- Posted by Joe Crandall
- On November 9, 2007
- sol, Solution: Change Management, Solution: Implementation, Solution: MSO, Solution: Process Improvement
Greencastle Consulting overhauls Comcast installation process to improve customer experience and perception.
In 2007, Comcast took the initiative to examine their rate of on-time appointments, customer availability and first call resolution in order to decrease repeat installations and reduce customer complaints. Executives called for a reevaluation of the initial stage of consumer engagement, and a research and implementation team was brought in from Greencastle Consulting to assess the process currently in place and recommend an improved model.
The team’s first approach was to identify low-value aspects of the installation of Comcast cable services. Through their assessment, they ascertained that the major hurdles are often the same for the customer as well as the company, i.e., window of time available for installation, physical cable logistics within the home and correct installation of services. By researching the sectors that could use the most improvement, Greencastle developed the appropriate metrics to isolate the most valuable areas for investment and attention. A redesign based upon those findings resulted in a playbook to eliminate wasted time and energy while focusing on first-try success rates. This “leaning” of the installation service department cleared many of the obstacles to an improved interaction with new property acquisitions.
Ensuring appointment time compatibility between service provider and customer proved to be one of the most previously over-looked areas—evidenced by a significant rise in customer satisfaction after service installation and Greencastle’s recommended changes were implemented. Preventing both the provider and the users from squandering their time resulted in measurably reduced waste and improved brand perception. The research team’s plan to enact this was to look at the ways in which the scheduling department had been struggling. With more specific appointment times, a thing that most providers tended to shy away from, it turned out that a major need for the customer could be met while also improving the scheduling process of Comcast’s busy installation department. Greencastle overlaid consumer feedback, on the aspects of installation that seemed wasteful, in an effort to double-down on revenue increase, identify the areas in which the company could decrease spending and simultaneously increase customer approval.
By doing this, Greencastle prioritized the proper reallocation of resources rather than simply adding additional resources to the installation department. After reviewing customer feedback, they found that an often-overlooked aspect of the installation experience was assuring proper installation, without error, and that those services became fully functional from the moment the service specialist activated the account. Greencastle identified a direct link between a proper installation and customer feedback and, as a result, conserved valuable customer service resources that would otherwise be directed toward fielding call-backs.
By improving first impressions, Comcast has seen lower installation costs and additional revenue directly stemming from improved installations. Seeing a more desirable finished product on the first try has directly correlated with subscribers opting for additional features, thus creating revenue while eliminating waste. This win-win methodology saw positive installation feedback increase while cutting back on basic costs and diversifying revenue sources. The six-month project was managed beginning-to-end by Greencastle Consulting.