Raising the Bar for IT Field Services
Challenge: Outsourced field technicians delivered consistently mediocre results for this national telecom carrier. The client had to constantly follow-up on technical mistakes and incorrect or padded billing, and only 50-70% first-dispatch ticket completion. The carrier tasked BlueSky with improving service and efficiency in addition to completing a large end-of-year project, consisting of more than 1200 sites.
Solution: With real-time ticketing and direct, error-free billing, BlueSky increased the carrier’s dispatch completion rate to 98% on all first-time tickets and completed all 1200 sites in half the time — just 45 days.
- Skilled and accountable technicians
- Real-time reporting tools
- Project management
Impact: BlueSky became an extension of the carrier’s project management and operations teams, increasing accountability for technicians on-site. Through this engagement, we also recommended internal process changes that continue to help the client’s teams work more efficiently.