SUWANEE,
Ga., March 18,
2014 /PRNewswire/ -- In its ongoing investment and
commitment to exceptional customer service, Time Warner Cable
(NYSE: TWC) has been offering one-hour service windows and precise
scheduling appointments — with the help of WorkAssure Field Service
Management by ARRIS Group, Inc. (Nasdaq: ARRS).
The ARRIS WorkAssure Field Service Management
solution enables Time Warner Cable to optimize the scheduling and
management of its field service technicians. It provides real-time
updates and visibility into technicians' ever-changing schedules,
adapting immediately to delays and other unforeseen events to
provide consumers with reliable, on-time service.
Time Warner Cable
deployed WorkAssure enterprise-wide—across its residential,
commercial, and plant maintenance operations. The solution's early
improvements to response times, scheduling, customer service, and
scaling to new subscribers and services earned recognition from
Time Warner Cable.
"Time Warner Cable deployed ARRIS WorkAssure Dynamic
Routing and Whole House Check solution to nearly 18,000 technicians
across our service areas in 2013, which already resulted in
significant improvements in operational efficiency and workforce
management," said John Keib, Time
Warner Cable's Chief Care and Technical Operations Officer. "We're
focused on delivering an exceptional customer experience and making
appointments more convenient for our customers by deploying
one-hour service windows. Our customer service goal is to set a new
standard of excellence from installation to ongoing support—and
that begins with reliable, on-time service."
The ARRIS WorkAssure suite for field service
management allows companies to markedly improve customer service
and event resolution with real-time interconnection of field
service, dispatching, inventory, and support staff. The
solution uses advances in mobile devices, wireless communications,
Internet portals, and contemporary software applications to
revolutionize the way service providers manage operations and their
mobile workforce. Integrated quality checks of new installations
and repairs validate the service quality and reduce the need for
repeat service calls. As a result, companies are better able to
retain and acquire customers through improvements in reliability,
quality, and incident management.
"Time Warner Cable is taking its customer service to
the next level with the addition of WorkAssure Field Service," said
Bryant Isaacs, President, Assurance
Solutions, ARRIS. "The feature is fully integrated into the Dynamic
Routing and Whole House Check solutions to give Time Warner Cable
complete control over customer service management. The ARRIS
solution ensures that their field service is not only as efficient
as possible, but is constantly improving Time Warner's customers'
experience."
About Time Warner Cable
Time Warner Cable Inc. (NYSE: TWC) is among the
largest providers of video, high-speed data and voice services in
the United States, connecting 15
million customers to entertainment, information and each other.
Time Warner Cable Business Class offers data, video and voice
services to businesses of all sizes, cell tower backhaul services
to wireless carriers and enterprise-class, cloud-enabled hosting,
managed applications and services. Time Warner Cable Media, the
advertising arm of Time Warner Cable, offers national, regional and
local companies innovative advertising solutions. More information
about the services of Time Warner Cable is available at
www.twc.com, www.twcbc.com and www.twcmedia.com.
About ARRIS
ARRIS is a global innovator in IP, video and
broadband technology. We have continually worked with our customers
to transform the experience of entertainment and communications for
millions of people across the world. The people of ARRIS are
dedicated to the success of our customers, bringing a passion for
invention that has fueled our 60-year history: We created digital
TV, delivered the first wireless broadband gateway and
are pioneering the standards and pathways for tomorrow's
personalized, Ultra HD, multiscreen, and cloud services. We are
dedicated to meeting today's challenges and preparing for the tasks
the future holds. Collaborating with our customers, ARRIS will
continue to solve the most pressing challenges of 21st century
communications. Together, we are inventing the future. For
more information: www.arrisi.com.
For the latest ARRIS news:
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EVERYWHERE
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EVERYWHERE
ARRIS and the ARRIS Logo are trademarks or
registered trademarks of ARRIS Enterprises, Inc. All other
trademarks are the property of their respective owners. © ARRIS
Enterprises, Inc. 2014. All rights
reserved.
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