CLEVELAND and ENGLEWOOD, Colo., March 29, 2012 /PRNewswire/ -- Thanks to an extraordinarily well-executed partnership, the largest rollout of a complete cloud-based mobile workforce management solution was accomplished in record time. DISH Network L.L.C., the third largest pay TV operator, and TOA Technologies, the only on-demand provider of enterprise-class mobile workforce management and customer experience management software solutions, announced today the successful deployment of TOA's award-winning platform, ETAdirect, to DISH's nationwide fleet of thousands of field technicians in less than four months from go-live.
DISH rolled out a single, central cloud-based platform to allow the company to consolidate its technical field service operations and align all field service activities in one efficient system, providing a single view of the field. Today, a wide range of DISH employees and third-party users, including field technicians, dispatchers, service representatives and managers, use ETAdirect to manage customer appointments from precise appointment booking to completion of enhanced service delivery.
"DISH Network is focused on continuously improving the customer experience and providing best-in-class service," said Erik Carlson, executive vice president of DISH Network Service at DISH. "TOA's ETAdirect enables us to predictably and instantly manage our large fleet of field technicians to accurately alert customers of arrival times and to limit the length of their in-home appointment. Through our partnership with TOA Technologies, we're bridging the gap between field service and customer service."Powered by patented, time-based predictive analytics technology and the world's fastest routing and scheduling optimization engine, ETAdirect can accurately route more than 10,000 jobs in four minutes. With natively integrated capacity management software and proactive customer communications, ETAdirect now serves as the central appointment management engine for DISH. With this rollout, DISH has completed the largest ever deployment of tablet-based mobility to a field workforce. TOA's HTML5-based ETAdirect Mobility App is device, carrier and operator agnostic, allowing it to easily power the latest generation of iPads, tablets, smartphones and other devices used by mobile workers. This unique feature of TOA's field service solution benefits DISH because it prevents its mobile equipment purchases from being restricted to a single device-type or carrier. DISH customers benefit because ETAdirect predicts when an in-home appointment will happen within a significantly reduced wait window and then communicates estimated arrival times to customers by a convenient choice of text, phone or email. These industry-leading features can help companies like DISH improve operational efficiencies and reduce costs associated with managing a large world-class field service delivery organization.