Time Warner Cable (TWC) said its customers can now see the real-time location of their technician on an added map enhancement which will feature on the company’s TWC TechTracker tool.
The company covering the domain in temporary, dynamic location services, announced on Thursday that it will partner with Glympse, to enable the customers to track the technician’s exact location while en route to their service appointment.
Comcast, a rival of Time Warner Cable, had previously partnered with Glympse to use the location sharing technology to offer a similar service, called TechETA, to enhance the in-home customer service experience.
TWC is monitoring the feature in Southern California currently, with plans to launch it across all TWC areas by the end of May, this year.
“We continue to give our customers simple ways to easily manage service appointments on their own time and in their own way,” said John Keib, chief operating officer, Residential Services, TWC.
With the TechTracker tool now also showcasing Glympse technology, customers will receive a web link, wcich will be valid only for their service appointment, and will be sent via the customer’s notification preference of text or email.
Once the technician is en route, the customer can view the technician’s real-time location on a live map, see the route taken by the technician, and also have knowledge on the estimated time of arrival alongside the technician’s first name, photo and identification number. The unique web link expires once the technician reaches upon the appointment location.
TechTracker was launched in October 2015, and comes with an automated notification procedure that also contains a stack of pre-appointment reminders along-with having the mechanism to make changes to appointments via notifications received. Customers can also reschedule or cancel the appointment at each notification point, via this tracker.
Vina Krishnan
editor@telecomlead.com