Cable Technology Feature Article
TOA Technologies Takes Mobile Workforce Management Solutions to a New Level
By Allison Boccamazzo, TMCnet Web Editor
TOA Technologies (News - Alert) has proven itself to be an upstanding provider of the only enterprise-grade, on-demand mobile workforce management solutions for many years. Providing mobile workforce management solutions that run 99.9 percent of the time, TOA requires no installation of maintenance, is completely configurable, has no associated license fees, and delivers a new paradigm for managing leaders in the field.
The company’s approach is centered on four key aspects – time, predictability, self-learning, and being customer focused – which has made them the most reliable enterprise mobile workforce management, as well as the most flexible enterprise asset management software.
TMCnet caught up with TOA at The Cable Show 2012, where it shed light on some of its latest innovations and discuss what they deem “the most innovative mobile workforce management solution in the industry.”
What does TOA attribute this success to? Susan McLaughlin, strategic sales, TOA Technologies, says, “If the customer’s at the center, the rest will fall into place.” In other words, around 10-20 years ago, it all started and stayed in the back office, whereas TOA’s solutions start with the customer, as well as put the customer in the center of everything.
Additionally, the company has extended their services to allow for a variety of new and exciting opportunities concerning tech appointments. For one, the customer can go onto a company’s website and find out exactly when the tech will be arriving at their home. They also have managed to narrow a wide service window of typically four hours down to one, as well as provide customizable notifications in advance, allowing customers to be able to carry out more tasks with more flexibility and preparedness.
TOA is successful in effectively narrowing the appointment window because it is able to look at each individual tech to therefore provide customizable and exact information about the appointment, for example, depending on each tech’s individual behaviors and patterns. This then provides a clearer, more comprehensible process for the customer, who will be dependent on the tech at hand.
Mistakes do inevitably happen though, and TOA anticipates these – as they realistically should. There are a few options when it comes to this; the engine can either replace one tech with another or notify the customer that the tech will be running late. This can either be automated or manual depending on the company’s preference.
The impact? “It’s just amazing,” says McLaughlin.
The customer’s time is respected and always given enough advance notice. Tech’s will also benefit from this new advancement and will enjoy their job more, but at the end of the day, the customer ultimately wins.
Edited by Rachel Ramsey