- Posted by Joe Crandall
- On November 9, 2007
- Solution: Implementation, Solution: Lean, Solution: MSO, Solution: Project Management
In the field, Comcast’s mobile dispatch and technician force sees new workflow management solution.
In 2007, with 24.1 million cable customers and 12.4 million internet customers, Comcast saw the need to modernize its field technician workflow to increase productivity and improve customer and employee satisfaction. Greencastle Consulting developed and oversaw the transition, implementing streamlined, technology-based solutions and employee training methods.
Using data systems from MDSi, Inc. to visualize their corporate care & billing assets, Comcast dispatchers were able to more efficiently monitor and manage work orders, field performance and manual order assignments, and to better coordinate appointments in near real- time. Before the adoption of this contract, technicians were restricted to submitting information regarding cancellations and delays over the phone or at the office, in person. With the new method enacted by Greencastle, field workflow connected directly to the dispatchers and technicians via text message-style handheld devices. This direct connectivity not only helped to upgrade coordination of installations, but also improved on-site tailoring to customer needs.
By eliminating cumbersome paperwork, the time needed to obtain and transport documents was freed up by handheld digital documentation, resulting in logistical simplification and resource minimization. Comcast saw a marked rise in customer satisfaction after the project’s implementation through assurance of an error-free point-of-service (POS) interaction. Instead of manually entering serial numbers for service equipment and other products, the new system enabled easy barcode scanning and tracking.
Monitoring and tracking field performance was also an important function of the Greencastle team. Heightened awareness of technicians’ locations and schedules allowed dispatchers to manage more efficiently, with less verbal communication, through the ability to receive and view work orders and job statuses electronically. This freed up resources to be allocated towards organizing order tasks and focusing on customer satisfaction.
The contract procured through MDSi, Inc. allowed Comcast to maintain visibility of all of its hardware assets, including handheld POS devices and dispatcher technologies, lowering the need for excess spending on extra products and reducing the department’s operational budget. Along with a detailed transition plan, the team also developed the dispatcher and technician training materials, standardized measures and metrics, and installation efficiency goals that allowed the workforce automation to transition seamlessly.
Greencastle demonstrated that technological innovation does not require large budget increases, but rather that a smooth, well-implemented upgrade can quickly facilitate a reduction of wasted resources alongside increased departmental productivity.