Pennsylvania based cable and broadband service provider Blue Ridge Communications has reportedly deployed TOA Technologies’ Software-as-a-Service solution to manage and optimize its field workforce to reduce operations costs and improve customer service.
An on-demand mobile workforce solution, TOA’s SaaS solution supports BRC's mission-critical management of its 220 field technicians via real-time tracking and scheduling in the field.
Company officials said that TOA offers BRC dispatchers a real-time predictive picture of the field, making it easier to manage technician routes and schedules as needed to meet appointment time commitments made to subscribers.
Thank to TOA, users can easily configure and implement, automatic software upgrades and maintenance. Since the solution is an on-demand platform, it does not require license fees, in-house IT support or mobile devices to access the system. Moreover, TOA also reduces paper consumption by delivering schedules and routes to technicians via any web-enabled device, said company officials.
Mark Masenheimer, vice president of operations at BRC, said that the company’s staff, whether technicians in the field, dispatchers in the back office or the IT group, have found TOA's solution “easy to use, easy to run, easy to manage and easy to own.”
“We were impressed with TOA's innovative SaaS solution and their long-term vision for enhancing our customer appointment experience while reducing our operating costs,” he said.
TOA’s customer-focused mobile workforce management solution can “accurately” predict the time of arrival for appointments down to just one hour, said company officials. Moreover, it can automatically keep BRC subscribers informed of the status of their appointment through the full spectrum of available modern communication channels -- automated voice messaging, email, text, IM or Web updates.
And, once the installations are completed, TOA also automates the survey feedback process. Company officials said that this provides BRC with valuable insight at the beginning of the subscriber relationship.
Yuval Brisker, president and CEO at TOA Technologies , said that BRC places a high value on providing their subscribers with the ultimate customer experience.
“TOA is partnering with BRC to streamline their field operations using TOA's advanced Web-based tools,” Brisker said. “By focusing on better managing customer expectations and providing personalized appointment information via TOA's patent-pending predictive technology and advanced communications, BRC not only enhances the customer experience but also dramatically improves operational efficiencies and saves money along the way.”
