A region in one of America’s biggest Multi System Operators responsible for 250,000 customers.

The Business Issue:

The client was using time intensive manual processes to develop reports required to support ongoing business. Various queries were used to retrieve data from the billing systems, often times delivering inconsistent results across differing reports. The standard practice was to run and merge multiple reports from these queries, then copy the results from these queries and other sources into spreadsheets for further manipulation, all to arrive at questionable data. Coordination of reports between departments and groups was non-existent and there were no standardized Methods and Procedures (M&Ps) for developing these reports. The reporting group was stretched beyond capacity resulting in a multi-week backlog for the generation of new reports. The client retained Cliintel to help streamline and document the reporting process.

By identifying redundancies and targeting inefficient processes Cliintel achieved a reduction in internal resource workload by 250 hours/month, improved report accuracy, increased customer satisfaction and a return on the investment in less than 4 months.

The Approach:

Cliintel takes a holistic approach to every business issue presented for resolution. Our project professionals evaluate the situation, design a solution that fits, gain adoption and optimize performance. Cliintel’s focus was on increasing productivity and reducing costs by examining and evaluating reports for each department – independently and thoroughly. Using this holistic approach, Cliintel interviewed and met with end users in 8 departments to assess their reporting needs and to identify redundancy. Cliintel performed a gap analysis and inventoried and performed an audit of many of the crucial reports needed for day to day business operations. Labor intensive and inefficient manual processes were targeted and re-engineered. Consolidation opportunities were identified and redesigned.

The Solution:

Cliintel designed and developed new queries extracting only the relevant data necessary for each report. Database clean-up tools were created to ensure the accuracy of the data and work processes were streamlined to consolidate redundant reports.

Additionally Cliintel:

  • Identified and re-designed current reports and procedures
  • Implemented a strategic plan that included process re-engineering and system enhancements
  • Implemented a KPI plan and provided ongoing KPI analysis framework
  • Provided recommendations for further enhancements
  • Provided a base for future reporting development

The Results:

By identifying redundancies and targeting inefficient processes Cliintel achieved a reduction in internal resource workload by 250 hours/month, improved report accuracy, increased customer satisfaction and a return on the investment in less than 4 months.

We’re proud to help our clients solve tough problems and achieve stunning results. To see what kind of results Cliintel can deliver for you, please visit www.cliintel.com or e-mail askcliintel@cliintel.com.

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