Cable & Telecommunications

For too long, the “cable guy” has been saddled with a reputation for late visits and poor customer service. But the complexities in solving this issue are vast. Routing work orders, seamlessly connecting technicians and dispatchers, integrating legacy software applications, tracking customer feedback, viewing customer history, and managing home certification and diagnostics tools are just some of the issues that need to be resolved. TOA Technologies was founded to solve the “cable guy” problem, and with TOA all of these issues are a thing of the past.

TOA’s time-based applications identify and analyze the performance of each technician, based on the type of work assigned, skill level required and time taken to complete the task. Then, using these personal performance profiles, TOA’s exclusive predictive analytics accurately forecast arrival times and job durations.  By measuring what’s actually happening in the field as it happens, our solutions schedule and route in real-time, help ensure punctual arrivals and show dispatch a unified view of all operations. The ultimate result: significantly improved productivity.

TOA’s predictive, intelligent, customer-focused mobile workforce management software is a proven solution for cable and telecommunication providers:

• 7 of the top 10 U.S. MSOs use TOA*
• TOA’s cable customers serve more than 40 million subscribers around the world
• TOA annually manages more than 62 million cable appointments
• TOA is the only application in the industry that supports both Service and Network Support technicians.

TOA easily integrates with existing CRM and back-office systems (including Convergys, CSG and Amdocs), and our mobile interface allows technicians to manage their routes, communicate status in real time, manage CPE truck inventory and suspend appointments.

“The TOA solution helps us to continue improving our customers’ experience and gives us the scope to improve the working day of our technicians by giving them tighter routes with less travel time. We challenged TOA to integrate into our complex IT architecture and deploy across our large user base in record time and they have clearly delivered.” – Paul Buttery, Chief Customer and Networks Officer of Virgin Media

* (Source: NCTA, March 2010)