Custom Development Success Story
Star Choice Communications
Star Choice Communications Inc. is a leading provider of digital direct-to-home (DTH) satellite television in Canada. Star Choice provides 100% digital picture and Dolby surround sound audio capability to over 825,000 customers across the country.
Star Choice’s parent company, Shaw Communications Inc. is a diversified Canadian telecommunications company whose core business is providing broadband cable television, Internet and satellite direct-to-home (DTH) services to approximately 3.0 million people.
Challenge
Within the business, installers were issued work orders and service calls via fax to a central location that they would manually pickup, or they would receive orders via a 3rd party text message to their handheld units. Each operational unit had a separate silo of data with slightly different processes that they relied on to run daily operations. There was no real time national process for tracking, reporting and monitoring whether or not installers actually received the work orders and service calls and whether the work was completed.
Solution
The solution was to develop a national Installer Report Back system that could dispatch, track progress and report on completed, pending and outstanding orders.
Installers upon entering the site are authenticated and presented with orders that they have completed, need to report back on as well as orders that have been dispatched for future completion.
Dispatchers have access to dispatch up to date orders, view outstanding orders that need to be reallocated as well as run real time reporting in order to get a high level or detailed view of orders in the system.
Sales personnel are now able to run reports that would detail their completed, pending and outstanding orders as well as collaborate on orders in question for more detail.
The Ideaca team analyzed, designed, constructed and implemented the Installer Report Back system.
