Case Study: Leading Australian Telecom Service Provider achieves huge cost savings by reducing technician truck rolls with Wipro

Leading Australian Telecom Service Provider Saves Huge Costs by Reducing Technician Truck Rolls

Leading Australian Telecom Service Provider, a major Australian telecom company, needed to cut the high cost of technician “truck rolls” for FTTC and HFC broadband self-install customers who struggled with installation and required engineer visits. Each visit was expensive, and the client was spending about AUD 0.9 million annually on roughly 500 truck rolls per month. Wipro, using remote connection activation and troubleshooting support, was brought in to help reduce these avoidable visits.

Wipro improved remote troubleshoot success through process improvements, customer communication coaching, and stronger governance and performance monitoring. As a result, truck rolls saved increased from 9% to 15% for FTTC and from 11% to 23% for HFC, delivering realized cost savings of AUD 1.12 million for the client.