Com Hem selects TOA Technologies’ field service management solution to support its growth across Sweden
— Sweden’s largest cable operator will deploy TOA’s ETAdirect to increase the efficiency of its field workforce and enhance the customer experience as the company continues to expand its reach and services
CLEVELAND, Sept. 5, 2013 – Swedish cable operator Com Hem is growing – it’s expanding into new regions and introducing new offerings. To execute on this opportunity, Com Hem decided to empower the critical mobile workforce delivering its products and services with state-of-the-art field service technology – all in the palm of their hands. The company selected TOA Technologies, the global leader in field service management solutions, to enable this transformation. Using TOA’s ETAdirect, Com Hem has made sure that as it grows, its mobile workforce has the best tools available to increase productivity while becoming the customer service face of the company.
“Our field workforce is at the center of our business, and the technology that supports it must be able to scale for us to successfully launch new products and expand into new markets,” said Anders Olovsson, business architect at Com Hem. “ETAdirect from TOA Technologies not only provides us with the scalability and configurability required for a growing business like ours, but it will help to make our field teams more efficient and more productive while reducing operational costs and improving the customer experience.
“As we evaluated the current work situation for our field employees, it was clear that it couldn’t keep up with our changing business needs and we realized that we needed to improve our operational efficiency,” said Anders Eriksson, manager field engineering at Com Hem. “TOA Technologies is providing us with a cloud-based solution that delivers precision in managing field employees by leveraging time-based performance pattern recognition and predictive analytics to personalize the workday for each mobile employee. This guarantees that the right mobile employee arrives at the right appointment with the right information on time, every time.”
Com Hem employs hundreds of field technicians, both in-house employees and subcontractors serving approximately 1.74 million customers across Sweden. Upon deploying ETAdirect, Com Hem will see significant improvements in the following areas:
- Reduce travel time
- Increase the number of jobs completed per day, per technician
- Improve the number of first-time fixes
- Increase the accuracy of appointment times
“Com Hem is a great example of why field service management solutions must utilize advanced technology to be infinitely scalable and dynamic for companies of all sizes. Companies grow and change and their critical technology systems must have the ability to grow and morph with them,” said Yuval Brisker, co-founder and CEO of TOA Technologies. “ETAdirect was built to meet the changing needs of growing companies. It is able to do so in part because it deploys quickly, is agnostic to operating system, browser or device and is delivered natively through the cloud. Any service employee, from contractors to in-house technicians, with a mobile device and a modern browser can start using our solution immediately – no special hardware, no app store, no downloads, no installed applications are required.”
TOA Technologies is the global cable industry’s first choice as a partner to help them power their field service operations. Worldwide, TOA’s cable community extends from Cox Communications, the U.S.’s third largest cable entertainment and broadband services provider, to Videotron in Canada, to Cablemas in Mexico and Virgin Media, the U.K.’s number one residential broadband provider.
To learn more about how cable providers around the world are partnering with TOA Technologies, a Leader in the Gartner Magic Quadrant for Field Service Management, go to http://www.toatech.com.
About Com Hem
Com Hem is the fastest growing TV distributor in Sweden and largest Triple-Play operator in Sweden. About 40 percent or 1.74 million, of the Swedish households are connected to Com Hem’s network and have access to Sweden’s widest range of TV channels, HDTV, TV On Demand and high quality and complete services for broadband and fixed lines. The foundation/basis for our business is a reliable infrastructure in cooperation with Swedish landlords. Com Hem has about 900 employees with offices in Stockholm (HQ), Gothenburg, Malmo, Harnosand and Ornskoldsvik. Com Hem was founded in 1983 and is owned by BC Partners since 2011.
About TOA Technologies and ETAdirect
TOA Technologies is the leading provider of field service and mobile workforce management software solutions. ETAdirect, the only complete cloud application suite, measures everything that happens in the field, down to the minutest details of work and travel, and creates unique performance pattern profiles for each and every person in the field – a veritable work fingerprint. Using a proprietary and patented statistical analysis engine, it predicts when things will happen and how long they will take to do in the future. Using these predictions, ETAdirect holistically manages the entire service delivery process from start to finish: from the moment an appointment or service is requested, through planning, routing and scheduling, to real-time customer communications and field management. To support a broad spectrum of fieldwork, mobile employees use the most advanced and flexible HTML5-based mobility app available to support projects as well as context-aware collaboration.
With its groundbreaking technology, unique approach to field to service management and the shared knowledge of its expertise, ETAdirect and TOA Technologies consistently reduce costs while dramatically enhancing the customer experience for companies around the world. ETAdirect is quickly deployed, highly configurable and easily integrated with existing CRM, ERP and other systems.
Across four continents, ETAdirect manages mobile workforces for some of the world’s most recognizable global brands in the satellite/cable/broadband, telecom, utilities, insurance, home services and retail industries. TOA Technologies is headquartered in the United States and has offices throughout Europe, Latin America, Australia and New Zealand.