Avoidable Truck Roll PROGRAM

Improve customer satisfaction and realize savings by eliminating unnecessary technician visits

Truck roll related expenses are among the most significant operational costs that service delivery companies face. They add up to millions of dollars annually and leave customers frustrated by lengthy delays and long waits for a technician visit. Service providers must solve the challenge of optimizing business processes and providing superior, efficient customer service at minimal operational costs to stay competitive.

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eClerx Customer Operations offers an accurate, proven model for handling field service calls, that provides a significant reduction in truck rolls and related costs. Our Avoidable Truck Roll solution combines technology-powered workflows and processes, field service expertise, and back-office support to quickly and efficiently resolve customer issues. We fix many technical problems remotely, drastically reducing labor, leasing and maintenance costs as well as lost revenue opportunities. Our experienced field team also reviews call tickets in real-time to predict and eliminate unnecessary Truck Rolls.

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Product Spotlight: eClerx WorkForce Manager

WorkForce Manager offers a range of solutions designed to provide end-to-end,
life-cycle tracking of work orders, equipment, invoicing, payroll, warehouse
management, and KPIs. Our solution combines robust monitoring and reporting
enhanced by predictive alerts to minimize revenue loss and increase productivity.
This configurable tool is accessible through mobile integration and includes a host
of business and productivity applications.

Learn more

WorkForce Manager offers a range of solutions designed to provide end-to-end, life-cycle tracking of work orders, equipment, invoicing, payroll, warehouse management, and KPIs. Our solution combines robust monitoring and reporting enhanced by predictive alerts to minimize revenue loss and increase productivity. This configurable tool is accessible through mobile integration and includes a host of business and productivity applications.

Avoidable Truck Roll Features

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Proactive Approach

  • In-depth review of trouble call tickets combined with comprehensive business rules to help prioritize responses and maximize effectiveness

People

  • Experienced, highly skilled technical analysts
  • Verint-certified voice training to ensure full naturalization
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Technology Innovation

  • Internal portal that prioritizes and validates incoming service calls
  • Proprietary tools with an embedded rules engine to validate calls
  • Customized reports emailed on an ongoing basis

Improved Customer Experience

  • Expeditious resolution to service issues, reducing customer dissatisfaction and churn

Proactive Approach

  • In-depth review of trouble call tickets combined with comprehensive business rules to help prioritize responses and maximize effectiveness

People

  • Experienced, highly skilled technical analysts
  • Verint-certified voice training to ensure full naturalization

Technology Innovation

  • Internal portal that prioritizes and validates incoming service calls
  • Proprietary tools with embedded rules engine to validate calls
  • Customized reports emailed on an ongoing basis

Improved Customer Experience

  • Expeditious resolution to service issues, reducing customer dissatisfaction and churn

Case Study Highlights

We put our clients in the driver’s seat