MC VISION : CANAL+/CANALSAT PAY TV DISTRIBUTOREvolution of customer intervention sheet, aiming to increase accounting prevision accuracy, monitoring quality and customer satisfaction.

A PROPOS DE MC VISION

Born from a partnership between Canal+ Overseas and the Mauritian group Currimjee in 1999, MC Vision is the distributer and representative of the subscritption group of french Canal+ television channels. The company manages a park of over 100,000 subscriptions to the CanalSat bouquet in Mauritius, making it the uncontested market leader in the favourite Mauritian pastime: Television

THE CHALLENGE

MC Vision operates a team of technician-installers spread between internal and external resources. Tasked with the initial installation of a parabolic antenna and the audiovisual equipment connected to the subscriber’s television, this same team is also responsible for all onsite support and troubleshooting. Three key issues were present: 1) The accounting information of the chargeable technical interventions was only visible after a

delay of several weeks due to the data having to be manually input into the management system.

2) The client followup (a phone call to the client after an intervention) was only carried out after several days leading to

3) Inefficient and inaccurate overall measure of client satisfaction

THE SOLUTION

Integrated with the Oracle-based central management system of Canal+ subscribers, the solution running on FileMaker, reads the relevant data in order to plan and transmit to the remote teams’s iPads their intervention planning, in real time.

Each technician-installer is equipped with a Cellular iPad Mini on which they log each task carried out during the course of an intervention. They can then take photos of their installation for future reference and present the entirety of the information in an intervention report the the subscriber for their signature. After each intervention the subscriber receives a confirmation of the end of the intervention via SMS. The client services also receive an intervention report directly in their Oracle database. The same evening client services can carry out a customer satisfaction survey with the subscriber to ensure maximum satisfaction.

The MC Vision accounting department also gains real-time visibility on the the finances generated by the billed interventions and are able to rapidly reconcile the billings with the respective teams ‘on the ground’

TECHNOLOGIES

- 30 Cellular iPad Minis - Water resistant and shock proof protective cases - Mac Mini Server - FileMaker Server - FileMaker Go for iPad - VPN - SQL & Active Directory integration

CLIENT BENEFITS

- Faster intervention planning - Overall reduction in technicians needing to travel from head office - Faster visibility of operational and financial information - Real-time visibility of technical teams’ activity - Increase in client satisfaction