WEHCO Video, which offers digital video, high-speed Internet and telephony services through 13 cable companies across six states, has selected TOA Technologies and its native SaaS (News - Alert) solution, ETAdirect, to give field service operations a facelift.
ETAdirect brings together a full suite of integrated field service and appointment tools in one Web-based application. TOA Technologies (News - Alert) claims it to be the only mobile workforce management solution focused on delivering a unified and enhanced customer experience through intelligent, automated and predictive customer communications.
ETAdirect’s unique activity tracking provides a comprehensive time-study analysis of operations, improving planning and on-time performance, as well as managing customer expectations.
“We saw an opportunity to drive savings for the business and a better experience for our customers through the field workforce. We also knew taking advantage of this opportunity would require a major change in our field operations – replacing a mostly paper-based and very time-intensive process with a new approach rooted in sophisticated field service technology. It was critical that we find the right solution and the right field service partner to support us during this transition,” said Charlotte Dial, VP of administration at WEHCO Video, in a statement.
Dial said that the company is happy with the field service management solution provider it chose – TOA's proven track record in developing and implementing mobile workforce best practices for the cable industry made it the perfect partner.
Dial said that as ETAdirect optimizes field service processes rather than simply automating activities, the company was able to jumpstart workforce productivity from day one.
“The solution is providing our dispatch center with a clear and real-time picture of the progress of appointments at any given moment. Our technicians are using the application to capture customer information and feedback seamlessly," said Dial.
ETAdirect is being used by WEHCO Video to transform its field service process from paper-based to entirely digital, empower technicians with full access to appointment details and the ability to report job status, optimize field service operations resulting in increased technician productivity, and Improve collaboration between field technicians and the dispatch center regarding customer and appointment information, among other things.
Yuval Brisker, co-founder and CEO of TOA Technologies, said that the field workforce is unique in its dual responsibility – ensuring a customer's exceptional face-to-face experience with the provider, as well as effective and efficient fulfillment of cable services.
Brisker said that this position puts them at the center of customer experience and service delivery, and it's what makes field operations a unique part of cable companies – and a clear opportunity for reinvention.
“In our decade of experience working with cable providers, from Virgin Media (News - Alert) in the U.K. to Cablemás in Mexico, we have seen dramatic business transformations because of the field workforce. We are excited to help WEHCO Video take on this same kind of transformation, leveraging forward-looking field service technology as the foundation for achieving more productive operations and enhanced customer service,” he said.