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ARRIS's WorkAssure is a suite of field service management tools that combine the simplicity and sophistication of browser-based business applications with real-time connectivity to the mobile workforce through wireless data connections and mobile computing devices. By proactively managing service delivery and network integrity, WorkAssure saves operators significant dollars, evidenced by an average of 60 percent fewer repeat calls and a significant reduction in the cost of truck rolls, most notably, follow-up truck rolls.
Wouldn't you like to know where your mobile workforce is at any time and the status of their activities so that you can more efficiently manage your mobile resources and provide customers with real-time service status information? In order to deliver such information, you need to know the answers to the following questions:
- What is the present location of our mobile workers?
- What are they currently doing?
- What is the current stage and progress of the task(s) they are performing?
- What is the next scheduled task?
Today it is possible to answer these and many other questions as a result of the widespread and common use of wireless mobile computing technologies. WorkAssure takes advantage of the latest advances in handheld PC's, wireless communications, and a suite of work force management software applications to maximize the potential of your mobile workforce. WorkAssure includes automated scheduling, routing and workflow management tools combined with real-time communications between the operations center, back-office systems and the mobile workforce. WorkAssure is available to broadband service providers as either a stand-alone system or as a hosted application service offering. Common uses of the WorkAssure application include:
- Acquiring work orders from one or more work request generation sources. These are commonly CRM, billing, trouble ticketing, legacy or other work request generation systems including WorkAssure.
- Accurately determine available resources for any future date by utilizing real-time technician work schedules and incoming work to dynamically calculate remaining resources in real-time. Resuting resource information can then be delivered to the billing system to be utilized by Customer Service Representatives (CSR's) in scheduling work orders.
- Efficiently schedule and route work requests to qualified field service staff using mathematical routing and efficiency algorithms along with a robust set of business rules.
- Real-time analysis, monitoring, and reassignment of work orders and field personnel to ensure customer satisfaction and efficient utilization of company assets.
- Deliver work orders to field service staff over wireless, cable, and/or landline dial-up networks.
- Handle real-time work request status and completion activities to record the results of each work order.
- Update the status of work orders from the dispatch center when technicians are unable to perform these updates from the field.
- Send work request results and service activation requests to the appropriate CRM, billing, trouble ticketing or provisioning systems for check-in.
- Record essential data for producing future business reports and trend analysis.
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