Arris Group has announced that service providers using its WorkAssure Workforce Automation suite have experienced quantifiable gains in subscriber satisfaction and workforce productivity, through optimisation and measurement efforts using CliIntel’s Business Process Analysis.
Repeat service calls within 60 days of installation are a major cause of customer dissatisfaction and churn: they consume 15 per cent of repair technician productivity, drain 1.5 per cent of customer service capacity and cost service providers almost $6.00 per subscriber per year.
By using the WorkAssure solution at optimum efficiency levels, one top five US cable operator increased productivity by 11 per cent on average. That translates into one additional job per day per technician. The same cable operator also reported that technician travel time has decreased due to an up to 35 per cent improvement in routing efficiency. Customer satisfaction at the MSO has increased through improved on-time arrival rates and fewer return trips.
“WorkAssure positively addresses two of an operator’s biggest challenges: maximising operational efficiency and enhancing customer satisfaction,” said Bryant Isaacs, Arris President, Media & Communications Systems Group. “With WorkAssure, operators can streamline operations through workflow improvements and automation. The solution increases productivity, reduces errors, and improves reliability.”