In today’s business environment, in which competition is fierce and customer expectations are at an all-time high, companies are putting more emphasis on customer service. In fact, nearly 60 percent of organizations have pinpointed service and support as the top sources of competitive differentiation in the coming three years, according to research from SAP.
For cable companies, delivering superior customer service is particularly top of mind as the number of subscribers continues to decline thanks to alternative over-the-top (OTT) services such as Netflix and Hulu. In fact, Time Warner Cable alone lost 34,000 video subscribers in Q1 2014, as reported by Reuters.
Just one poor customer service experience, unfortunately, could prove enough to drive a customer over the proverbial edge and into the arms of an OTT provider. To deliver the service consumers have come to expect, therefore, you must give employees the necessary tools they need to succeed. GLDS’ workforce management platform—which consists of two products, WinForce tech and Winforce gateway—provides field technicians with the exact tools they need to do their jobs quickly, efficiently and successfully.
The platform, for example, gives technicians instant access to work and customer-related details via their smartphone, tablet or laptop, which eliminates the need for unnecessary calls to dispatch and empowers technicians to solve problems independently. Because let’s face it; no customer likes to wait between the hours of 9 a.m. and p.m. for a technician who shows up unprepared and uninformed.
From managing equipment assignments to collecting payments to receiving real-time notifications for work order changes, GLDS’ workforce management platform gives technicians every piece of information they need to deliver superior service. To learn more about GLDS’ workforce management solution, click here to see the platform in action.