Industry leading enterprise-class cloud offering will help VOO to dramatically improve its already exceptional in-home service and customer experience
CLEVELAND — April 4, 2012 — The most important interaction that service delivery companies have with their customers is when a technician knocks on their door. Customers remember this moment forever. So being on time, arriving prepared and delivering what’s promised are critical to building positive lasting relationships. VOO, a prominent Belgian cable operator, has chosen to partner with TOA Technologies, the leading provider of field service management and customer experience management software solutions, to significantly improve VOO’s already impressive customer satisfaction ratings.
“VOO is focusing heavily on delivering the best customer experience, especially when in direct contact with the customer, the so called ‘moment of truth,’” said Nico Weymaere, CTO of VOO. “The workforce management solution from TOA will allow us to define and respect very challenging customer promises during the installation and repair processes.
“After an in-depth multiple vendor selection process, we chose TOA Technologies and their cloud-based workforce management solution as it offers rapid time to market, a very fast scheduling optimization engine, proactive customer communication capabilities and flexible integration with any type of mobile and handheld device used by our technicians. TOA was the easy choice for us as they have the best technical solution with the most efficient total cost of ownership.”
VOO will begin integrating TOA Technologies’ ETAdirect solution with its SAP customer relationship management (CRM) software in April 2012. The deployment of the technology will be completed by the end of this year.
“The cable and broadband industry is incredibly competitive,” said Yuval Brisker, co-founder and CEO of TOA Technologies. “So the quality of the in-home service experience usually means the difference between customers staying with a provider for the long-term or moving their business to a competitor. TOA’s customers, made up of many of world’s largest cable and broadband companies, praise the tremendous value our solutions deliver to their organizations. Most of them see their customer satisfaction scores soar to as high as 98 percent after deploying ETAdirect.”
TOA’s cloud-based mobile workforce management solution, ETAdirect, is the only complete Web-based enterprise-class offering on the market today. Powered by patented, time-based predictive analytics technology and the world’s fastest routing and scheduling optimization engine, it accurately routes more than 10,000 jobs in less than four minutes. With natively integrated capacity management and proactive customer communications, ETAdirect serves as the central appointment management engine for many of its customers from precise appointment booking to enhanced service delivery.
These industry leading features allow companies like VOO to accurately predict when an appointment will happen within a significantly reduced wait window and communicate estimated arrival times to customers by a convenient choice of text, phone, email or Web. Device and carrier agnostic, ETAdirect easily powers the latest generation of iPads, tablets, smartphones and any other device used by mobile workers. The result is dramatically improved operational efficiencies and reduced costs associated with managing a large service delivery organization.
“We are driven at TOA to develop long-term partnerships with our customers,” said Brisker. ”This requires effective and collaborative plans to continuously transform and improve the field service experience. Quantitatively and qualitatively, TOA has a track record of always delivering world-class solutions, service and results to our many customers across a variety of different industries around the world. We’re tremendously excited to partner with VOO and know that they too will benefit greatly from ETAdirect.”
VOO is the leading provider of broadband cable services in the southern part of Belgium. VOO provides analogue and digital cable television, including premium TV under brand name BeTV, high speed Internet at speeds of 50Mbps (soon 100Mbps), and digital telephony services, primarily to residential customers in Wallonia and Brussels. VOO is one of the most rapidly expanding service providers in Europe: since VOO launched its triple play services end of 2009, VOO acquired more than 1 Million subs. VOO also recently acquired a 3G Mobile license and will be offering a full Quadruple Play Pack to its customers soon. For additional information, please visit http://www.voo.be and http://www.betv.be.
About TOA Technologies
TOA Technologies is the leading provider of cloud-based mobile workforce management applications for large and medium-sized enterprises. ETAdirect, TOA’s patented platform, improves customer service while dramatically reducing operational costs and delivering immediate return on investment. As the industry’s only complete on-demand solution using predictive, time-based analytics, ETAdirect reduces customer wait times while increasing field workforce efficiency. TOA’s system deploys quickly, is highly configurable and is easily integrated with existing CRM solutions.
ETAdirect manages the mobile workforces of global brands in the satellite/cable/broadband, telecom, insurance, home services and retail industries. Named Best of Breed and Visionary solution in the Gartner Magic Quadrant for Field Service Management, 2011, TOA Technologies is headquartered in the United States and has offices in Europe and Latin America. For additional information, please visit www.toatech.com.