SkyCreek’s custom, multi-channel (IVR, email, text) pre-dispatch customer confirmation solutions provide up-to-the-minute confirm/cancel statuses on upcoming customer appointments and allow service providers to increase the precision of dispatch functions and tighten appointment windows.
Large-scale field dispatch organizations are only as efficient as the accuracy of customer statuses they can attain prior to dispatch—in near perfect correlation. To eliminate additional waste, contain field service costs, and enhance brand reputation, service providers must improve their pre-dispatch customer contact processes.
Appointment reminders alone max out quickly in terms of their impact on no-show rates. Adding confirm, cancel, and transfer options often only get providers into the 60% dispatch accuracy range. To eliminate all “avoidable” wasted dispatches, service providers need more dynamic customer contact capabilities to:
To stay competitive and increase cost efficiency, field service operators must also integrate their WFM and customer contact processes. This lets companies institute more cost-containing, advanced appointment management policies.
Our contact management platform, eContact, can dynamically adjust customer confirm/cancel strategies according to contact timing, contact channel, contact channel sequence, missed appointment history, current dispatch status, and other factors to minimize potential wasted dispatches.
We maintain real-time API integrations with Arris and Ventyx WFM Systems. Additionally, we offer IVR solutions offer the most sophisticated voicemail detection capabilities available, support any customized reporting requirement, and provide innovative web-based tools for coordinating manual follow-up and in-jeopardy based customer contact.