Guidion goes for a higher First Time Right with Delta

Guidion goes for a higher First Time Right with Delta

The world of telecom is a complex one. Many parties are involved in establishing the final connection to the customer's home.

In many cases, this poses challenges for internet service providers. How are you going to scale up your field service in a short time in an already tight labor market, with the right knowledge and skills? In those cases, we, at Guidion, offer a solution.

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Delta's rapid growth

As a result of their rapid growth, Delta also faced challenges when it comes to field service capacity. Guidion's flexible field service was used to ultimately guarantee optimal service to Delta customers. In addition, it is also an advantage that with Guidion 1, a technician can perform work both outside the home and inside the home.

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Customer service interruption between different activities

When a customer opts for higher internet speeds or switches to another internet service provider, work will be carried out on the distribution cabinet (pop), the so-called repatch work, to achieve these. When this repatching has been carried out, a service interruption at the customer's site immediately follows. After that, the installation of services can take place 'in-home' at the customer's own premises.

Previously, this repatching and the in-home installation were carried out by 2 different parties. As you can already tell, a lot can go wrong in this process: 1) miscommunication between both parties, which can cause the customer to be without services for a long time.

2) you won't get the certainty whether the ompatch work has been done properly, because multiple parties are involved.

Delta wanted to prevent this, after which, together with Guidion, we looked at a solution to make this process faster and better.

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Customer back online as soon as possible

Guidion has already carried out the customer's in-house installation. When she can do the repatch infra work in the dole, a major advantage is created: the customer experiences a limited interruption of service. After all, two parties no longer need to be involved in carrying out the work. This efficient way of working will not only increase customer satisfaction, but also influence the First Time Right.

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Project Delta successfully rolled out in phases

This project has been rolled out in phases. During the rollout, a close communication flow between Delta and Guidion was set up, so that planning and issues could be looked at on a daily basis. So we were able to scale up nicely evenly.

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More information about this project? Send us an email to: sales@guidion.net.

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