CORPORATE OVERVIEW

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DISH is a Fortune 250 company with more than $13 billion in annual revenue that continues to redefine the communications industry. DISH operates a national in-home installation workforce, as well as an advertising sales group delivering targeted advertising solutions on DISH TV and Sling TV. In addition to its TV services, DISH has commenced buildout of a national narrowband "Internet of Things" network to provide innovative connectivity solutions and applications through its strategic spectrum portfolio.

CUSTOMER QUICK FACTS

Company:
DISH

Industry:
Telecommunications

Size:
10,001+ employees

Headquarters:
Englewood, CO

Website:
https://www.dish.com

"Zinc makes it easier for our teams in the field to access the subject-matter experts they need to deliver award-winning service in the home."

Robb Origer
VP In-Home Services
DISH Enlists Zinc to Optimize the Customer Experience

Challenge

DISH Network, a leading direct-broadcast satellite service provider, has thousands of field technicians who install, maintain and fix equipment and services for customers nationwide. These technicians have been integral to DISH’s award-winning customer satisfaction levels year after year.
As DISH began its next big market move toward providing in-home customer service for its partners, leaders looked for a real-time communication solution that would allow DISH service teams to continue delivering exceptional customer service, while improving first-time fix rates and reducing job overruns across a variety of new products and services.

Solution

After researching different solutions, DISH identified Zinc as the leading vendor due to the ability to get technicians instant support using any mode of communication on a platform that is secure, scalable and easy to administer. DISH rolled out Zinc to a few thousand employees in a span of 2 weeks.

Results

Zinc transformed DISH’s field service execution by connecting technicians with experts in real time, providing easy access to relevant information and alerts, and offering frictionless collaboration via any mode of communication so that technicians could exceed customer expectations. With better access to support on the job and fewer barriers to teammates and company information, DISH has also seen improvements in employee engagement and retention.