Virgin Media Rolls Out TOA Solution To Further Enhance Customer Service
TOA Technologies and Virgin Media recently announced the deployment of TOA Technologies' Software-as-a Service (SaaS) mobile workforce management solution to over 1000 field engineers responsible for home repairs. As part of a five-year commitment, Virgin Media is seeking to introduce more efficient and accurate management of its field force through better visibility and accurate scheduling of engineer visits. The ultimate goal is to improve customer satisfaction by narrowing customer appointment windows.
Paul Buttery, Chief Customer and Networks Officer of Virgin Media, said, "The TOA solution helps us to continue improving our customers' experience and give 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."
TOA successfully delivered its mobile workforce management platform to Virgin Media in just six months – a record time.
TOA's customer-centric SaaS solution employs its industry leading, predictive, statistical engine which analyzes learned historical performance patterns, overlays skill set, job history and customer proximity to accurately predict the amount of time each engineer will take to complete an appointment and personalises his or her schedule accordingly. The TOA solution combines a unique, predictive view of the field with the fastest scheduling engine on the market. Virgin Media dispatchers can now compile field workforce schedules in minutes before the start of the workday, rather than hours, as well as quickly respond to normal day-to-day changes during the workday.
The end result is a more efficient mobile workforce and higher customer satisfaction.
As the industry's only enterprise SaaS solution for mobile workforce management, TOA provides service providers with a system that is easily configurable, quick to deploy and inclusive of support, software upgrades and maintenance.
"Virgin Media's bold, customer focused and forward-thinking approach towards improving company operations and the customer experience led them to TOA's mobile workforce management solution," said Yuval Brisker, President and CEO of TOA Technologies. "The short implementation deadline was a challenge TOA confidently took on, and our work with Virgin Media proves our promise: that the TOA solution goes live on time, on budget and with high-user satisfaction and provides immediate benefits."
"TOA Technologies' deployment at Virgin Media signals our increasing market share in Europe. It indicates the growing awareness amongst senior business decision makers that TOA is a must have solution they cannot overlook," added Richard Alden, President of TOA Technologies Europe. "Opportunities to realise tens of millions in annual savings whilst dramatically improving customer service in a short time horizon and with minimum business interruption are few and far between, and TOA consistently provides these kind of results. In today's world senior management, company boards and their shareholders cannot afford to ignore these sort of returns."
About TOA Technologies
TOA Technologies is the leading provider of Cloud-based mobile workforce management applications for large enterprises. Its patented platform improves customer service while dramatically reducing operational costs and providing immediate return on investment. As the industry's only solution using predictive, time-based analytics, TOA reduces customer wait times while increasing field workforce efficiency. TOA automates Time Of Arrival communications across multiple channels to proactively keep customers apprised of their appointment status. It delivers unparalleled cost savings by providing on-demand tools for real-time planning, routing, dispatching and tracking of workers in the field. TOA's system deploys quickly, is highly configurable and is easily integrated with existing CRM solutions. Named a Visionary for three years running in Gartner's annual Magic Quadrant for Field Service Management, TOA Technologies is headquartered in the United States and has offices across Europe. For additional information please visit www.toatech.com.
About Virgin Media
With almost 10 million customers, Virgin Media is the UK's first quad-play provider of broadband, TV, phone and mobile.
The company is one of the largest residential broadband providers in the UK, using a unique fibre optic cable network to deliver next generation ultrafast internet access of up to 50Mb to just over half of all homes. Combined with a high speed ADSL service and mobile broadband products, Virgin Media is able to offer broadband internet access to virtually the entire country.
Virgin Media has the UK's most advanced TV on demand service and was the TV platform to carry BBC iPlayer. It is the second largest provider of pay TV, was the first to launch a high definition TV service and offers a high-specification, HD-ready V+ personal video recorder.
The company operates the most popular virtual mobile network in the UK which, when launched, was the world's first such mobile phone service. It is also one of the largest fixed-line home phone providers in the country.
Virgin Media also owns Virgin Media Television (VMtv) which runs seven entertainment channels, including Virgin1, LIVING, Bravo and Challenge. VMtv is a 50 per cent joint partner with BBC Worldwide in UKTV, which consists of ten channels including Dave, G.O.L.D., Watch and Alibi.
SOURCE: Virgin Media Inc.