THE CHALLENGE With growth comes numerous challenges and opportunities, particularly in the ever-changing cable industry where acquisitions lead to more customers who now turn to their new operator for care. For one provider of voice, video and data services, multiple acquisitions resulted in geographically distinct field technician dispatch operations with independent processes. This made the process of managing the front line of customer service in the field—namely technicians and dispatchers—both inefficient and costly. The operator managed more than 600 service technicians and contractors within seven different disparate dispatch centers across nine provinces and six time zones. Management of service orders, scheduling and field resources was performed individually by each

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