Service Calls Are Not Scheduled If Customers Don't Call. Easy Ways To Keep Customers From Calling. (1988)

By Fritz Baker, Viacom Cablevision

Simple procedures, used with preexisting software in our billing computer, allowed us to reduce our service call rate two thirds while adding 25,000 customers to our system. We use our billing computer in real time to analyze customer service requests, identifying specific problems by geographic location within the cable system. Problems are identified, located, and dispatched to the technicians before most customers know a problem exists. Eliminating the reasons customers call for service eliminates reasons for them to downgrade or disconnect.

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