Our client, a leading quad-play services provider, observed unprecedented surge in the overall service cost. The client's logistics team recorded repeat truck rolls and equipment swaps by the customers; their service center logged many irate calls and the field service technicians registered long job handling time. The client's field service technicians were saddled with legacy equipment and were forced to juggle multiple devices in the field and at the customer site. Due to limited data about the customer issues, their diagnostics consumed a lot of time. Field service tools were limited inhibiting technicians from adequately diagnosing root cause issues. Technicians frequently replaced equipment without need and this drove up costs. The average handling time of field jobs was skyrocketing. In addition, customers made frequent repeat calls when issues persisted and this caused subsequent service calls.
Virtusa was given the opportunity to get to the grass-root level of the client's problem and improve field service effectiveness to allow technicians deliver better customer service.