ARRIS and SkyCreek integrate solutions to deliver improved workforce and customer experience management
June 29, 2012
ARRIS Group has integrated its WorkAssure workforce management solution with SkyCreek’s automated multichannel customer contact technologies. The integrated solution will allow a service provider already employing the ARRIS WorkAssure system to automate communications to customers, confirming their availability for scheduled appointments. Combined with the WorkAssure AutoETA module, this will enable service providers to provide automated day-before reminder times, notification for tech arrival time within a 30 minute window, and post visit surveys.
When a customer is not available for a scheduled service appointment, or is inaccessible, field-service providers waste time and money deploying their resources to non-productive jobs. WorkAssure AutoETA in combination with SkyCreek’s INTERACT accommodate any multichannel customer interaction strategy, monitor and manage resulting customer experiences and adjust customer-specific contact and “do not contact” logic to achieved desired performance. Combined with the ARRIS WorkAssure system, which eliminates bottlenecks and inefficiencies on the dispatch and service side, the resulting solution virtually eliminates all factors contributing to wasted field-service resources.
“The integration with ARRIS provides an exciting new customer benefit,” says Jack Havas, CEO, SkyCreek Corporation. “It offers a combined solution that automates the linkage between resource allocation and customer availability to minimise wasted deployments of field resources, increase customer satisfaction and further tighten appointment windows.”
“We believe the WorkAssure AutoETA solution in combination with SkyCreek’s solution will greatly improve how our customers manage their field-service deployments,” said Deborah Horan, director, business development, ARRIS. “It removes virtually all bottlenecks in the field-service process, saving service providers and operators valuable resources which would otherwise be allocated to unproductive appointments.”