customer

CustomerZone360 NEWS

CustomerZone360 Home

Dish Network Provides New Portal that Gives Customers Accurate Service Appointment Times

By Christopher Mohr September 25, 2015

DISH Network recently introduced an online appointment portal that’s bound to please anyone who has ever had to set aside a four-hour time window waiting for a service tech to arrive. With My Tech, customers not only get an accurate ETA for service calls, but will also be able to know who the technician is scheduled to arrive at their home.


A video provided by DISH goes into a little more detail about how the process works. Customers first get an alert informing them of a 75-minute window during which a service technician will arrive. This is often substantially less than other household utility services, allowing customers to miss less time from work or perform personal tasks.

As the scheduled arrival nears, another alert with the name and a picture of the technician is sent to the customer. Software that uses Google Maps provides the current location of the technician, along with a real-time countdown that is even more accurate than the original ETA.

One of the worst things that can happen with any appointment time window is for the technician to show up with ten minutes remaining in a four-hour time window. While technically that complies with what was promised, customers are effectively restricted to their homes for three hours and fifty minutes. What’s even worse is for the tech to show up late because the customer has to wait not only during the originally-scheduled window, but additional time until the tech arrives.

DISH’s 75-minute window is relatively small, when compared to other companies that set appointments with time windows. UPS My Choice is a membership program that sets a two-hour window for customers to expect delivery of a package. Comcast Xfinity also sets appointments in a two-hour window with credits given if the tech fails to arrive on time. Cox appears to use a three-hour window over the lunch hour; a two-hour window otherwise.

One of the other concerns about appointments for technician service in homes is security. Stolen cable boxes, home invasions, possible con men, and fears of fake techs casing homes can all happen as a result of criminals posing as techs.

The My Tech portal is such a good idea that all utilities should use some equivalent of it. It requires no installation of mobile apps or PC software, is easy to use, provides safeguards against imposters gaining access to homes, and eliminates time wasted waiting for techs to arrive. DISH Network should be praised for creating something so helpful.




Edited by Rory J. Thompson

Contributing Writer

SHARE THIS ARTICLE
Related Articles

4 CRM mistakes that need to be conquered in your business

By: Special Guest    9/21/2018

For some businesses, it's something of a last thought. However, for those that really want to go the extra mile for their customers, investing in a so…

Read More

How to make customers love your next conference stall

By: Special Guest    9/21/2018

They are not going to work for every business out there, but some absolutely rely on the advantages that conferences bring to the table.

Read More

CUSTOMER Magazine Announces Winners of the 2018 CRM Excellence Award

By: TMCnet News    8/13/2018

TMC announced the winners of their 19th Annual CRM Excellence Award, presented by its premier publication, CUSTOMER magazine.

Read More

4 Reasons Your Amazon Affiliate Store Isn't Making Money

By: Special Guest    8/10/2018

If you have an affiliate store with Amazon and you aren't making any money, we understand the frustration. You've put in hours of work building your s…

Read More

7 Tips for Outsourcing Your Human Resources Department

By: Special Guest    8/7/2018

When your business starts growing and you need to hire additional talent, this is an exciting time. With more people working in your company, there is…

Read More