Workforce Management Feature Article
May 06, 2010
TOA Technologies Mobile Workforce Management Solution Picked by Suddenlink
By Shamila Janakiraman, TMCnet Contributor
TOA Technologies, offering a cloud-based solution for mobile workforce management and customer communications, has announced that Suddenlink Communications has deployed the TOA system to unify the management of its field technicians across the national network.
The TOA system was adopted by Suddenlink last year in order to improve the customer experience and also the scheduling efficiencies.
Suddenlink is a well known cable broadband company in the United States and it offers services encompassing TV, Internet and other phone services. The company is leveraging TOA's advanced on-demand platform for streamlining its field technical operations and customer appointment management to include it in one central standardized system.
This solution allows Suddenlink managers to monitor all field activities up to the level of the individual technician and customer appointments under a unified, real-time view of daily operations, said company sources.
TOA's time-based application employs predictive analytics to identify and analyze the individual work performance patterns of each technician for predicting the arrival and duration times of future work orders. Suddenlink's field technicians can use TOA's system and leverage the schedules and routes in real-time to help ensure on-time arrivals. Suddenlink proposes to test other features of the system like automated proactive customer communications regarding appointments.
"We have a dedicated and talented group of technicians who work hard every day to provide our customers with great service," said Tom McMillin, Suddenlink's Chief Operating Officer. "TOA complements their skills and makes it easier for them to consistently achieve their customer-service goals."
TOA sources explained that companies can use this Cloud-based solution to manage mission-critical field operations. TOA also provides a device-and-platform-agnostic system for unifying disparate systems into a single and holistic view. TOA's sophisticated integration tools and the on-demand Web architecture helps provide an easy to manage environment.
Yuval Brisker, CEO of TOA Technologies (News - Alert) said, "Service providers around the country are searching for ways to centralize operations and reduce expenses while improving customer service."
Brisker added that TOA features advanced technology and scalability and strives to meet customer needs for proactively managing mobile workers.
TOA is a predictive, time-based analytics and performance pattern recognition solution which helps reduce customer wait times besides increasing field workforce efficiency. TOA automates Time of Arrival communications across multiple channels for keeping customers apprised of their appointment status. It provides on-demand tools for real-time planning, routing, dispatching and tracking of workers in the field.
Shamila Janakiraman is a contributing editor for TMCnet. To read more of Shamila's articles, please visit her columnist page.
Edited by Patrick Barnard