OTM turned to DigTix presenting the challenge of improving efficiency as they were running into functionality issues with their existing ticket management system for their 811 One Call programs – which ultimately was a disruption to their daily workflow.
OTM’s challenge was not just changing ticket management systems, but doing so while mildly understaffed with a moderately heavy ticket volume workload. OTM locators knew that trying to balance the load of ticket volume and learning a new system while still meeting productivity goals was going to be a bit of a lift.
The Cause for Change
OTM had two primary pain points with their existing ticketing management system for 811 One Call programs. OTM’s selection of DigTix streamlined:
- Video attachments and image uploads using the built-in camera and image compression technology helps OTM avoid the difficulty and disruption to the daily workflow of waiting on file uploads.
- The ability to route tickets and efficiently process work throughout the day.
- On a business-level, OTM needed a system or platform that could support multiple lines of service such as locating and documenting 811 One Call tickets, Damage Prevention Vehicles (DPV) and Private Utility Locating, versus utilizing three different systems.
With a four-week completion window, the OTM team also wanted to coordinate the software switch to coordinate with the start of a new month to simplify the back end billing processes.
Review and Future Vision
OTM’s mission is to manage their partner’s infrastructure in such a way as to protect life, as well as the environment. They are focused on customer service excellence without exception and have built a reputation of high quality service.
To learn more about On the Mark Utility Management Services visit otmlocating.com.
We would love to set-up a demo of the DigTix system and the opportunity to discuss how we can provide a customizable solution to your ticket management challenges. Schedule a demo to see it in action.