ARRIS WorkAssure™ TechOnTime

Status service customers promptly and accurately about technician arrival times

• Reduce time CSRs, dispatchers, and technicians spend responding to scheduling queries
• Eliminate wasteful communication between dispatchers, technicians, and CSRs
• Improve repair status information flow to reduce customer frustration and increase confidence
• Improve productivity with an instantaneous, automated estimate of technician arrival times for current-day work orders

Service outages or premise equipment failures negatively affect customer satisfaction and loyalty, but making clear commitments for repair and keeping customers aware of the status of those commitments helps to amend any negative connotations. ARRIS WorkAssure TechOnTime enables CSRs to quickly answer the subscriber question: when will my technician arrive? Instead of a time-wasting, three-way conversation between key operations staff – the CSR, the dispatcher, and the technician – TechOnTime allows the CSR alone to query the WorkAssure database for any work order for that day and receive an up-to-the-moment estimate of the technician arrival time and other service information.

While no scheduling system can be 100% accurate, TechOnTime is as accurate as possible, taking into account the current location of the technician, any intervening work, and travel time to automatically estimate arrival. The customer receives a prompt response and can better plan the day, and the CSR closes out the call in a fraction of the time. And for Customer Support management, TechOnTime provides performance reports that detail and summarize customer commitment compliance levels by business unit and job type, enabling identification of best performers and the promotion of best practices.