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Time Warner (News - Alert) Cable recently announced the enterprise-wide deployment of the ARRIS WorkAssure Field Service Management solution. The deployment will optimize TWC’s customer service, operational efficiency and workforce management with the help of one-hour service windows and precise scheduling appointments by its field service technical consultants. TWC has deployed WorkAssure across its residential, commercial, and plant maintenance operations.

The WorkAssure Field Service Management focuses on improving field service by providing streamlined processing; advanced customer service infrastructure; automated workforce and field service management enable enhanced operational efficiency; increased field service productivity and improved response times and scheduling.

John Keib, chief care and technical operations officer at Time Warner Cable, said, "Time Warner Cable deployed ARRIS WorkAssure Dynamic Routing and Whole House Check solution to nearly 18,000 technicians across our service areas in 2013, which already resulted in significant improvements in operational efficiency and workforce management. We're focused on delivering an exceptional customer experience and making appointments more convenient for our customers by deploying one-hour service windows. Our customer service goal is to set a new standard of excellence from installation to ongoing support—and that begins with reliable, on-time service."

TWC chose the ARRIS WorkAssure Field Service Management solution to optimize the management and scheduling of its field service technicians. Full integration of the WorkAssure Field Service Management solution into the ARRIS Dynamic Routing and Whole House Check solutions provides TWC with complete control over customer service management. WorkAssure offers real-time updates and visibility, and adapts itself immediately to the ever-changing schedules of technicians and other causes of delay in responding to customer queries.

The solution leverages mobile devices, wireless communications, internet portals and concurrent software applications to manage operations and workforce. Some of the other benefits provided by the solution include improved reliability, service quality and event management; better acquisition and retention of customers; improved subscriber quality of service; integrated quality checks on new installations and repairs and a reduction in the need for repeat calls to customers.

ARRIS is a provider of innovative IP, video, and broadband technology solutions that offer real-time interconnection between field service, inventory, dispatch and technical support teams to provide improved customer service and incident resolution.