CASE STUDY
Reducing rescheduled Service Calls to ensure consistent service & improve customer satisfaction
An in-home repair service provider needed to reduce rescheduled service calls to provide more consistent service and improve customer satisfaction.
Our experts recommended required functionality for a workforce demand planning & management model to monitor customer demand and allocate workforce capacity levels.
Our experts recommended required functionality for a workforce demand planning & management model to monitor customer demand and allocate workforce capacity levels.
OVERVIEW
INDUSTRY
- Field Service
CLIENT
In-Home repair service provider
Services
- Process Engineering - Business Process Engineering
- Process Engineering - Statistical Analysis
GEOGRAPHIC AREA
United States
THE STORY
An in-home repair service provider was having trouble managing and forecasting its workforce levels to effectively meet customer demand, which was driving service call reschedules – leading to lost revenue, increased operating expenses, and declining customer satisfaction and loyalty.
To address the complexities of their labor management process, a workforce demand planning & management model had to be created to monitor customer demand (service calls) and allocate workforce capacity levels (available time). Our experts recommended required functionality to ensure the model effectively managed and balanced the available workforce to meet customer demand.
- 33% reduction in service calls rescheduled, leading to more consistent service
- A multi-million dollar reduction in annual Cost Savings
- Increased customer satisfaction
- Decreased service call cancellations (due to reschedules) and lost revenue
