Workforce Management Feature Article
October 22, 2012
Cablemas Picks Mobile Workforce Management Solution from TOA Technologies
By Rajani Baburajan, TMCnet Contributor
TOA Technologies (News - Alert), a provider of mobile workforce management solutions, announced that Cablemas, part of the Televisa family of companies, has chosen TOA Technologies' ETAdirect to help transform its field service operations across Mexico and redefine its customer experience.
The leading cable and broadband operator picked the cloud-based mobile workforce management solution from TOA Technologies to intelligently schedule, route and manage its customer-facing field service employees, while also reducing operational costs.
ETAdirect applies patented time-based pattern recognition and predictive analytics technology to support field service management. The cloud-based, mobile and social technology improves the planning and management of the field teams and empowers those people to positively impact the customer experience.
With ETAdirect Cablemas gets the ability to monitor every field service employee, both in-house and contracted. The company can also intelligently and automatically communicate with its customers before, during and after the appointment experience through the channel of their choice -- automated phone call, text message, e-mail and more, allowing customers to confirm, cancel or reschedule an appointment.
Further ETAdirect allows customers to use the Cablemas website to track the precise estimated time of arrival of the field service employee to their home or business location, all based on the real-time information provided by ETAdirect.
Cablemas will go live with TOA's ETAdirect solution in early 2013. The system will move from a completely manual, paper-based process to a single system that will centralize its dispatch and field service operations across all of Mexico.
"Operationally, we outgrew our manual scheduling and routing processes,” said Enrique Galilea, director of operations with Cablemas, in a statement. “For example, there were sometimes four copies of the same customer service order, which could impact our ability to get to customer appointments on time as promised.”
Galilea said that TOA Technologies’ mobile workforce management solution optimizes field work and help the company improve customer experience. “Using its patented self-learning pattern recognition technology and a state of the art mobile application, ETAdirect will benefit not only Cablemas' employees but also our valued customers.”
"Taking field service to the next level is a major opportunity for immediate cost savings and enhancing the customer experience everywhere. Organizations like Cablemas genuinely want to be more transparent and to communicate with their customers throughout the service experience," said Yuval Brisker, co-founder and CEO of TOA Technologies.
Edited by Amanda Ciccatelli