Put The Customer First In Field Service

By Brian Albright, Field Technologies

Consolidated Communications improved appointment scheduling and SLA performance while reducing capital expenditures thanks to a new field service solution.

Field service has become a much more competitive enterprise across all business sectors. Today’s service organizations have to achieve high levels of customer satisfaction in order to succeed. The challenge is, improving customer service often comes at a price — higher costs or even lower efficiency. Mattoon, IL-based digital TV and Internet service provider Consolidated Communications has deployed new field service software that has helped boost customer service by narrowing appointment windows and making service more reliable. While achieving the goal of improving customer service meant focusing less on some common efficiency metrics, the company has still seen a significant return on investment through customer retention and asset management.