Telecom Lead Europe: TOA Technologies, a provider
of field service management and customer experience management
software solutions, has been selected by VOO, a Belgian cable operator to
improve its customer satisfaction ratings.
Under the partnership, VOO will begin integrating TOA
Technologies’ ETAdirect solution with its SAP customer relationship management
(CRM) software in April 2012.
The deployment of the technology will be completed by the
end of this year.
VOO is focusing heavily on delivering the best customer
experience, especially when in direct contact with the customer, the so called
‘moment of truth. The workforce management solution from TOA will
allow us to define and respect very challenging customer promises during the
installation and repair processes,” said Nico Weymaere, CTO of VOO.
TOA said that its cloud-based mobile workforce
management solution, ETAdirect, is the only complete Web-based enterprise-class
offering on the market today.
ETAdirect is powered by time-based predictive analytics
technology and the world’s fastest routing and scheduling optimization engine.
“The cable and broadband industry is incredibly
competitive. TOA’s customers, made up of many of world’s largest cable and
broadband companies, praise the tremendous value our solutions deliver to their
organizations. Most of them see their customer satisfaction scores soar to as
high as 98 percent after deploying ETAdirect,” said Yuval Brisker,
co-founder and CEO of TOA Technologies.
ETAdirect serves as the central appointment management
engine for many of its customers from precise appointment booking to enhanced
service delivery.
ETAdirect powers the latest generation of iPads, tablets,
smartphones and any other device used by mobile workers. The result is
dramatically improved operational efficiencies and reduced costs associated
with managing a large service delivery organization.
