Netline Transforms Customer Experience with Zinier's Field Service Platform

Background

Netline is a leading telecommunications provider in Chile, delivering high-quality connectivity services across the country. With a diverse portfolio of operations including customer installations, repairs, base station maintenance, and data center work, Netline has established itself as a service leader committed to responsive customer care. The company manages complex field operations across metropolitan areas in Chile, with technicians servicing various types of sites from customer locations to telecom towers in hillside areas. Netline's commitment to respond to all customers within 24 hours has been a key market differentiator, requiring efficient coordination and clear visibility of their field operations.

Challenge

Netline needed an integrated solution to streamline its field operations, unify multiple systems, and provide real-time visibility into service delivery. The lack of a unified system resulted in miscommunication, wasted resources, and a frustrating experience for both customers and field technicians. Without clear visibility, supervisors struggled to efficiently allocate resources, often leading to last-minute schedule changes and unfulfilled service commitments.

Solution

Netline partnered with Zinier to implement a comprehensive field service automation platform. The implementation was completed in under 90 days, with Zinier's team and partners involved from the beginning in both development and information gathering phases.

The solution successfully unified 5 separate operational systems into a single platform, creating an integrated ecosystem for all field service activities.

Results

By implementing Zinier's platform, Netline achieved significant improvements across their operations. The platform enabled Netline to address potential issues proactively before they escalated, provide real-time visibility into field activities, and deliver consistent service across all customer segments. With unified systems and better operational control, Netline transformed their field operations from a potential pain point into a competitive advantage.

Looking Forward

As Netline looks to the future, the company focuses on continuing to optimize its field operations and enhance the customer journey. By leveraging Zinier's scalable platform, Netline is well-positioned to support ongoing growth without requiring extensive operational changes. The flexibility of Zinier's solution enables Netline to quickly adapt to changing market conditions and maintain their competitive edge in Chile's telecommunications industry.

Conclusion

Netline's partnership with Zinier has modernized its field operations and positioned it as a leader in service delivery within Chile's telecommunications industry. By embracing Zinier's platform, Netline has unified multiple systems, gained real-time visibility into field operations, and achieved substantial improvements in both operational efficiency and customer satisfaction. The implementation has enabled Netline to increase installations completed within 24 hours from 67% to 92% while improving their Net Promoter Score by 32%. As one of Zinier's longest-standing customers, Netline continues to set new standards for service excellence in the telecommunications sector.

About Zinier

At Zinier, we are committed to the success of the world's deskless workers. We are on a mission to enable these 2.7B deskless workers to achieve greater success for themselves and the world around them. Guided by this understanding, we orchestrate workflows that help field service organizations stay in full control of and have complete visibility into the field execution process.

Zinier is a cloud-based field services platform, powered by Generative AI, that helps organizations improve efficiency of field techs while enhancing customer satisfaction. Our web and mobile app automates key back office tasks, provides technicians a seamless way to record their work in the field, and improves your customer experience. Through the use of no-code tools, our platform offers you out of the box software to help scale operations and field execution workflows that can be tailored to meet your business process needs.

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