TRIAGE / CUSTOMER SUPPORT
Speed Repairs, Anticipate Problems, Slash Costs and Make Your Customers Happier
Is your organization wasting money on avoidable truck rolls?
Industry data shows that, on average, 30% of truck rolls are unnecessary because the problem could have been solved over the phone. At $75 – $100/roll, this can add up to millions of dollars and unhappy customers. And, in some industries, inbound calls are handled by expensive level 3/4 technicians that could have been handled by level 0/1 personnel.
OnProcess Technology eliminates needless triage cycles and helps you fix more customer problems quickly at less cost. We pioneered post-sale supply chain managed services over two decades ago and it remains our sole focus today. Leveraging best practices honed over these years plus our advanced technology and analytics expertise, we offer tailored triage services for broadband and medical/technical businesses that optimize your operations and improve customer satisfaction.
Broadband Providers – Proactive Truck Roll Avoidance
Outbound Service Event Pre-Call
Medical/Technical OEMs – Streamlined Inbound Support
Level 0/1 Troubleshooting
Remote Monitoring Data Capture and IoT-Based Analysis
Escalated Queue Management
Service Request Creation
By resolving more problems during proactive pre-service event calls, OnProcess cancels 10% – 15% of client truck rolls. This helped a major entertainment company save $3.9 million in one year.
Truck Roll Reduction Whitepaper