Case Study: OnProcess Technology achieves $1.7M revenue lift and $100K annual truck-roll savings with Genesys Proactive Customer Communications

OnProcess Technology Uses Text Reminders to Keep Appointments Rolling For Cable Companies

OnProcess Technology, a service supply chain and customer experience specialist, helped a top-three U.S. cable provider address costly missed installation appointments that drove unnecessary $50 truck rolls, extra scheduling work, lower satisfaction scores and higher churn. The client needed a more efficient, compliant way to confirm appointments and keep technicians on schedule.

OnProcess implemented Genesys Proactive Customer Communications to send compliant SMS reminders one business day before installs (with a carrier/Do-Not-Call scrub and contact option), which drove immediate impact: 972 additional installations in one month, a 7.2% lift in installs, 8.1% improvement in reschedules, a 2.6% drop in day‑of failures, $100K saved in truck rolls and $1.7M in incremental annual acquisition revenue, plus improved customer satisfaction and streamlined back‑office processes.

OnProcess Technology

Glen Thompson

Sales Director