Work hard, be nice, eat tacos.
              
 
JUL / 2018
       

User Flow

Our best solution became clear: appointment scheduling that would save sales reps hours of time each day, while giving customers a customized, personal experience.

Customer upgrades smartphone 

In-Store 

Sales rep schedules  appointment 

In-Store 

SMS appointment notifications

Anywhere 

Setup call from a ProTech agent

At-Home

Customers with general technical issues also supported.
Sales reps incentivized to schedule appointments to keep DIRECTV NOW sales
commission when tech support agents ensure customers keep their subscriptions.
Reminders at time of booking at 30 minutes before appointment so customers don’t forget.
Call time average < 30 minutes, with options for additional follow up calls. Agents are highly trained and ensure ProTech app is provisioned on every call.