Key Focus Areas

Customer Expectation Setting 

PMO must clearly communicate with the customer on issues at hand and expectations of resolutions and next steps.  

They must provided clear updates for scheduling.  PMO must communicate effectively the potential impact of customer actions and their effect on our ability to successfully protect our customers.  

In addition, they should enable sales and CS on these impacts in order for them to set consistent expectations.

Error Free and Timely Installs 

PMO must honor scheduled appointments for installs and removals and communicate to Field Services in advance if issues or changes to schedule arise.

PMO must collect feedback and lessons learned to improve and drive quality and reduction of installation issues.

 Timely Equipment Outage Resolution

Timely Customer Escalation Resolution 

   Improve Billing Accuracy 

Timely resolution to reduce billing credits.  Clear communication and proper process adherence to out of scope asks or changes requested by customer.  Proper documentation of reason code and identification of billing activities vs Pro-Vigil at fault.

Cost Optimization 

Conscientious stewardship of major COGS: i.e. Equipment Rentals, Field Service Contractors, Shipping (Inbound and Outbound) and Replacement part costs.  

Root cause analysis to provide preventive measures.  

Field Services available and commitment to owning their territory and adherence to scheduled Project Management related appointments.