Case Study: Leading Cable Company improves root cause analysis and resolves field issues faster with iQor QeyMetrics

How One Company Improved its Root Cause Analysis for Field Services

Leading Cable Company, a leading cable operator, needed a faster way to perform root cause analysis for intermittent field service issues. When technicians noticed repeated problems were not showing up consistently on site, the company struggled to identify the problem node among dozens in a hub using existing reports and slow, ad hoc IT requests. iQor’s QeyMetrics was introduced to help the operations team analyze service-call trends more efficiently.

With iQor’s QeyMetrics, the team pulled 90 days of historical service-call data, filtered by geography, and drilled down to specific hubs and nodes to isolate the issue in about 10 minutes. They identified one node receiving seven times as many calls as the others, allowing line technicians to fix the problem quickly. The company later expanded QeyMetrics to outage data, enabling historical outage tracking, faster issue resolution, and new metrics such as outage-clear time, available both retroactively and going forward.