TOA Technologies adds to its momentum in Latin America with largest triple-play
communication service provider in Panama
PANAMA CITY and CLEVELAND – May 21, 2014 – As Cable Onda’s business continues its rapid growth, the Panama-based company needed a way to ensure that customer appointments are executed with the highest level of quality. Ready to switch from manual processes, Cable Onda was determined to achieve the most accurate, optimal mobile workforce operation possible using the most advanced technology available. With a routing optimization engine powered by learned performance patterns and predictive analytics to dynamically plan, schedule and manage the day, Cable Onda chose TOA Technologies and its cloud-based mobile workforce management solution.
“When we first started this initiative, our field management processes were all manual. This was holding back our growth potential – and our ability to provide timely service for our customers,” said Sonia de Rodríguez, Customer Service Director for Cable Onda. “We recognized that in order to meet our growth plans, we had to improve areas like our response time to customer requests, which is a metric that impacts both customer experience and the number of calls we receive in the call center. TOA Technologies was the clear field service management partner for us, because its ETAdirect solution addresses both of our needs effectively – to maximize operational efficiencies while also creating more transparent relationships with our customers.”
With 14 branches across Panama, Cable Onda has grown to be the largest provider of broadband, digital phone and high-definition TV services in the country. Using ETAdirect, TOA Technologies’ field service management solution, the company plans to overhaul how it manages all components of its mobile workforce, including capacity, routing, mobility and customer communications.
In its goals for the project, Cable Onda is targeting an increase in responsiveness to new appointments and on-time arrivals, as well as a reduction in the service window and incoming “where’s my tech?” calls. The ETAdirect solution will be integrated with the company’s billing system, ComArch Tytan.
“Cable Onda saw an opportunity to gain a competitive edge by turbocharging its field workforce, and knew that TOA has a 100 percent proven track record of delivering a clear advantage to its customers,” said Yuval Brisker, co-founder and CEO of TOA Technologies. “Central and Latin American companies continue to experience dramatic growth, putting a renewed focus on both reducing costs and increasing customer satisfaction. As TOA is expanding throughout Latin America, we’re finding that companies are demanding more than just good results in these areas – they need the most up-to-date technology and the most proven partners to truly make an impact.”
Because TOA’s ETAdirect is constantly measuring and acting on real-time information – location, employee availability, skill set, inventory, service windows – the solution provides:
The most optimal routes possible, treating every worker and appointment as unique
An unparalleled real-time view of what’s going on in the field, and the ability to act on it in the moment
The ability to manage work proactively to meet demand and the changing conditions in the field
Leveraging ETAdirect, customers of TOA Technologies have yielded results including increased daily job completion rates by 40 percent, improved on-time performance by 30 percent, decreased miles driven by 40 percent and reduced overtime costs by 75 percent.
“With the advantage of a mobile workforce management solution built on an advanced, reliable cloud-based infrastructure, companies like Cable Onda can confidently manage their mobile workforces knowing that each job is matched to the right employee and scheduled at the right time, maximizing capacity and keeping the commitments made to customers. Now, as companies in Central and Latin America are more than ready to adopt SaaS solutions, we’re ready to meet the demand of service providers in the region with the only natively cloud based mobile workforce management solution on the market scaled for enterprises,” said Brisker.
About Cable Onda A leader in innovation and quality, Cable Onda is the fastest growing company in Panama. Starting out as a small cable TV company, Cable Onda has grown to serve the telecommunications, technology and entertainment spaces, with undisputed leadership in digital pay TV, Pay Per View (PPV), free Video On Demand (VOD) content, high definition (HD) and convenient DVR service. With the installation of a modern fiber optic network, Cable Onda has been able to extend its product and service offerings in pay TV with Internet and fixed telephony.
Its vision is to deliver comprehensive solutions and superior service in every experience, through the effective response and the availability of products and services, always within a framework of respect, teamwork, integrity, passion and commitment to excellence, thus improving the quality of life for customers. Cable Onda’s International Data Center (IDC) is a world-class technological hub in the center of Panama City. It is designed to provide high levels of security in hosting systems, applications and mission-critical processes, as well as provide innovative technology solutions to the most recognized national and regional companies of banking, insurance, services, airlines, multinational lines and government entities.
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 browser-based, device-agnostic field service mobile app, employees are empowered to get the job done right, on-time, the first time. ETAdirect is quickly deployed, highly configurable, and easily integrated with existing CRM, ERP and other systems.
Across six continents, 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.