SaaS CRM app schedules repairmen more easily

UK firm uses app to better deploy field engineers

Virgin Media has deployed a new mobile workforce management system that will allow the British cable TV and broadband company to provide more accurate customer appointment windows.

Under a five-year contract, TOA Technologies is providing its Software-as-a Service (SaaS) platform to more than 1000 Virgin Media field engineers responsible for home repairs in the UK.

TOA says the cloud application will enable the cable company to manage its engineers more efficiently through improved visibility and accurate scheduling of engineer visits.

Virgin uses a mobility platform from Dexterra, which connects the back office to engineers, and Convergys' ICOMS CRM and billing platform. Its engineers use Motorola's Symbol mobile devices that operate in a Windows environment.

Paul Buttery, chief customer and networks officer at Virgin Media, says: "The TOA solution gives us the scope to improve the working day of our technicians by giving them tighter routes with less travel time."

TOA's software predicts the amount of time an engineer will take to complete an appointment and adjusts each schedule accordingly. This is done using a statistical engine that analyses each worker's previous performance patterns, their skill set, job history and customer proximity.

The company added that Virgin Media engineers can now compile their schedules in minutes before the start of the work day, rather than hours, and respond quickly to changes during the day.

Virgin Media will also have access to support, software upgrades and maintenance from TOA as part of the contract.

The company recently slashed its IT contractor rates by 15 percent, as part of a "regular review".

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