Eff i c i e n c y a 25–30% productivity rise on service orders and trouble tickets. We’re working more tickets every day than we ever have before with M4 Solutions,” says Daryl Fuhrmann, I&R Supervisor. MTTI has dropped drastically after the move to M4: from 4. 3 days down to 2. 19 days. GVTC now has the technology capability to book customers to “same-day” appointments, which has helped close new opportu- nities and drive revenue. As troubles occur in the network, GVTC is now viewed as a much more nimble provider, able to respond and act better than ever before. Since moving to M4 Solutions, MTTR has reduced from 6.59 hours to 3.96 hours. “We went from scheduling only 45% of trouble tickets to scheduling 98%” reports Nicole Reininger, service center manager. The drag-and-drop interface has also made it easier to assign tickets in “Storm Mode” when a large influx of trouble tickets occurs. The majority of the time, under the new platform, they are able to see and resolve customers the very same day and reduce many of the complaint calls that detracted from making progress.
Special Projects Focus and Execution
In addition to running daily operations related to installs, GVTC had to address the ever-changing technology innovations that would allow them to continue the superior service their customers have come to expect. One project required the upgrade of 7,415 ONTs throughout their territory, which was estimated to take 4–6 months. The challenge: Fitting an unanticipated project of this scale into normal business hours without impacting day-to-day operations and fatiguing their current employees. The situation called for a flexible platform that was easy to use, easy to set up and intuitive enough to facilitate fast training. Again, GVTC called upon Mapcom’s M4 Workforce & Mobile Tech solutions to accom- plish their goals. GVTC outsourced the field work to 15 contractors, who were trained in four hours and com- pleted their first ONT swaps that same day! “The automation M4 Mobile Tech allowed us to have contractors in the field changing out ONTs without creating additional phone calls into our support desk. Due to M4, we were able to complete the project in 10 weeks without adding extra headcount,” said Garrett Leihsing, service center supervisor. Using systematic solutions coupled with laser project focus, GVTC accomplished all proj- ect objectives in half the time. And rather than manually create each ONT service order, M4 Workforce automated the ticket generation and dispatch schedule, saving over 600 man-hours. “The efficiency in training and facilitating the work saved GVTC $200K in labor costs,” said Nicole Reininger, service center manager.
What’s Next for GVTC
The sky is the limit. “We’ve achieved an uncommon level of partnership with Mapcom Systems, which has enabled us to exceed expectations in all areas of operational efficiency and customer satisfaction,” said Mark Gitter, CFO. “Our business critical KPIs have improved after just 4 months to all-time highs, and the ROI continues to impress the management team, all while enhancing customer experience in today’s competi- tive environment.” The KPIs continue to improve each quarter as the operations teams leverage M4 Solutions to its fullest capacity. Quality software alone does not guarantee impressive results; it takes a skilled and focused team backed by exceptional leadership.
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