Achieving a complete transformation in service call visibility, compliance, and satisfaction in two countries

Our client, a longstanding manufacturer of electronic goods with operations in over 70 countries, needed to address shortcomings in its appliance servicing operations in Colombia and Ecuador. Lacking a unified system for managing over 300 daily orders, the client was experiencing a 64% failure rate for scheduled field visits, had no control over orders managed by authorised workshops, and regularly overscheduled workers due to inadequate shift coordination.

In response, Gi BPO implemented a holistic back office outsourcing solution that included new reporting, procedures, scheduling management, and checkpoint roles.

Key Results

The Challenge

The client sought a partner who could:

• Manage +300 daily orders in two countries
• Address 64% failure rate of schedule field visits
• Gain control over orders managed by authorised workshops
• Bring shift scheduling in compliance with labour code laws

The Solution

We implemented a tailored BPO model based on three pillars:

1. Reporting and procedures
   – Power BI report for real-time order control, coding, and traceability
   – 24-hour field visit confirmation
2. Operational reinforcement
   – New “mayday agent” role to confirm and monitor field orders daily 
   – Additional technicians covering areas with under-performing authorised workshops
3. Schedule management
   – Shift scheduling by teams to comply with maximum working hours laws

The Impact

Order visibility and compliance

• 100% control of daily orders and improved load distribution
• 100% control over authorised workshop orders, averaging 45/day

Service call completion

• 84.8% increase in field visit effectiveness

Working conditions

• Eliminated overscheduling for full labour law compliance
• Increased worker satisfaction and reduced turnover (<5%)

Discover how Gi BPO can bring clarity to field service operations.