by Bhaskar Banerjee, Chief Solutions Officer, OnProcess Technology OnProcess recently organized a panel discussion on Service Supply Chain Optimization (SSCO) as part of a full-day Client Event in San Jose, CA. The panel members were distinguished service leaders from major technology companies. The scope of the discussion was based on challenges the technology companies are [...]
Reducing Truck Rolls for MSOs Using Innovative Proactive Techniques
January 23, 2013 By 3 Comments
Feb, 2013: See also the follow-up case example of these techniques and concepts by clicking here. We’ve been pushing the envelope of late for our clients in the Broadband MSO space. Using our People, Process and Technology capabilities we’ve developed, and are currently achieving breakthrough results with, a service designed to proactively avoid unnecessary service visits and [...]
The Emerging Evolution of Customer Support
November 16, 2012 By Leave a Comment
Bhaskar Banerjee, Chief Solutions Officer, OnProcess Technology Customer support is fast moving from traditional telephone support to online support and what is being called “proactive monitoring” – i.e., find out potential issues with the device before the customer feels the pain. View the attached link to see how EMC is evolving its customer support. More [...]
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 [...]
Video: NECTA Business Opportunities Panel
October 15, 2012 By 1 Comment
We’re pleased to be able to offer a streaming video of the past NECTA Conference’s Business Opportunities Panel, as broadcast live at the event and hosted by our own Chief Research Officer, Dan Gettens. The panel featured insights from several fascinating participants: Christian Meyer of GSN Dennis Matthew of Comcast Adam Mayer of Time [...]
Digital Home Summit: Think Like A Start-Up
October 4, 2012 By 2 Comments
OnProcess Technology’s Robert Kenney and Scott Tellier recently delivered the keynote address at the Digital Home Summit in Dallas. Telecompetitor, the organizer of the event, published a nice summary of the event with an interesting video interview of Robert and Scott. Watch the full interview here. If you would like a copy of the keynote [...]
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 [...]
