The recent spin-up of our Center of Excellence in Sofia, Bulgaria (press release) has continued apace, with expansions in our client programs and assignment of new leadership roles. One of the latter is Daniela Dolaptchieva, who joins the OnProcess EMEA team as the Manager of Human Resources. Daniela will administer all Human Resources activity at the [...]
UPDATE: Initial Results from an MSO Truck Roll Reduction Program
February 26, 2013 By 1 Comment
As described in our post on January 23rd, OnProcess has rolled out some increasingly sophisticated capabilities to help MSOs manage and reduce their service issue-related truck rolls. One such program, which debuted in early 2013, has already shown very positive outcomes. The program includes goals to improve several metrics applicable to service events, including: Increase [...]
Using Pre-Service Triage to Reduce Truck Rolls
November 9, 2012 By 2 Comments
by Bhaskar Banerjee, Chief Solutions Officer, OnProcess Technology Undesired “truck rolls” is a major expense in the broadband/satellite TV industry. Truck rolls (or technician dispatch) occur when a customer service issue occurs and it cannot be resolved by customer care. The traditional approach to reduce truck rolls is to explore ways to make the customer [...]
Aberdeen Blog: OnProcess Technology and the Science of Service: 2012 CSO Summit Sponsor Series
September 19, 2012 By 1 Comment
A nice mention of OnProcess Technology in the context of the upcoming 2012 CSO Summit – http://blogs.aberdeen.com/service-management/onprocess-technology-and-the-science-of-service-2012-cso-summit-sponsor-series/ 2012 SEPTEMBER 18 Tags: Chief Service Officer Summit, CSO Summit, OnProcess Technology, service collaboration, service supply chain Category: Service Management By Aly Pinder “Tell me and I forget. Teach me and I remember. Involve me and I learn.” This is one of the many practical and [...]
Webinar: The Digital Home – August 28
August 21, 2012 By 1 Comment
As part of the Digital Home Summit in September, there will be a Webinar to discuss issues related to the Digital Home on August 28th, at 2:00 PM EDT. Please join OnProcess Technology’s Chief Research Officer, Dan Gettens, and a top-flight panel for this Webinar from Telecompetitor. Consumers are increasingly turning to a range of [...]
Better Understanding NTF: How to Reduce “No Trouble Found” Returns – Survey
August 16, 2012 By 6 Comments
For so many companies, a significant percentage of all part or product returns ends up in the category “No Trouble Found”, or NTF. NTF is specifically characterized by a product which fails (or appears to fail) in the field, but when it is returned to the OEM for testing, it does not fail. In other [...]
Join Us at the Digital Home Summit, September 26-27, Dallas
August 16, 2012 By 3 Comments
UPDATED September 24 If you are in the Broadband/MSO space and want to stay at the leading edge of the rapidly growing “Connected Home” space, you will want to attend the Digital Home Summit, September 26th and 27th, in Dallas, TX. OnProcess Technology are the exclusive Platinum Sponsors of this event, which “is the premier [...]
Join Us at the 2012 NECTA Convention – UPDATED
June 29, 2012 By 3 Comments
UPDATE: You may view the entire NECTA event broadcast here. Clients and colleagues of New England MSOs: Please join us at the 2012 NECTA Convention & Exhibition Wednesday, July 11 through Friday, July 13, 2012 Newport, RI. In particular, we invite you to the Business Opportunities Panel on Day 2 at 1:30 PM, which will be [...]
Are Set-Top Boxes Going Away?
May 22, 2012 By 2 Comments
Apparently opinions differ on the future of the set-top box — though this is not the first prediction of its demise. Even should they be replaced by system-based functionality, the likely scenario is that the more complex boxes, including HD and DVR capabilities, will remain for some time. Given that they are the more expensive [...]
An Ounce of Prevention…of Consumer Electronics Returns
May 11, 2012 By Leave a Comment
by Bhaskar Banerjee, Chief Solutions Officer, OnProcess Technology In the Consumer Electronics industry, particularly with complex devices such as modern appliances, PCs, cell phones, televisions and related boxes, the overall cost of returns can be as high as 6% of revenues. Yet, of those returns, only 5 – 10% are due to manufacturing defects. The [...]
