Case Study: Orange Spain reduces technician dispatches with TechSee visual assistance

Orange Spain improves first contact resolution with TechSee

Orange Spain faced high support costs and increased customer demand following the rollout of new smart home and fiber-to-the-home services. The telecommunications provider needed a solution to manage the rise in call volume and requests for technician dispatches for installation and configuration help. They selected the visual assistance and intelligence platform from vendor TechSee.

TechSee implemented a web-based visual remote support solution. This allowed Orange Spain's agents to view a customer's environment through their smartphone camera to identify issues and guide them to a resolution quickly. The solution resulted in a major reduction in technician dispatches, significant operations cost savings, improved customer satisfaction, and an increase in first contact resolution.

Orange Spain