SaskTel has found a way to keep their customers happy with their IPTV service. In an interview with www.v-net.tv, John Hill, Chief Information Officer of SaskTel, and Curtis Howe, CEO of Mariner, speak about the customer satisfaction innovations SaskTel has implemented and the results.
Customer Satisfaction Innovations:
- Started Service Assurance Program: uses new tools, including Mariner’s xVu product line which allows them to focus the correct dispatchers to the right resource on the right issue to the right location
- Created processes: pre-installation which verifies activities to make sure the order is correct and post-installation testing where the installer uses a checklist to ensure the customer has everything they need to get started
- Conducted training
- Offered bundling to customers for convenient billing
- Treated IPTV as a premier service: the customer receives extra attention, such as a single point-of-contact for recovery and trouble handling from their assurance team
Results:
- Customer churn rate dropped from 5.5% to about 2% within a 3-year period
- Reduction of “dumb” truck rolls by 22%
- Lowered percentage of rework by 10%, greatly impacting operating expense
- Competitive with channel line-up
To see the full webcast, Click HERE.
No comments:
Post a Comment