Leveraging Next-gen Technologies to Optimize Truck Roll and Improve Customer Experience
The Business Need/Challenge
In a world where customer preferences in network choices are constantly changing, telecom companies need to be agile. Digital Service Providers (DSPs) have been facing huge revenue leakages apart from challenges in meeting customer expectations. For telcos, truck rolls are a critical component in their service delivery that involves both operational and cost challenges. In recent years, the truck roll demand has grown more critical with the prevalence of sophisticated networks, devices, and multiple product/service offerings. DSPs have been battling the challenge of reducing truck rolls that helps to optimize operational costs while also improving customer satisfaction.
Overall, the Telecom industry battles with a lower NPS score at 24 points, while at the same time spends 40% of the operational expenditure on truck roll operations. To eliminate inefficiencies and associated non-productive truck roll costs, DSPs must find better solutions for optimizing truck rolls, as well as for resolving more issues remotely.
What We Do
Operational revenue leakages across truck roll operations are contributed primarily through Non-Productive Dispatches (NPD) or repeat visits. Some of the key reasons for inefficiencies include playbook-based resolution/missed validation prior to dispatches, lack of digital transformation across field dispatches including quality gates, and reactive handling of the customer issues.
These inefficiencies significantly impact customer experience and trigger high operational costs. It is mostly reflected through operational metrics such as high non-productive dispatches (25%-35%), more repeat visits (25% of the truck rolls ends in repeat visits), and lower productivity for field service engineers. Some of the key repeat visit reasons being either lack of information or field dispatch skill mismatches.
The ability of DSPs to balance customer satisfaction while reducing costs by optimizing truck rolls is critical. This demands a focus shift on customer support from a reactive mode to a proactive mode that not only saves cost but also significantly improves customer experience.
Truck roll operations are often outsourced, and providers have low to no incentive to drive improvements as it would impact their revenues. As an independent consulting partner, Prodapt can help customers in reducing unnecessary truck rolls and thereby drive significant efficiency and cost savings.
Prodapt has a proven methodology to bring together multiple commercial and in-house technologies to deliver a compelling end-to-end truck roll optimization solution.
AR/VR based smart resolution– Industry-leading AR/VR guided troubleshooting to enable further self-service
- Empower customers with self-service to get the issue resolved by connecting directly with a remote resolution agent
- Identify potential remote resolution issues at the contact center and divert to the remote resolution team for guided resolution
Digitized dispatch operations – Combination of in-house AI algorithms and best-in-class messaging platforms to improve field engineer productivity
- AI-driven dispatch screening to identify non-productive dispatches and triage to the right resolution
- Enable agents through self-service options providing the required information and guided resolution for field engineers in case of skill mismatches
Predictive service models – Custom machine learning-based solution built using our in-house machine learning workbench, Synapt
- Predict outages and service degradation that helps to fix issues before customers notice
- Sustainable reduction in non-productive dispatches by 75-80%
- Reduction in repeat visits by 8-10%
- Improved field agent productivity
- Reduction in operational expenditure by 25%
- Dramatically improved customer experience due to reduced wait time
- Significant improvement in NPS by ~10-20%
- Significant cost savings – as an example, for a customer with ~1 million truck rolls per year, projected savings will be $15-$16 Million per year (assuming $80 per truck roll)
- + Our Offering
Prodapt has a proven methodology to bring together multiple commercial and in-house technologies to deliver a compelling end-to-end truck roll optimization solution.
AR/VR based smart resolution– Industry-leading AR/VR guided troubleshooting to enable further self-service
- Empower customers with self-service to get the issue resolved by connecting directly with a remote resolution agent
- Identify potential remote resolution issues at the contact center and divert to the remote resolution team for guided resolution
Digitized dispatch operations – Combination of in-house AI algorithms and best-in-class messaging platforms to improve field engineer productivity
- AI-driven dispatch screening to identify non-productive dispatches and triage to the right resolution
- Enable agents through self-service options providing the required information and guided resolution for field engineers in case of skill mismatches
Predictive service models – Custom machine learning-based solution built using our in-house machine learning workbench, Synapt
- Predict outages and service degradation that helps to fix issues before customers notice
- + Business Outcome
- Sustainable reduction in non-productive dispatches by 75-80%
- Reduction in repeat visits by 8-10%
- Improved field agent productivity
- Reduction in operational expenditure by 25%
- Dramatically improved customer experience due to reduced wait time
- Significant improvement in NPS by ~10-20%
- Significant cost savings – as an example, for a customer with ~1 million truck rolls per year, projected savings will be $15-$16 Million per year (assuming $80 per truck roll)
- + Partners
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