TOA's customer-focused approach to mobile workforce management core component of ONO's long-term competitive strategy
CLEVELAND and MADRID, Spain -- May 8, 2008 -- TOA Technologies, the leading provider of Customer Appointment Management (CAM) solutions for companies managing mobile workforces, today announced that ONO, Spain's largest broadband communications provider, has successfully deployed TOA's Software-as-a-Service (SaaS) solution to drive productivity, revenue and enhanced customer satisfaction by managing field operations in a more-strategic, customer-focused manner.
"TOA will allow us to revolutionize our approach to customer service by giving both customers and technicians unprecedented control in managing the in-home appointment," said Manuel Marti, director of customer operations at ONO. "The adoption of TOA's SaaS underscores ONO's commitment to providing mobile workers the tools they need to provide the absolute best in service. Implementing the TOA solution also highlights how focused ONO is on its customers and their satisfaction levels."
With competition among broadband companies intensifying throughout Europe, service providers are searching for innovative ways of strengthening their relationships with customers while simultaneously increasing operational efficiencies and financial margins. Legacy workforce management tools are ill-suited for achieving these goals because they're designed solely to support technician work processes rather than customer needs and preferences.
TOA's Customer Appointment Management solution takes a unique approach to managing service and goods delivery by combining advanced mobile workforce management technology, predictive intelligence and interactive customer communications to provide the ultimate customer service experience. This holistic, integrated and customer-focused approach to workforce management allows service providers to accurately identify the technician's Time Of Arrival (TOA) at the customer's home and narrow the customer's wait window from the 4 to 8 hour standard down to 60 minutes or less.
ONO has deployed TOA's flagship SaaS Appointment Management System to support continuous communications between ONO, field technicians and customers. The system sets up service appointments, identifies customer preferences for appointment times and communication vehicles (email, SMS or phone call) and allows both customers and technicians to respond to real-time events. Should a customer want to change an appointment time, for example, the system can notify the technician automatically and he or she can respond accordingly. TOA Technologies' solution also conducts post-appointment surveys to monitor satisfaction levels.
As a result of the partnership, ONO is eliminating missed customer appointments or "no-shows," increasing the number of appointments technicians are completing and achieving other system and satisfaction improvements that are translating into significant revenue gains.
"Gone are the days of wondering when exactly your service representative will arrive. By using TOA Technologies' software, we are able to accurately predict a customers' appointment time within an hour of the scheduled appointment," said Marti. "Our mobile workforce has more control than ever before in managing the demands of their jobs and, as a result, meeting the expectations of our customers."
ONO currently provides TV, Internet and telephone services to more than 1.86 million residential and business customers across Spain. On average, ONO's 2,000 mobile technicians schedule about 8,000 appointments per day.
"ONO understands the importance of focusing on the customer during all stages of the appointment," said Yuval Brisker, president and CEO, TOA Technologies. "Our solution allows ONO to deliver an enhanced customer experience without the need to increase staffing in its dispatch and call centers or mobile workforce. We're happy to be a central component of ONO's ultimate customer service strategy."
About TOA Technologies
The leader in Customer Appointment Management software, TOA Technologies enables global enterprises to dramatically improve the customer experience. Its Web-based Solution Suite offers unparalleled cost savings while allowing cable, telecommunications, utility and retail companies to achieve significant productivity gains. Recently named by Gartner "Cool Vendor" in CRM, TOA is headquartered in Cleveland, Ohio with offices in the Netherlands. For additional information please visit www.toatech.com
ONO is the leading alternative provider of telecommunications, broadband Internet and pay-TV services in Spain. With more than 3.8 million RGUs, ONO has over six million users throughout the country. ONO has just launched 'ONO io', a convergent phone service full of advantages. The operator also offers value-added communications solutions for SMEs, large corporations and public entities. ONO boasts its own state-of-the-art fiber optic network in Spain. The company ended 2007 with total revenue of euro 1.62 billion and euro 642 million of operating profit (EBITDA). In 2008 ONO is celebrating its 10th anniversary.
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