Broadband provider will arm more than 200 technicians with TOA’s cloud-based field service management application, ETAdirect
CLEVELAND – March 11, 2014 – Multiple system operator Armstrong has built a reputation for phenomenal service delivered by passionate people. So when it came time to support the technicians who are responsible for the company’s most intimate customer interactions, they were determined to find a technology partner with a solution that went beyond basic automation. Armstrong selected TOA Technologies and its ETAdirect solution to increase field operations’ productivity and personalize the work experience for its technicians. With TOA, Armstrong will transform how the field employees get, report and complete work, engage with customers and communicate with and support each other.
“We were looking for field service management software that would make our field technicians more efficient,” said Eric Aulbach, CIO at The Armstrong Group of Companies. “It was also critical that the application transform the work experience for the field employees who rely on it daily, by empowering them with the right tools and information to always provide a great customer experience.
“Because TOA’s ETAdirect uses time-based data collected in the field combined with advanced predictive analytics to optimize and personalize the work for the field force, it is the perfect solution to help us achieve our goals. ETAdirect will reduce drive time between appointments significantly while allowing us to create daily schedules that start and end near technicians’ homes. And, it provides a built-in approach to enable collaboration between technicians, which is a key capability our field teams need to be more successful.”
Armstrong will use ETAdirect to:
Drive efficiencies in travel time
Create schedules that lead to greater employee satisfaction
Enhance customer service thanks to mobile employees who have all the right information at their fingertips (using a browser-based app accessible on any device) and equipment on their trucks
Enable field technicians to communicate directly with each other – right inside the same mobile field service application they use to access job details and complete work
Seamlessly connect field technicians to its billing systems using the solution’s powerful APIs
“When we say ‘field service done right,’ it goes way beyond basic automation or route optimization – it is a paradigm shift in the method for creating productive and happy workforces. The right technology should be a catalyst for driving new and improved benefits for three unique groups – cost savings for the business, a personalized and enhanced work experience for mobile employees, all ultimately leading to a seamless and meaningful service experience for customers,” said Yuval Brisker, co-founder and CEO of TOA Technologies.
“Armstrong’s dedication to employing great people to deliver great service, combined with TOA Technologies’ decade of experience enabling large and small cable operators around the globe to provide that great service to their customers, makes this an ideal long-term partnership. ETAdirect is the right solution to meet Armstrong’s field service management goals today, tomorrow and well into the future,” said Brisker.
About Armstrong Armstrong provides high-speed Internet, television and telephone service to customers in Pennsylvania, Ohio, West Virginia, Kentucky and Maryland, and is America’s 14th largest multiple system operator (MSO)*. *SNL Kagan, 2014
About TOA Technologies TOA Technologies is a leading provider of field service and mobile workforce management software solutions. ETAdirect, TOA’s complete cloud-based field service management application suite, holistically manages the entire service delivery process from start to finish: from the moment an appointment or service is requested, through planning, routing and scheduling, to real-time customer communications and field management. ETAdirect measures everything that happens in the field, from travel times to appointment length, and creates unique performance pattern profiles for each and every person in the field. TOA’s patented statistical analysis engine then uses these personalized profiles to predict when things will happen and how long they will take. With the most accurate schedules and ETAdirect’s browser-based and device-agnostic field service mobile app, mobile employees are empowered to get the job done right, on-time and the first time. ETAdirect is quickly deployed, highly configurable and easily integrated with existing CRM, ERP and other systems.
TOA Technologies and its ETAdirect solution suite manage diverse mobile workforces in the satellite/cable/broadband, telecom, utilities, insurance, home services and retail industries, helping them achieve their goals of reducing operational costs while dramatically enhancing the customer experience. TOA Technologies is headquartered in the United States and has offices throughout Europe, Latin America, Australia and New Zealand.