Customer Experience 360^SM

Concern
For cable/satellite companies, a lack of customer knowledge can make the migration to new platforms, products and services a very challenging customer experience. Changes in technology are often accelerating upgrades, which only adds to a potentially negative experience.

Solution
OnProcess Technology delivers both customer service and education to its clients’ customers in the cable and satellite industries with a post-installation service - allowing those companies to quickly deploy new products or service features to keep pace with changing customer expectations and changes in technology. Increasing awareness of its clients’ products leads to an increased interest in upgrades and helps to create a more positive customer experience. Customer revenue potential is enhanced, satisfaction is improved and customers are less likely to churn.

Reverse Logistics 360^SM

Concern
When clients are faced with end of life products, either voluntarily (changed services) or involuntarily (unpaid bill), there is no assurance that the product will be returned. In the cable and satellite industry, decreased visibility into the cable or satellite box return process often leads to hundreds of thousands of dollars in lost revenue. This financial exposure is exacerbated by the ever increasing cost of digital equipment.

Solution
OnProcess helps Pay TV providers proactively manage the returns process cycle by contacting customers to encourage that the product be returned, verifying receipt of the old product at the company warehouse, assuring that the old product is properly repaired, and getting product back into the field (when applicable.) All of this leads to reduced truck rolls, reduced inbound phone calls, increased customer retention, and most importantly, increased profitability.

Case Studies