Cable Technology Feature Article
Cable ONE Deploys TOA Technologies' ETAdirect Mobile Workforce Management Solution
By Jyothi Shanbhag, TMCnet Contributor
Serving 650,000 customers in 19 states with high speed internet, cable television, and telephone service, Cable ONE has recently incorporated the TOA Technologies ETAdirect solution into its billing system, to drastically enhance its operational proficiency while enabling the cable operator to improve the customer experience.
Officials at Cable ONE said that they were evaluating variety of mobile workforce management software in the market and later on finalized an ETAdirect solution to meet the company’s long-term field service management goals.
ETAdirect’s Smart Mobility gives field service personnel access to everything they need to work more efficiently and successfully. It delivers a daily schedule of job assignments, equipment inventory, tech manuals and other job-related information. And SmartMobility completely syncs users in the field with managers back in the depot or office, enabling real-time reporting of job progress and other activities.
Thanks to the power of HTML5, SmartMobility maintains full functionality on any device, on any operating system, on any carrier. Users simply log on through any Web-enabled laptop, tablet or smartphone. SmartMobility’s combined features help modernize business processes, manage inventory and speed job completion.
Gary McDonald, senior director, technical operations at Cable ONE said that they spoke with the TOA Technologies team about their approach – optimizing field resources by learning each technician's performance and using predictive analytics to create profiles for each person.
“We knew that if we wanted to gain both operational efficiencies and better deliver on our promised appointment windows to customers with a single system, ETAdirect was the solution for Cable ONE."
ETAdirect mobile application is in the cloud and delivered via a browser and this facility is helping Cable ONE's Panasonic (News - Alert) Toughbook CF-19s users in the field to get automatic updates, while saving IT time and ensuring the solution is always recent.
"As a consumer, I know that continuous and transparent communications, and shorter appointment windows, are keys to a positive customer experience," said Yuval Brisker, co-founder and CEO of TOA Technologies (News - Alert). "That's why we designed TOA's field service management solutions to focus on bringing the customer into the service loop."
Also, ETAdirect is device-agnostic, thus offers the flexibility to embrace any new mobile device without worrying about the compatibility.
Edited by Maurice Nagle