Eager to shed its dubious title as “Worst Company in America” by The Consumerist, Comcast recently announced plans to cut the installation and repair service windows provided to customers in half by 2012. The key to the new strategy? Dispatch technology in lieu of paper work orders.
Bloomberg’s Alex Sherman reports that the Philadelphia-based cable and Internet giant is now using technology to manage technician dispatch. The company’s CEO also announced that Comcast will equip all its technicians with mobile devices such as laptops and handhelds, allowing regional managers to make adjustments in real time to chip away at those annoying service windows.
The complaints that led to Comcast’s crowning as “Worst Company in America,” can be attributed, primarily, to service failures. (Comcast was narrowly edged from its perch by BP this year.) Sherman writes:
[Consumerist readers] lamented long wait times, unsuccessful service calls resulting in multiple appointments, and a customer-service department with little power to expedite calls.
It seems the company has finally committed to doing away with its antiquated service technician management system, which seemingly involved doling out stacks of work orders, which each technician was committed to for the remainder of the day. If a call took longer than expected, or if a problem arose, the system had no tolerance for flexibility. The technician would simply be late for that “12:00 to 4:00” window.
Comcast is testing its new dynamic dispatch technology from CSG Systems and Ventyx in select markets before rolling out the new system across the country. By onboarding dynamic dispatch technologies, Comcast’s chasing Charter Communications and Time Warner Cable, its two biggest competitors, who made the switch to dynamic dispatch and other appointment-based software that’s drastically cut service wait times.