Telecommunications provider will use ETAdirect, the only complete cloud-based mobile workforce management solution, as the catalyst to centralizing its field operations, driving higher quality service to customers and improved technician productivity
SÃO PAULO and CLEVELAND – Oct. 16, 2013 – Algar Telecom, a quad-play telecommunications provider in Uberlandia, Brazil, saw an opportunity: if it could centrally manage its mobile workforce, the company could more holistically view and improve its field operations. And, just as importantly, this centralization could also help the company improve the quality of service it provides to customers. As the core technology solution driving the success of this strategic initiative, Algar Telecom chose TOA Technologies and its ETAdirect field service management solution.
“We had a major initiative underway to create a more consistent, high quality experience for our customers. And it was clear that the group with the most potential positive impact on this initiative was our field workforce of more than 500 technicians,” said Luis Antonio Andrade Lima, CTO at Algar Telecom. “We knew we had to empower these mobile employees with the right technology so they could better keep the promises we make to customers – missing appointments less and instead arriving at the right job, with the right resources, on-time.”
“The field service management solution from TOA Technologies matched what we needed because it creates the most precise schedules possible using actual data about how each field employee works. That will give us the information we need to communicate more frequently and more accurately with our customers about the status of their appointments. And in the end, the TOA team demonstrated that not only did their technology fit our business needs, but also that they had great local reference customers and proved they could deliver the solution well ahead of our business deadlines,” said Lima.
Algar Telecom will use the ETAdirect solution to:
- Create a holistic view of its field operations, allowing the company to manage its mobile workforce more effectively, both in the moment and for long-term forecasting
- Accurately predict when field service technicians will arrive at customer appointments by using the data that the system learns about how individual employees work
- Communicate with customers before appointments, giving them an accurate appointment time up front, and then keeping them updated if there is a change in the appointment time
“Strategic initiatives such as enhancing the customer experience and improving field operations productivity are increasingly being adopted by telecommunications providers worldwide as differentiators for how they manage their business. It is these projects, especially in Latin America, that are leading telecom providers to field service management solutions, and specifically to TOA Technologies,” said Yuval Brisker, co-founder and CEO of TOA Technologies.
“It’s rewarding to see that our vision of a completely cloud-based mobile workforce management solution, that focuses on a real bottom line impact and the customer experience through predictive analytics, is coming to fruition across Latin America. And beyond the smart way that they are applying IT solutions to improve their business, we see Latin American companies as tech innovators – they continue to make it clear to us that legacy systems are out, and enterprise cloud and apps built for any device are in,” said Brisker.
TOA’s community of telecommunications customers in Latin America continues to grow. From Telefónica, with operations in 24 countries across Latin America and Europe, to GVT with more than 6,000 mobile service employees throughout Brazil, TOA enables companies in the region to better manage their mobile workforces, from Brazil and Argentina to Mexico and Panama.
To learn more about TOA Technologies and how its solutions are benefiting telecommunications providers around the world, visit http://www.toatech.com
About TOA Technologies and ETAdirect
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.
Across four 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. A Leader in the Gartner Magic Quadrant for Field Service Management, TOA Technologies is headquartered in the United States and has offices throughout Europe, Latin America, Australia and New Zealand.