Are you running your customer support proactively?

Many companies react to customer downtime and spend a significant amount of money on spare parts and field technicians to bring the customer back up and running. At the same time, the customer loses a significant amount of revenue because of asset downtime. Let Entercoms help you provide analytics on your current customer support process to help you become proactive and deliver outcomes through the use of Process Control Towers and AI based planning solutions.

Processes covered

Remote resolution
Self-resolution
Diagnostics compliance
Field technician optimization
Remote and field technician performance
Trunk inventory optimization
Repeat dispatch reduction
Fraud detection
IoT data analytics
Cost to serve analytics

Solution

Proactive Support Analytics as a Service solution has three key ingredients:

 

Achieve control and consistency of your proactive support analytics process

We deliver this with our process control tower that helps you get end to end visibility, identify process outliers and deliver prescriptive and proactive insights.
 

Transform your proactive support analytics process

We deliver this with our accelerator that leverages artificial intelligence, machine learning and proprietary algorithms coupled with scenario modeling and sensitivity analysis.
 

Proactive support analytics expert advice

Leverage our experts to determine how we can help your customer support get more proactive via the insights delivered through our analytics.

Benefits

Faster/better outcomes

Our clients experience rapid improvements (within 90 days) to their business outcome KPIs (e.g.: Order to delivery, Inventory/days of supply etc.) much faster and at a lower cost than if they did the work internally.

Process consistency and efficiency

We drive greater consistency and visibility across supply chain processes for the client.

Cross-industry expertise

We provide an expert layer and an execution layer (where needed) consisting of talent pools that have cross-industry expertise and have gone through structured training and on-boarding.

Optimized resource pool

Shared resources across multiple clients provide a higher knowledge base and cost optimization compared to what the clients can achieve on their own.

Non-disruptive engagement

Our BPaaS model minimizes the impact to our client’s current IT infrastructure since we are data agnostic (data can come from any type of system, spreadsheets and even hand-written documents) with flexible integration options.

Supply chain visibility and single source of truth

Our process control towers present a single source of truth for supply chain processes, priorities, root causes, exceptions, etc., improving productivity and decision quality. We reduce internal silos that impede collaboration across functions and geographies.

Agility

We’re more agile and adaptive to the changing needs of the business, and are able to incorporate business rules much faster into our environment as compared to the speed of internal IT teams supporting the supply chain function.

Business outcomes

  • Lower total cost to serve
  • Increased remote resolution rate
  • Increased self-resolution rate
  • Improved first time fix
  • Increased compliance to diagnostic procedures
  • Lower parts per dispatch
  • Lower unused parts returned
  • Optimized trunk inventory

Talk to a Proactive Support Analytics Expert

How Machine Learning reduced costs through improved and scalable diagnostics and part selection