SUWANEE, Ga., May 30, 2013 /PRNewswire/ -- ARRIS Group,
Inc. (Nasdaq: ARRS) announced today that service
providers using its WorkAssure™ Workforce Automation suite have
experienced quantifiable gains in subscriber satisfaction and
workforce productivity, through optimization and measurement
efforts using CliIntel's Business Process Analysis.
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 $6.00 per subscriber per year.
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 Bryant
Isaacs, ARRIS President, Media & Communications Systems
Group. "With WorkAssure, operators can streamline operations
through workflow improvements and automation. The solution
increases productivity, reduces errors, and improves
reliability."
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 Denver-based data analytics and process
optimization company, to optimize efficiencies and implement
individual Business Process Analysis studies. The goal was to
enable ARRIS customers to achieve optimal results and maximum ROI
through the ARRIS workforce solution. ARRIS leveraged CliIntel's
professional services teams utilizing their INSIGHT™ methodology
and systems to aggregate data, analyze system configurations and
measure performance.
"The ARRIS WorkAssure solution arms large service providers with
powerful information to provide the best customer service to their
subscribers," commented CliIntel CEO, Richard Batenburg. "Our professional services
teams are helping ARRIS clients operate WorkAssure to its optimum
efficiency levels and create a better overall customer
experience."
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
About ARRIS
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 Atlanta, in Suwanee,
Georgia, ARRIS has R&D, sales and support centers
throughout the world. For more information: www.arrisi.com
SOURCE ARRIS Group, Inc.