Arris Helps Time Warner Cable Improve Customer Service

Time Warner Cable has been offering 1-hour service windows and precise scheduling appointments with the help of Arris’ WorkAssure Field Service Management. The product aims to provide real-time updates and visibility into technicians’ schedules, adapting immediately to delays and other unforeseen events.
 
The Arris WorkAssure suite for field service management allows companies to improve customer service and event resolution with real-time interconnection of field service, dispatching, inventory and support staff.  The solution uses advances in mobile devices, wireless communications, Internet portals, and software applications to change the way service providers manage operations and their mobile workforce. Integrated quality checks of new installations and repairs validate the service quality and reduce the need for repeat service calls.
 
"Our customer service goal is to set a new standard of excellence from installation to ongoing support—and that begins with reliable, on-time service,” said John Keib, Time Warner Cable’s Chief Care and Technical Operations Officer. Arris pres, assurance solutions Bryant Isaacs said the product aims to “give Time Warner Cable complete control over customer service management. The ARRIS solution ensures that their field service is not only as efficient as possible, but is constantly improving Time Warner’s customers’ experience.