TOA Technologies today announced it has successfully completed the deployment of Cox Communications' and TOA's jointly developed Web-based platform to manage Cox's mobile workforce and appointment-related customer service.
TOA Technologies, the only Cloud-based enterprise solution for mobile workforce management and customer communication, has fully integrated with Cox Communications' existing CRM and other operations systems to improve workforce efficiencies and reduce expenses.
Cox, the third largest cable provider in the United States, continues to enhance its customer service by reducing customer wait times and proactively communicating appointment status updates through TOA's solution.
TOA and Cox completed the enterprise-wide deployment of the system to all of Cox's sites coast-to-coast on time and on budget in record time. TOA's on-demand solution replaces Cox's legacy system with the next-generation of mobile workforce management . TOA's solution equips Cox's field technicians and dispatchers with a comprehensive suite of tools to perform mission-critical customer service appointments efficiently and courteously, including automated software that can rapidly optimize job allocation and route 10,000 appointments in under five minutes. TOA's solution also provides a mobility solution for Cox field technicians to perform all their work without ever needing to talk to a dispatcher. In addition, TOA's predictive "Where's My Tech?" service, which Cox is rolling out, allows continuous updates to subscribers on the status of their appointment both via phone or the web.
"It has been an excellent year for the Cox Field Service, Cox IT and TOA partnership," says Catherine Mitchell, Vice President of Field Services at Cox. "We set out together to upgrade Cox's legacy workforce automation system with a future-ready platform that would provide us with critical long-term flexibility and control to streamline productivity and enhance the customer experience. By providing technicians with access to critical job and customer information, as well as a wealth of self-service functions, we made life in the field and the back office much easier."
TOA's customer-centric SaaS solution enhances customer service by predicting with a high degree of accuracy when a technician will arrive at a subscriber's home -- and allowing service providers to give customers a smaller "wait window" of just one hour. Its patented, industry-leading, predictive statistical engine analyzes learned historical performance patterns, overlays skill set, job history and customer proximity to accurately predict the amount of time each engineer will take to complete an appointment and personalizes his or her schedule accordingly. TOA was recently granted a US Patent in recognition of the uniqueness of this approach. The patented TOA solution combines its unique, time-based view of the field with the fastest scheduling optimization engine on the market, advanced mobility and management tools and proactive customer communications.
"This ground-breaking initiative is a testimony to Cox's leadership in technological innovation and its sharp focus on constantly enhancing customer satisfaction," said Yuval Brisker, CEO of TOA. "With Cox's world-class field service and IT teams, we were able to successfully work together to develop and deploy a game-changing solution faster, more efficiently and more successfully than ever before."