by Siddharth “Sid” Mehra, OnProcess Technology

If you speak with CSOs and Technical Operations VPs at major broadband companies, as we frequently do, the term “Avoidable Truck Rolls” causes a fair deal of angst. These are essentially service calls that result in no trouble found, customer education opportunities or issues that could have been resolved with proper troubleshooting by customer care agents.

Most MSOs measure their Avoidable Truck Roll Rates and the range is anywhere between 20% – 30%. That’s a pretty high number! Let’s now look at the domino effect caused by these “Avoidable Truck Rolls”:

  • Quota Issues – Since the number of service calls is inflated this causes technician quota and OPEX problems
  • Customer Not Home Rates –  Service calls that self resolve have a direct impact on customer not home rates
  • Inventory Costs – More service calls means more trunk stock
  • Customer Satisfaction – Customers with actual issues have to wait longer for their service calls causing customer dissatisfaction and potential churn

As you can see the knock-on effect is significant and diverse — however the bottom line is avoidable truck roll cost. A service call truck roll can cost between $40 and $50, depending on the size of the MSO, which is an unnecessary cost for every avoidable truck roll. Those numbers can add up fast. Painfully fast.

OnProcess Technology has been working with MSOs to reduce those costs and alleviate issues associated with Avoidable Truck Rolls. Our proactive Truck Roll Reduction program combines People, Process and Technology to significantly reduce Avoidable Truck Rolls with extremely compelling ROI numbers.

…not only are we working at solving the business problem …  we’re actually determining root causes of these problems and providing data driven coaching opportunities back to the client

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OnProcess Technology’s proactive solution for MSOs uses a multi-faceted approach which includes:

  • Remote Resolution
  • Proactive Outreach and Triage
  • Workflow Optimization
  • Predictive Analytics

Using the above approach, OnProcess Technology was able to deliver savings of greater than $1.7 million in Avoidable Truck Rolls in less than a year to just one region of a Major MSO.

roi-0305-sid-blog-post-300x194In addition we were also able to reduce their Average Time to Repair (ATTR) metrics and provide closed loop feedback to their care organization to enable better troubleshooting at the front end. So not only are we working at solving the business problems (i.e. Avoidable Truck Rolls), we’re actually determining root causes of these problems and providing data driven coaching opportunities back to the MSO.

Using the above approach, OnProcess Technology was able to deliver savings of greater than $1.7 million in Avoidable Truck Rolls in less than a year to just one region of a Major MSO.

To find out more about how you can eliminate Avoidable Truck Rolls from your Tech Operations, contact us here, send us an email, or call us at 508-623-0810.