Windstream gives customers more visibility and control with Oracle Field Service

The telecommunications company lets customers reschedule service appointments, track arrival time, and message technicians.

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Oracle Field Service allows technicians and customer service agents to have important data at their fingertips, and we’re able to deliver the best possible customer experience.

Jonathan SieckDirector of Dispatch, Windstream

Business challenges

Windstream is a U.S. telecommunications company providing high-speed internet and network solutions for residential and business customers in 18 states. When customers need service, Windstream provides appointment reminders and technician arrival windows for their convenience. Nevertheless, customer service agents still received an influx of questions such as “when is my appointment?” and “when is my technician arriving?”

Windstream needed a system to manage those customer inquiries and provide updates in real time.

Windstream went from a text-based dispatch system to Oracle Field Service, which is very visual and offers machine learning and advanced communication features.

Why Windstream chose Oracle

Windstream, an Oracle Field Service customer for more than 10 years, remains a loyal customer thanks to new product features and enhancements to the application. One element of the long-standing collaboration is Oracle’s Product Management and Center of Excellence teams that help Windstream influence product features and innovation, give them access to best practices, and help the company quickly adopt new application features.

Results

Windstream built its path to service transparency with a phased approach, adding Oracle Field Service features such as Communication, En Route, and Where is My Technician? to improve the customer experience. Oracle Field Service is part of the Oracle Advertising and Customer Experience suite of applications.

With a continuous goal to bridge the gap between customer expectations and field service outcomes, Windstream heavily uses the Communication feature, which porovides text messages, emails, and phone calls to update and remind customers of upcoming service appointments. Despite this, customer experience agents still spent a lot of their time manually providing customers with services updates—time that could be used in other critical areas of the business.

Windstream integrated the Where is My Technician? feature into the rest of its business, creating a hub from which customers can follow a technician’s location via GPS, providing a window of when to expect their technician. Combining WMT with Communication allows for real-time updates and messaging to the customers, resulting in a 20% reduction in “no access”—meaning customers are not at the location, like a home or office, where service is to be delivered. Avoiding such “no access” trips means less wasted travel time and fewer reassignments and return trips.

Lastly, Windstream added En Route, which provides accurate estimates of a technician’s arrival time and sends customer notifications.

With the addition of En Route, Windstream empowered service technicians to provide a better customer experience, while reducing the odds of field service work being cancelled, moved, or changed. This streamlined the entire service lifecycle, from creating a technician’s schedule to giving real-time visibility for customer service agents in the call center.

An added benefit to Windstream is the prebuilt customer survey in Oracle Field Service, which has shown an increase in overall customer satisfaction. Windstream uses these responses to not only implement best practices but also respond in real time to critical customer needs.

Published:July 29, 2022

About the customer

Windstream is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations, and carrier partners across the U.S. The company offers bundled services, including broadband, security solutions, voice, and digital TV to consumers. It also provides data, cloud solutions, unified communications, and managed services to business and enterprise clients. The company supplies core transport solutions on a local and long-haul fiber-optic network that spans approximately 170,000 miles.