Taking DISH into the Cloud: Transforming the Business and Enhancing Customer Experience

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Presented at CISODenver 2014 by

Rob Dravenstott

Dennis Newman

DISH recently transformed its approach to customer service with a cloud-based employee dispatch and customer communications platform that consolidates operations and aligns the activities of thousands of technicians into one effi cient system. By arming its fi eld workforce with consumer-level mobile devices, the company improved real-time management of its nationwide fl eet, increased the accuracy of its arrival time customer alerts, and reduced the length of in-home appointments. Join this session for a best practice story that demonstrates a close partnership between IT and the business, and lessons learned in the process.