Repeat service calls within 60 days of installation are a major cause of customer dissatisfaction and churn: they consume 15% of repair technician productivity, drain 1.5% 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 U.S. cable operator increased productivity by 11% 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% 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: maximizing 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.”

As additional improvements are introduced to and implemented by service providers, projected savings opportunities continue to drive the optimization process. These include reduced utilization of contractors, improved manpower allocation, and increased effectiveness of the organization’s quota, routing and dispatch roles through interaction, performance measuring and monitoring.

Arris Group Inc.