“The Cajun Puller: How AT&T’s Innovation Pipeline saved millions and improved customer satisfaction”
AT&T Inc. is an American multinational telecommunications holding company headquartered in Downtown Dallas, Texas. Presently, it is the world’s largest telecommunications company by revenue and the third-largest provider of mobile services in the U.S. In our series of AT&T Innovation, this is another great piece of the story.
Idea and Implementation:
In 2009, AT&T launched The Innovation Pipeline (TIP), an online crowd-sourcing platform for its global workforce to bring together the finest ideas from throughout the company. As of 2019, over 50,000 ideas were submitted by 130,000 members from 54 countries and all 50 states, and over 100 projects have turned into genuine products and services.
AT&T Innovation captured an idea from an employee. Cajun Puller initiated the idea who was the company’s Network Service Manager from Louisiana. The employee came up with the concept and initial prototype of a cajun puller to quickly reconnect customer fiber in just one technician visit so that they do not have to wait for a second workgroup to arrive to answer their complaints.
Results of AT&T Innovation pipeline:
After submitting the solution to TIP, AT&T developed a working prototype for their technicians. As of now, AT&T has deployed 1,000 Cajun Pullers in the field which is estimated to save the company $10 million a year.
We all get irked every time our broadband disconnects due to some issue. I cannot sustain and start buying data packs to get me through the day. AT&T manager’s Cajun puller idea was a blessing for everyone who has spent loads on buying mobile data packs. Fixing fibre issues in just one technician visit was a distant reality some years ago, and now it is possible, all because an organization was keen to listen to its employees’ ideas and implement them.
Did you know your employees too could have amazing ideas that could help cut costs, increase customer satisfaction, have a direct impact on revenue and solve value chain supply problems? If you are not capturing them, you’re missing out. Start capturing your employee’s ideas today with idea management software like InspireIP. Want to know more? Click here.