Cablemas chooses TOA Technologies’ ETAdirect to enhance the customer experience and improve on-time performance
CLEVELAND, Oct. 18, 2012 /PRNewswire/ — When Cablemas set out to find a proven technology solution to intelligently schedule, route and manage its customer-facing field service employees, operational cost savings were of course critical. But Cablemas had a bigger vision – to transform its customer service experience. So when one of Mexico’s leading cable and broadband operators discovered the only solution provider to also offer innovative customer experience and field service management tools in one application suite, their decision was easy. Cablemas chose TOA Technologies and its cloud-based ETAdirect mobile workforce management solution to help transform its field service operations across Mexico and redefine its customer experience.
“Operationally, we outgrew our manual scheduling and routing processes. For example, there were sometimes four copies of the same customer service order, which could impact our ability to get to customer appointments on time as promised. To become the leading provider of excellent customer service in Mexico, while reducing unnecessary costs, we needed to do better for our three million subscribers. TOA Technologies offered us the way,” said Enrique Galilea, director of operations with Cablemas.
“Coming from a manual world, we didn’t want a solution that would simply take our paper processes and make them electronic. This customer experience project was truly transformative for Cablemas, and we needed a transformative and leading field service management solution to help us to best serve our customers. In addition to sharing our focus on the customer, TOA Technologies uniquely optimizes field work. Using its patented self-learning pattern recognition technology and a state of the art mobile application, ETAdirect will benefit not only Cablemas’ employees but also our valued customers.
“With this joint vision and TOA’s commitment to continuous invention and innovation, we know that this is just the beginning of a successful long-term partnership for Cablemas and TOA,” said Galilea.
Cablemas, part of the Televisa family of companies, will go live with TOA’s ETAdirect solution in early 2013, going from a completely manual, paper-based process to a single system that will centralize its dispatch and field service operations across all of Mexico. ETAdirect will give Cablemas the ability to monitor every field service employee, both in-house and contracted. But perhaps more importantly, it also allows the company to intelligently and automatically communicate with its customers before, during and after the appointment experience through the channel of their choice – automated phone call, text message, email, etc. – allowing customers to confirm, cancel or reschedule an appointment. And, customers will be able to use the Cablemas website to track the precise estimated time of arrival of the field service employee to their home or business location, all based on the real-time information provided by ETAdirect.
“Taking field service to the next level is a major opportunity for immediate cost savings and enhancing the customer experience everywhere. Organizations like Cablemas genuinely want to be more transparent and to communicate with their customers throughout the service experience,” said Yuval Brisker, co-founder and CEO of TOA Technologies.
“This is why TOA Technologies’ built the industry leading ETAdirect solution first and foremost with the customer in mind. Whether the service being delivered is a pipe that needs to be fixed within a service level agreement time window or, like Cablemas, a consumer waiting at home for a new service or a repair appointment, thinking customer first and bringing the customer into the loop of the appointment event is the only path to both creating a superior, holistic experience and maximizing the optimization of the field service resources.”
ETAdirect applies patented time-based pattern recognition and predictive analytics technology to field service management and provides consumers waiting at home with precise arrival times and ongoing appointment status information. This is made possible with unique cloud-based, mobile and social technology that both improves the planning and management of the field teams and empowers those people to positively impact the customer experience.
Cablemas joins a growing number of companies in Latin America and around the world that are choosing TOA Technologies and its award-winning solution, ETAdirect, for field service management. For more information on why Cablemas and enterprise organizations such as GVT, TIM Brasil and many others are choosing ETAdirect, go to http://www.toatech.com.
About TOA Technologies
TOA Technologies is the leading provider of mobile workforce management applications. ETAdirect, TOA’s patented platform, improves customer service while dramatically reducing operational costs and delivering immediate and lasting return on investment. As the industry’s only complete on-demand solution, ETAdirect uses time-based pattern recognition and predictive analytics to provide the most advanced and accurate field service management application on the market. ETAdirect reduces customer wait times while increasing field workforce efficiency. TOA’s solutions are cloud-based, quickly deployed, highly configurable and easily integrated with existing CRM, ERP and other solutions.
Across four continents, ETAdirect manages mobile workforces for some of the world’s most recognizable global brands in the satellite/cable/broadband, telecom, utilities, insurance, home services and retail industries. Named Best of Breed and a Visionary in the Gartner Magic Quadrant for Field Service Management, 2011, TOA Technologies is headquartered in the United States and has offices throughout Europe, Latin America and Australasia.
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Yuval Brisker | http://www.profnetconnect.com/brisker
SOURCE TOA Technologies