Five things a field engineer should never have to figure out on site
Every abortive visit, every job that takes twice as long as it should, every engineer who calls the office from a cabinet — these are information failures. The work is...
Read MoreThe job that got rescheduled four times
One installation. Four engineer visits. Eighteen days. Five separate system failures, none of them catastrophic on their own, each one compounding the last. This is what a bad week looks...
Read MoreWhy treating OLOs like email contacts is costing you wholesale relationships
Email is not an operational system. When the primary mechanism for keeping wholesale partners informed is a message to an account manager, the information has to travel through several unreliable...
Read MoreHow a transposed serial number becomes a six-month headache
4A2F916B versus 4A2F961B. Two digits swapped. The service works fine. Nobody notices — until the customer reports a fault six months later and the remote reset command goes to a...
Read MoreYou're scaling your headcount instead of your platform.
Every time volume grows and the answer is another hire, the underlying economics get a little worse. The operations team that used to handle 300 installs with ten people now...
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