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ViaSat
Customer experience improvement in a multi-partner model of field service delivery.
Increasing the Efficiency of Field Service Management
Company that acquired WildBlue Communications is ViaSat’s two-way satellite Internet service provider division. Serving over 600,000 subscribers in the United States, the company offers services to home and business customers directly and via resellers including DISH and the National Rural Telecommunications Cooperative (NRTC). In January 2012, ViaSat launched a new, much faster satellite Internet service called Exede® by ViaSat. The service increases the speed and capacity of satellite Internet dramatically through the use of the ViaSat high-capacity satellite system, which includes the 140 Gbit/s ViaSat-1 satellite.
The Business Need
ViaSat’s delivery of broadband services throughout the United States, while working with many sales and fulfillment partners, necessitates requirements for optimal planning of resource usage and flexible management tools.
ViaSat needed software that had the functionality to centrally manage work orders dispatched to different fulfillment providers, including fulfillment partners and self-installing dealers. It was important for ViaSat to prioritize work orders and assess fulfillment providers and smartly automate processes that clear executed tasks.
It was also important for ViaSat to determine upon the first call the time required to install or repair customer equipment, and promptly dispatch field work orders with no manual manipulations. Satisfying these requirements was necessary for ViaSat to provide excellent customer service. Central and automated reporting were also needed to provide real time information on the status of individual work orders, and monitor key performance indicators (KPIs) for the company’s services and the performance of its fulfillment providers.
The Challenge
Thanks to the acquisition of WildBlue Communications, ViaSat has become an important player in the market of satellite Internet in the United States, delivering internet services in places where other technologies do not. The rapidly increasing number of new customers has raised new challenges in mobile workforce organization and efficiencies. As a result, ViaSat was looking for a solution that would help the company satisfy customer expectations for excellent service and the increased demand for broadband services.
The Approach
Comarch proposed a comprehensive FSM solution that allowed ViaSat to achieve:
- Efficient allocation of technicians and dispatchers, with availability control and skill management
- Advanced management of fulfillment partners, with automated dispatching of tasks, definition of warranty rules, monitoring and escalation tools
- Full control over work order fulfillment – starting from the creation of a work order with a defined execution time, through dispatching, execution and closure of work orders
- An automated process of scheduling and processing work orders, leading to improvement in dispatchers’ and technicians’ productivity
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