Using Oracle Field Service, DISH delights customers while cutting costs and finding new revenue streams.
“We have successfully transformed DISH’s field service business into a center of operational excellence.”
DISH Network built its business as a satellite TV provider. But as consumers changed their viewing habits, the Fortune 200 company needed to offer more—not just new ways for people to watch their favorite shows and movies, but also easier ways to order and manage services.
A key piece of the puzzle was technology that would equip field service technicians with improved appointment scheduling and leave customers smiling.
The Oracle product is designed to meet the expectations you set with your customers.
Why DISH Network chose Oracle
DISH opted for Oracle Field Service, a suite of applications within Oracle Cloud Advertising and Customer Experience (CX), to manage the company’s entire field workforce—employees and contractors alike.
Using Oracle Cloud’s predictive, self-learning technology, DISH leaders knew they would gain more precise start times for in-home appointments. Also, technicians could send customers reminders and updates via phone call, text, or email. Also, Oracle Field Service would help streamline field operations, reducing back-office headcount and field operations management.
DISH adopted Oracle’s single solution to handle everything—advanced booking, job assignment, routing, and real-time scheduling for thousands of field technicians. In the process, the company increased on-time appointment arrival to 83% and reduced “Where’s my tech?” calls to the contact center by 40%. DISH technicians were able to arrive at any doorstep in the United States in less than three hours. In addition, DISH’s Net Promoter Score reached 95%. When customers received messages prior to arrival, the alerts included the technician’s name and photo, along with a map showing their current location and ETA.
These improvements helped DISH earn awards such as the top J.D. Power score for in-home service technician satisfaction three times, and overall customer satisfaction four years in a row.
Oracle Field Service also made field operations more efficient and cost-effective. Technician productivity increased by 15%, with overtime dropping by 55%. Additionally, DISH streamlined planning and dispatching staff by 93% and reduced fleet miles by 10%.
Besides allowing DISH to manage its core businesses better, Oracle Field Service helped create new lines of business. DISH now uses its state-of-the-art scheduling solution to install equipment ranging from smart home systems to grills to exercise equipment. It also offers appliance repair services for clients such as KB Home and Samsung.