Case Study: DISH achieves improved service delivery, reduced costs and new business growth with ServiceMax

Dish - Customer Case Study

DISH Network, a leading direct-broadcast satellite provider with thousands of field technicians, needed a faster way to support technicians as the company expanded into in‑home services for partners such as KB Home, Amazon and Samsung. Technicians previously relied on time‑consuming calls to supervisors or call centers for unfamiliar problems, a process that increased job duration, costs and customer friction as DISH took on new product lines.

DISH selected Zinc and rolled it out to a few thousand employees in two weeks, using video calls to Master Techs, dedicated Hotline and Field Resource Coordinator groups, part‑location sharing and system broadcasts. The platform delivered real‑time answers that cut job duration and onsite trips, improved first‑time‑fix rates and technician productivity, boosted employee engagement, and provided operational metrics—reducing costs while enabling DISH to scale in new markets.

Dish

Robb Origer

VP In- Home Services