DIRECTV Colombia streamlined On-site customer visit scheduling and routing, cut costs, and increased productivity with Oracle.
DIRECTV Colombia is one of the largest satellite television and radio service providers in Colombia. It is part of Vrio Group, which is a subsidiary of AT&T in Latin America that has more than 13.6 million subscribers in 11 countries within the region.
DIRECTV Colombia was looking for a technology solution to replace the error-prone, manual management of on-site customer visits, provided by 800 third-party technicians. The company also wanted to enhance its visit scheduling procedures, while optimizing resources and increasing customer satisfaction.
Oracle Field Service Cloud Service provided us with the right tools to leave inefficient spreadsheets behind and automate on-site customer visit scheduling and management procedures. We now measure technicians’ activities in real time, which has helped us cut costs and drop response times while increasing customer satisfaction.
Project Implementation Manager, DIRECTV Colombia
“Our headquarters in the US chose Oracle because of the great benefits offered by Oracle Cloud. It is a great advantage to be able to standardize tools and improve our customer service across Latin America. Here in Colombia, we had great support from Oracle at deployment and are realizing fantastic results with the product.”
—Elizabeth Martínez Natale, Project Implementation Manager, DIRECTV Colombia