SUWANEE, Ga., May 30, 2013 /PRNewswire/ -- ARRIS Group, Inc. (Nasdaq: ARRS) announced today that service providers using its WorkAssure™ Workforce Automation suite have experienced quantifiable gains in subscriber satisfaction and workforce productivity, through optimization and measurement efforts using CliIntel's Business Process Analysis.
Repeat service calls within 60 days of installation are a major cause of customer dissatisfaction and churn: they consume 15% of repair technician productivity, drain 1.5% of customer service capacity and cost service providers almost $6.00 per subscriber per year.
By using the WorkAssure solution at optimum efficiency levels, one top five U.S. cable operator increased productivity by 11% on average. That translates into one additional job per day per technician. The same cable operator also reported that technician travel time has decreased due to an up to 35% improvement in routing efficiency. Customer satisfaction at the MSO has increased through improved on-time arrival rates and fewer return trips.
"WorkAssure positively addresses two of an operator's biggest challenges: maximizing operational efficiency and enhancing customer satisfaction," said Bryant Isaacs, ARRIS President, Media & Communications Systems Group. "With WorkAssure, operators can streamline operations through workflow improvements and automation. The solution increases productivity, reduces errors, and improves reliability."As additional improvements are introduced to and implemented by service providers, projected savings opportunities continue to drive the optimization process. These include reduced utilization of contractors, improved manpower allocation, and increased effectiveness of the organization's quota, routing and dispatch roles through interaction, performance measuring and monitoring. ARRIS recently selected CliIntel, a Denver-based data analytics and process optimization company, to optimize efficiencies and implement individual Business Process Analysis studies. The goal was to enable ARRIS customers to achieve optimal results and maximum ROI through the ARRIS workforce solution. ARRIS leveraged CliIntel's professional services teams utilizing their INSIGHT™ methodology and systems to aggregate data, analyze system configurations and measure performance. "The ARRIS WorkAssure solution arms large service providers with powerful information to provide the best customer service to their subscribers," commented CliIntel CEO, Richard Batenburg. "Our professional services teams are helping ARRIS clients operate WorkAssure to its optimum efficiency levels and create a better overall customer experience." The ARRIS workforce automation solution suite is the established leader among field service/ workforce management applications in the broadband cable industry. The WorkAssure solution is the trusted platform for over 30,000 licensed users across 11 established service providers, and auto-routes in excess of 110,000,000 annual work orders. The platform is highly configurable to support a variety of industry disciplines through a set of sophisticated business rules, code tables, and data presentation characteristics.