How many times have you had a technician come to your house to fix an issue with your internet, only to find that the problem could have easily been solved on your own?
Although there are instances where a field technician’s presence is needed to solve a customer issue, on average, only 60% of truck rolls—when a technician is dispatched to fix a problem—are necessary after they are scheduled. Often, due to a lack of optimization for field operations resources, these unnecessary truck rolls cause many companies to lose millions each year and can leave customers with frustrating wait times and long delays.
This is where a strategic business partner like eClerx, with Field Technical Operations experience, enters the picture. With operational expertise, trusted technology, and agile resources, our team is focused on reducing costs and improving customer journeys. That’s why, in 2012, we launched programs to reduce unnecessary truck rolls such as the eClerx Virtual Tech initiative. As part of this initiative, we analyze client operations, discover inefficiencies, and streamline processes to influence positive growth.
Truck Rolls & How We Solve Them
But first, what causes truck rolls?
“If you think about it, you have many devices at home, and all of them have some type of internet service that will run into an issue at some point,” said Francisco Diaz, Senior Director of eClerx’s Virtual Tech program. “With call center turnover and increasing technology being launched by providers, repair agents in the call center don’t always address the proper troubleshooting steps with the customer, resulting in these unneeded truck rolls.”
Meaning, issues from miscommunication or inefficient touchpoints force technicians to tackle simple challenges that could be solved remotely—meaning you lose, and so does your customer.
So, the next question is, how does eClerx solve this?
With a simple three-step strategy:
- Technology – Our experts sift through and organize client data to pinpoint patterns with unresolved cases and identify leading issues.
- Strategy – eClerx’s experienced, highly skilled technical agents develop and roll out strategies to call centers to help customers quickly with these challenges.
- Analysis – The Virtual Tech team analyzes the results of these strategies, regularly delivering detailed reports and insights to clients for feedback.
“We’re not just saving on wait time for the customer, which improves the customer experience; we’re also reducing operational costs by reducing the required labor for dispatched truck rolls.”
– Francisco Diaz, Sr. Director, Client Engagement & Managed Services
Delivering Results with Impact
What has this strategy accomplished?
Over the last three years, we have achieved significant wins for clients, including a leading US-based television provider. Starting as a vendor solution provider like most outsourced relationships, the Virtual Tech team wowed this firm’s (field tech operations) unit within their initial 90-day pilot period.
“We’ve reviewed over two and a half million truck rolls over our three years working together,” Francisco said. “In those two and a half million truck rolls, we’ve solved over 183,000 unresolved customer issues and reduced the average time to repair (ATTR) for technicians and customers by 70%.”
From that success, this leading firm dubbed eClerx the best partner they work with because of our experience, knowledge, professionalism, and flexibility. Now, eClerx has moved from merely a vendor to one of their strategic partners in 2022, expanding the relationship from the sole Virtual Tech program to six engagements of various sizes and scopes.
Francisco and his team don’t plan on stopping there in the coming years, either. Going into the end of 2022, the FTO team has a few pilot engagements that are set to ramp into long-term production while they uncover additional opportunities in Plant & Network Support and Automated Outage/Ticket clearance for 2023.
Are you ready to optimize your operations & solve inefficiencies?
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