Case Study: Windstream achieves greater customer visibility and control with Oracle Field Service

Windstream gives customers more visibility and control with Oracle Field Service

Windstream, a U.S. telecommunications company serving residential and business customers in 18 states, needed a better way to handle rising service-status inquiries such as appointment times and technician arrival updates. Even with reminders and arrival windows in place, customer service agents were still overwhelmed, so Windstream turned to Oracle Field Service to improve real-time visibility and control for customers and support teams.

Oracle helped Windstream implement features including Communication, Where is My Technician?, and En Route to send updates, share GPS-based technician tracking, and provide accurate arrival estimates. The result was a streamlined service experience, less manual work for agents, and a 20% reduction in “no access” visits. Windstream also reported improved customer satisfaction, with Oracle Field Service contributing to best-in-class Net Promoter Score performance.

Windstream

Jonathan Sieck

Director of Dispatch