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With
that many customers, maximizing satisfaction and the customer experience
are critical parts of ongoing success and growth.
Dish was driven by a desire to improve customer satisfaction and
employee productivity, to reduce costs and work order cycle times,
and to clear hurdles impacting first-time installation success.
The company sought a GPS fleet tracking solution that allowed for
centralized dispatch, dynamic scheduling of appointments, ad-hoc
vehicle routing and effective technician management.
Wireless
Matrix's FleetOutlook® GPS tracking solution was chosen to address
the company's goals. The solution, deployed with a vehicle-mounted
laptop and mounting station for technician use in each vehicle,
was comprised of:
- FleetOutlook,
Wireless Matrix's real-time, web-based fleet tracking application,
including the TechConnect™ communications module for two-way
messaging and vehicle navigation;
- The
vehicle-mounted Reporter series device, a black box that integrates
embedded GPRS or CDMA cellular and GPS antennas in a single communication
device that mounts under the dashboard or on the vehicle windshield;
and
- A
Wireless Matrix white-label navigation solution, installed on
the technician's laptop and integrated with the Reporter device
to receive GPS coordinates for turn-by-turn directions.
The
hybrid deployment - utilizing both GPRS and CDMA communications
- began in May 2009, with 4,500 units installed between July and
November. Additional units were rolled out in 2010, with over 5,000
total units installed in Dish technician vehicles. The solution
provides:
-
Dynamic mapping, fleet management reports and Automatic Vehicle
Location (AVL) functionality, provided on a Software as a Service
(SaaS) basis.
-
Integration with industry standard applications for utilization
of AVL data with other back-office systems.
- Hardware
and communications options integrating laptop functionality giving
the technician the ability to manage updates in the system to
work orders or changes, saving valuable time previously spent
on the phone with a customer care representative.
- Vehicle
tracking via the FleetOutlook application.
In
addition, the solution architecture provides secure, discrete, "always-on"
performance for the core GPS and wide area wireless functionality.
It provides the driver with turn-by-turn navigation and two-way
messaging via the laptop computer. By routing all data through the
laptop, a single wireless data plan can be used to minimize cost
and complexity.
The
customer has measured solution ROI through increased effectiveness
in several categories:
- Dispatch
operations have transitioned from multiple centers to a handful
of centralized locations, reducing operating expenses.
-
Techs in the field can status themselves and complete job order
information in real-time through the workforce management application
via the in-cab laptop. This self-reporting has resulted in significant
time savings for technicians, versus 15 -27 minute waits for a
customer care representative to complete status updates remotely.
- Time
savings for technicians allowed added jobs to be completed during
the week.
-
GPS positioning has allowed for more effective dispatching of
techs based on needed skill sets or proximity to the job
Learn
more about Wireless Matrix FleetOutlook.
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