CASE STUDY:
How We Helped a Cable Provider Keep Customers Connected with Remote Troubleshooting
The Challenge:
Servicing Customers in a Socially Distanced World
When COVID-19 restrictions made in-home service calls nearly impossible, the cable industry faced a major issue—how to keep customers connected while ensuring the safety of both field technicians and customers. With demand for internet and TV services at an all-time high, troubleshooting set-top box and broadband modem issues remotely became an urgent priority. They needed a solution that allowed technicians to assist customers effectively without stepping inside their homes. The challenge wasn’t just about finding the right technology—it was about deploying it fast enough to prevent widespread service disruptions and frustrated customers
The Strategy:
Rapid Sourcing & Seamless Implementation
Field operations team needed help to source, negotiate, and implement a remote troubleshooting solution. We quickly identified a vendor whose augmented reality tool enabled technicians to guide customers remotely using visual support and real-time collaboration. Given the urgency of the situation, we worked swiftly to evaluate the tool, ensure it met operational needs, and negotiate an agreement that could be executed immediately. Within one week, we secured the deal, allowing the cable company to deploy the solution without delays. By prioritizing efficiency, we helped pivot from traditional in-home service to a fully remote troubleshooting model in record time.e, and price. After careful analysis, we identified a new supplier that not only met all functional requirements but also reduced costs by much more than 50% compared to the incumbent vendor. Through strategic negotiation, we secured favorable contract terms that maximized savings without compromising quality.
The Results:
Keeping Customers Connected Without Service Interruptions
By leveraging our expertise in rapid sourcing and strategic negotiation, the cable company implemented a cutting-edge solution that kept their field operations running without putting technicians and customers at risk. The tool allowed technicians to resolve issues remotely, minimizing disruptions and ensuring customers received the support they needed without waiting for an in-person visit. We didn’t just find a solution—we made sure it was implemented in time to make a real difference