Leading field service management solution provider hosted the 2013 Telecom Customer Engagement Forum, which focused on best practices for deploying mobile applications and empowering the field workforce
CLEVELAND – TOA Technologies, in partnership with its customer Cincinnati Bell, hosted its 2013 Telecom Customer Engagement Forum, a telecommunications-focused event to connect and collaborate on the trends and opportunities in field service management solutions. Held in Cincinnati, Ohio, and bringing together customers from Hawaii to Alaska to Brazil, TOA continues to build its telecommunications community and empower them to succeed in better managing their field operations by utilizing TOA's proven ETAdirect mobile workforce management platform.
"We need meetings like this to share ideas. When we have a close relationship with our technology suppliers, it creates a partnership," said Marcio Cabeca, operations director for Brazilian telecommunications provider GVT. "With a strong partnership, we know we're all working toward the same goals."
The event, conducted September 23-25, consisted of keynote speakers, case studies and peer roundtables. Speakers included TOA Technologies co-founders CEO Yuval Brisker and CTO Irad Carmi, as well as executives from Cincinnati Bell and Accenture. The topics discussed included mobility and mobile workforce enablement trends, how to achieve a balance in improving efficiencies and enhancing customer experience, measuring ROI of field service management, and future developments and a roadmap for mobile workforce management in telecommunications.
Attendees shared their experiences and feedback regarding trends in field service management technology in the telecommunications industry:
- Deploying field service technology resulted in more than operational efficiencies
Majority of attendees reported that the initial goal of their field service management initiatives was to "increase operational efficiencies." Upon implementing the technology, the majority of people said that the biggest return came in "enhanced customer service."
- New technology trends are impacting the management of the telecommunications business
Attendees reported that "analytics and big data" was the biggest technology trend affecting their roles.
- Consumer technology is changing the interaction with customers
Social media had the most significant impact on customer expectations of service delivery in the telecom business.
"We are proud to be serving so many innovative telecommunications providers around the world. Our recent Telecom Customer Engagement Forum in Cincinnati clearly demonstrated that more than ever before, telecommunications providers are seeking creative ways to enable their field workforces with the most modern technologies available to attract the best field talent, provide the best tools and ultimately, give customers a differentiated customer experience," said Yuval Brisker, co-founder and CEO of TOA Technologies.
"This event gave us the opportunity to advance this kind of innovative thinking by connecting executives who have been using our ETAdirect solution for eight years with those who are just getting started. It really fulfilled a promise that TOA makes to all of its customers on day one - that TOA is more than a software provider. We're committed to a partnership with our customers in service of their long-term success, making sure that we connect them to resources that not only meet their current needs, but go beyond to help them explore the next big idea," said Brisker.
TOA Technologies' field service management solution leverages time-based performance pattern recognition and predictive analytics to personalize the workday for each mobile employee - ensuring the right mobile employee arrives at the right appointment with the right resources on time, every time. TOA has global experience partnering with companies in the telecommunications industry to help them better manage field service operations. Worldwide, TOA's telecommunications community extends from Telefonica, with operations in 24 countries across Latin America and Europe, to Service Stream in Australia, which provides contracted field technicians to complete a variety of telecoms jobs in both fixed and mobile communications.
About TOA Technologies and ETAdirect
TOA Technologies is a leading provider of field service and mobile workforce management software solutions. ETAdirect, TOA's complete cloud-based field service management application suite, holistically manages the entire service delivery process from start to finish: from the moment an appointment or service is requested, through planning, routing and scheduling, to real-time customer communications and field management. ETAdirect measures everything that happens in the field, from travel times to appointment length, and creates unique performance pattern profiles for each and every person in the field. TOA's patented statistical analysis engine then uses these personalized profiles to predict when things will happen and how long they will take. With the most accurate schedules and ETAdirect's browser-based and device-agnostic field service mobile app, mobile employees are empowered to get the job done right, on-time and the first time. ETAdirect is quickly deployed, highly configurable and easily integrated with existing CRM, ERP and other systems.
Across four continents, TOA Technologies and its ETAdirect solution suite manage diverse mobile workforces in the satellite/cable/broadband, telecom, utilities, insurance, home services and retail industries, helping them achieve their goals of reducing operational costs while dramatically enhancing the customer experience. A Leader in the Gartner Magic Quadrant for Field Service Management, TOA Technologies is headquartered in the United States and has offices throughout Europe, Latin America, Australia and New Zealand. To learn more, visit http://www.toatech.com.
Web Site: http://toatech.com