CALL TRIAGE CASE STUDY

OVERVIEW

Utilizing Best in Class Triage Solutions for Valuable Outcomes  

Call Triage processes are valuable strategies for companies who do not have the resources to triage every one of their service calls or go more in-depth with their approaches. We do this for thousands of work orders every week, so the process inherently continues to mature and improve every work order, every week per request. 

Triage processes allow us to stand out from the competition who are unwilling to go beyond the ‘dispatching’ phase and provide the ultimate value by saving repair time and fees.

Asking preliminary repair questions and providing short-term solutions create the right steps to engage the proper resources to fix the problem.

APPROACH

Assess

It is late evening on a Friday night, and one of the largest theater chains in the US is reporting a water leak at one of its locations. The theater manager reports that the water is gushing from the toilet and immediately inquires about dispatching a repair technician.

However, before implementing to do so, we assess the prognosis by going through a series of questions to narrow down the repair’s true nature. Asking preliminary repair questions and providing short-term solutions create the right steps to engage the proper resources to fix the problem.

When dispatching the technician for the repair work, many of our competitors fail even to question the root cause of a repair, let alone provide a vendor who is well equipped to handle the situation.

Plan

After successfully gaining all the correct details for the repair, we advised the theater manager of a short-term solution for their leak. We indicated that they turn off the water flow and apply an “out of service” sign on the problematic stall.

Once the water stopped flowing, our next step was to downgrade their work order to a level-P3 (next day service), saving them a premium trip charge and saving the client time and a half on an after-hour service. Thus, the following Friday, the client received a much lower trip charge and a standard hourly rate.

Execution

When dispatching the technician for the repair work, many of our competitors fail even to question the root cause of a repair, let alone provide a vendor who is well equipped to handle the situation.

Most vendors are in the dark from the beginning phase, so when approaching the work order, they have either very little background knowledge or no knowledge of the previously communicated information, which creates room for more errors.

Our intensely vetted technicians are always prepared and well informed of what is ahead of their work before arriving on the scene, so they have all the right tools and replacement parts required for the job.

Overall, by applying a call triage process from beginning to end, we reduce our average time on site by 15%, by eliminating 20% of all trip charges and completing the job on the first visit more than 30% than our competitors.

RESULTS

On-site Time

Reduce on-site time by 15%

Trip Charges

20% of all trip charges eliminated

Job Completion

30% more first-visit job completions than competitors

Incorporating a triage process shows that our priorities are towards our clients’ best interests in mind. Our solutions are always to simplify rather than to complicate. Besides, we also want to incorporate strategies that lower the average cost per ticket in the process, inevitably creating another valuable outcome.

CONTACT US

866-571-4609

sales@ferrandinoandson.com