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. “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."
Powered by patented, time-based predictive analytics technology and a routing and scheduling optimization engine, ETAdirect can accurately route more than 10,000 jobs in four minutes, the company said. 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 power the latest generation of iPads, tablets, smartphones and other devices used by mobile workers.