By Christine Friscic-Oracle on Oct 23, 2015
By Yuval Brisker, VP of Product Management, Oracle Field Service Cloud
Almost four years ago, TOA Technologies and DISH Network announced an important milestone. Together, the two companies completed the largest deployment of a SaaS mobile workforce management solution ever, deploying TOA’s ETAdirect to over 14,000 field technicians across the United States in less than four months from the beginning of deployment. DISH had selected TOA as the first part of a strategic initiative to transform its technology and business processes with the goal of putting the customer at the center of the service experience.
As one of the largest pay-TV providers in the United States, DISH
was looking to leverage technology in new ways to enhance efficiency in its
operations and improve the bottom line, while improving customer satisfaction. DISH
decided a technology revamp was in order – upgrading many of its back-end
systems, including its billing solution, and for the first time, deploying a
complete field service management software solution.
This initiative went beyond driving operational efficiencies, to re-aligning the business focus. With over 14 million subscribers in all 50 U.S. states, DISH wanted to make sure that this technology transformation would have a deep, positive impact on the customer experience. In fact, one of the main reasons that DISH selected OFSC/TOA was because it was not just about increasing efficiencies to reduce operational cost, but also about personalizing the customer experience. With the OFSC/TOA solution, DISH automatically provides more precise appointment start times and proactively communicates appointment status updates via customers’ preferred communications channels.
DISH partnered with TOA, which has since been acquired by
Oracle and is now known as Oracle Field Service Cloud (OFSC), to dramatically consolidate
its field service operations, reducing back-office headcount and streamlining
planning and field service operations management. The natively SaaS OFSC/TOA
solution allowed the company to automate and optimize the management of its
entire hybrid field workforce – both in-house and contracted resources, as
well as partners – within one central solution providing advanced booking, capacity
management, job assignment, routing and scheduling capabilities. Using
OFSC/TOA’s unique patented, time-based and predictive solution, DISH was able
to significantly boost operational efficiency and free up its back-office staff
to focus primarily on managing exceptions. The company was also able to
increase job completion rates, reduce drive time, and align the technology that
DISH employees use to do their work with customers with the most
state-of-the-art tools available today.
DISH’s field service management transformation with Oracle Field Service Cloud has resulted in significant improvements, both in terms of operational efficiency and customer satisfaction. Some of the key results achieved by DISH include:
- 15% increase in technician productivity
- 75% reduction in planning and dispatch staff
- 40% reduction in calls into the contact center asking, “Where’s my tech?”
- 55% reduction in technician overtime
- 10% reduction in miles driven
- Increased on-time arrival to 91%
Learn more about DISH’s journey to becoming a modern field service leader and its challenges and solutions along the way at Oracle OpenWorld 2015. Join Erik Carlson, EVP of Operations at DISH, and Yuval Brisker, VP of Product Management for Oracle Field Service Cloud, when they will discuss Dish’s journey with Oracle Field Sevice Cloud/TOA transforming field service operations. The session, titled Get Ahead: Transform Field Operations – DISH and Oracle Field Service Cloud will be held on Tuesday, Oct. 27th at 4:00 p.m. in Moscone West – 2016.
Find more information, or register for our session here.