DISH Network is on a mission to connect people and things. Over the past 30 years, the Fortune 250 company has chosen to reinvent itself, responding to evolving consumer expectations in an on-demand economy. By putting its customers first, DISH has disrupted the telecom industry and changed the face of other markets in the process.
Historically, we know DISH as a satellite TV company. But, changing consumer preferences and the advent of triple play services (Internet, phone, and TV), cord cutting options (i.e. ditching cable), and over the top media (OTT, i.e. streaming), threatened that business model. Forced to transform or risk extinction, DISH expanded its offerings with Sling TV, the first live and on-demand streaming service that forced streaming rivals to follow suit. DISH continues to push the envelope by investing in areas like a national Internet of Things (IoT) and 5G wireless network, and smart home services, among others.
To support these new business initiatives, DISH also worked to transform its service department into a customer-centric business unit. Backed by the Oracle Field Service Cloud, the company gained efficiencies and increased its mobile resources’ productivity. With the deployment of Oracle Field Service Cloud, DISH increased technician productivity by more than 10 percent, saw a 55 percent reduction in technician overtime and experienced a significant increase in overall employee engagement. These efficiencies have helped DISH maintain a customer focus as seen in its consistently high net promoter score, and manage its core businesses better, serving as a platform for DISH to take on new lines of business.
As a result, DISH began to earn awards including the top J.D. Power score for in-home service technician satisfaction and overall customer satisfaction. This transformation of DISH’s fleet of highly-trained, service-orientated, and power-tool wielding field service technicians has the company uniquely poised to tackle another budding business model–smart home services.
Thanks to our obsession with next generation devices and connectivity, the smart home appliance market is estimated to experience record growth over the next few years. IoT-connected devices will increase from 9 billion in 2017 to 55 billion by 2025. As the complexity of household products intensifies, so too will our need for field service technicians–those skilled in installing, repairing, integrating and providing customer education for everything from smart washing machines to IoT-connected refrigerators. Enter DISH.
Unlike many smart home appliance manufacturers, DISH’s technicians can arrive at any doorstep in the country in less than three hours. Oracle Field Service Cloud’s predictive and self-learning technology allows DISH to readily scale and schedule thousands of field technicians in real time. The company’s workforce is currently installing smart home systems, assembling grills and exercise equipment, and repairing appliances for clients like Amazon, KB Home and Samsung. DISH’s business transformation is a story about agility–being able to leverage existing resources and technology to invest in new revenue streams as the market shifts and reacts to evolving customer preferences.
DISH’s transformation was the focus of a Convince & Convert webinar last month. Host Jay Baer interviewed David Troll, VP for Smart Home Services and Robb Origer, VP for Field Operations at DISH. To learn more about their business transformation, give the webinar a listen.