CIO’s Digital Transformation Journey
CIO Summit United States
Radhika Venkatraman
Senior Vice President & CIO
November 9, 2015
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Verizon Field Operations Landscape
Field Managers
2K+
Technicians & Vehicles
30K+
Industry-leading data and mobility driven
solutions to enable centers, field
managers and field technicians
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Customer Visits Daily
100K+
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Digital Transformation for Operations
Manual Operation
•
Manual forecasting and capacity
planning
Digital Transformation
•
Data analytics prediction and balancing
•
1hr appointment based on technician
schedule
•
Order-count appointment booking
•
Manual, localized dispatch
•
Rule-based dispatch algorithm
•
Technician access via Blackberry and
rugged laptops
•
Technician tablet app
•
Mobilize supervisor with tablet
•
Supervisor access via desktop PC
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
3
Forecasting &
Capacity
Planning
Manual, Excelbased, limited
Predictive
analytics
Complex analysis of
financial impacts of
forecasts
10 day forecast
Balance technician
availability with
customer
appointments
Optimized technician
scheduling
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
4
Appointment
Scheduling
Google Now
SMS
VZ.Com Mobile
Email
1 hour appointment
Mobile Apps
Communications
Keep customers
informed
Same day repair
appointments
1-800-VERIZON
Auto Dialer
Call Center Representative
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
5
Dispatch
Automation
Optimal auto job
assignment
Just-in-time dispatch
Monitor real-time
customer
appointment
progression
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
6
Technician
Mobility
Comprehensive
diagnostics and
troubleshooting
Connect & program
network devices
Bird’s eye view of
service
Geospatial view of
customer service area
Proactive & guided
troubleshooting
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
7
Technician
Mobility
Upsell in the field
On-the-spot service
upgrade
Multimedia training
Training and live
communication
On-the-job safety
reminders: Motion
sensor prevents usage
while driving
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
8
Field Manager
Mobility
Monitor customer
appointments
Telematics
integration
Oversee jobs and
coach technicians
Team dashboard
Geo-spatial view of jobs,
techs, and trucks
Job alerts and
overtime projections
“Verizon uses its Manager Central tablet app to improve employee
engagement and the customer experience by enabling field managers to
work with technicians and coach them to resolve problems onsite.” – [The
Mobile App-ocalypse Is Coming: Are You Ready? - October 2015]
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
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Improved results
Customer commitments
Upsell in the field
Customer satisfaction (NPS)
Appointment status inquiries
Technician calls to dispatch centers for assistance
What’s next?
•
New mobile technology – wearables
•
Analytics to auto-correct scheduling issues (overtime)
•
Direct booking
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
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Key Takeaways
• Less reliance on call centers, more self-sufficiency
• Keep customer informed throughout service delivery process
• Empowering field force with mobile technology
• Process must change with technology
• Big Data and continuous innovation to deliver superior customer experience
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
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Thank you.
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
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