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.
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:
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.
Kalia Farrell, +1-215-323-1059, Kalia.Farrell@arrisi.com