Jan 9, 2015

Giving Our Team the Right iTools for the Job

As Charlie said last month, it’s on us to make sure that our employees have the tools they need to do their jobs and make our customers’ experience excellent. That’s why we’ve outfitted all of our techs with iPhones.

These iPhones streamline all the information our techs need to serve our customers. They can use these devices to access their daily appointment schedule, efficiently route to their next location, and easily access and update customer information. Our techs can also use their phones to run a 'whole home check' at the end of each appointment, as a final test to ensure that all equipment is working correctly. What used to be very manual processes requiring multiple tools can now all be done at the click of a button. This makes it easier for our techs to serve our customers, and for our customers to get great service.

These iPhones are also great customer education tools. We have a number of apps that make it possible for customers to enjoy some of the coolest entertainment and most innovative technologies whenever and wherever they want. You can watch TV in your home or on the go with our Xfinity TV Go app, turn off your lights or see your home cameras from wherever you are with our Xfinity Home app, or troubleshoot your equipment and easily pay your bill with our My Account app

To get the most out of these apps, though, you need to know what they do and how they work. Now, when our techs visit your home, they can use their phones to show you all of our apps, how they work and how to download them. You are up and running before our tech leaves your house. This is great for new customers who may not be familiar with all we have to offer, and helps us deliver a great customer experience from day one. Improving the welcome experience, and making everything as easy as possible for new customers during their first days of service, is a big priority for us.

Our techs work really hard to deliver great service to our customers, and this is just one example of how we’re trying to make it easier for them to do just that.

 
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