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Repeat service calls within 60 days of installation are a major cause of customer dissatisfaction and churn: they consume 15% of repair technician productivity, drain 1.5% of customer service capacity and cost service providers almost
By using the WorkAssure solution at optimum efficiency levels, one top five U.S. cable operator increased productivity by 11% on average. That translates into one additional job per day per technician. The same cable operator also reported that technician travel time has decreased due to an up to 35% improvement in routing efficiency. Customer satisfaction at the MSO has increased through improved on-time arrival rates and fewer return trips.
"WorkAssure positively addresses two of an operator's biggest challenges: maximizing operational efficiency and enhancing customer satisfaction," said
As additional improvements are introduced to and implemented by service providers, projected savings opportunities continue to drive the optimization process. These include reduced utilization of contractors, improved manpower allocation, and increased effectiveness of the organization's quota, routing and dispatch roles through interaction, performance measuring and monitoring.
ARRIS recently selected CliIntel, a
"The ARRIS WorkAssure solution arms large service providers with powerful information to provide the best customer service to their subscribers," commented CliIntel CEO,
The ARRIS workforce automation solution suite is the established leader among field service/ workforce management applications in the broadband cable industry. The WorkAssure solution is the trusted platform for over 30,000 licensed users across 11 established service providers, and auto-routes in excess of 110,000,000 annual work orders. The platform is highly configurable to support a variety of industry disciplines through a set of sophisticated business rules, code tables, and data presentation characteristics.
For more information on ARRIS Network and Workforce Management Solutions, please visit: http://www.arrisi.com/get/workassure.
For more information on CliIntel, visit: www.cliintel.com
ARRIS is a premier video and broadband technology company that transforms how service providers worldwide deliver entertainment and communications without boundaries. Its powerful end-to-end platforms enable service and content providers to improve the way people connect – with each other and with their favorite content. The Company's vision and expertise continue to drive the industry's innovations, as they have for more than 60 years. Headquartered north of
Alex Swan, ARRIS Media Relations, 678-473-8327, firstname.lastname@example.org