DISH Customer Story

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.

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.

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.