WorkAssure Cloud PRODUCT OVERVIEW: Simultaneously Enhance Customer Experience and Operational Efficiency

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1 WorkAssure Cloud PRODUCT OVERVIEW: Simultaneously Enhance Customer Experience and Operational Efficiency WorkAssure Cloud is for service providers with a mobile workforce who are striving to maximize operational efficiency, improve the customer experience and reduce churn. It is an automated field service management solution hosted in the cloud. Providing automated routing and actionable information to improve technician productivity, reduce reliance on dispatch and decrease the number of late appointments; WorkAssure Cloud directly improves profitability as a result.

2 WorkAssure Cloud takes advantage of the advances in technology and wireless communications to deliver a contemporary suite of field service management applications and optional modules to revolutionize the way you manage your mobile workforce with automated scheduling, routing and workflow management tools combined with real-time communications between the back office operations, call center staff and the mobile workforce. WorkAssure Cloud s unique real-time dynamic routing provides the ability to automatically modify technician routes with new work orders and/ or exceptions in realtime to achieve one hour appointment windows, or even exact timeslot appointments, if desired. This results in day long dependability. Routes are always relevant and never stale. Dynamic Routing provides for a holistic approach where you can adjust work schedules automatically based off exceptions that occur during a typical dynamic changing environment. The outcome is a win for you and your subscribers because field technicians are empowered and your subscribers witness the quality results reduced drive times, fewer missed appointment windows and improved operational efficiencies. ARRIS brings proven experience in field workforce management solutions, with over ten years in this marketplace. Transitioning the WorkAssure Field Service Management on-premises version to WorkAssure Cloud has provided ARRIS the opportunity to deliver additional new features and benefits: ARRIS-hosted solution there is no need for customers to worry about datacenter CAPEX investments, maintenance and upgrades WorkAssure Mobile - Web browser based technician access HTML5 support facilitates deployment of the latest laptops, tablets and smartphones (e.g.: ios, windows and Android devices) to field personnel Being able to use the latest in smartphones and tablets whilst on a customer call positions field techs as advanced technology experts that customers expect to see from their advanced services provider TechPhoto an AutoETA initiated provides confidence to the subscriber that the person who arrives is a field technician from his or her service provider Chat templates The use of standard common Instant Messaging templates increases technician & dispatcher efficiency Designed to address today s challenges of addressing the technical and market challenges of delivering complex broadband services, ARRIS WorkAssure Cloud is the industry s best-in-class, full-featured field service management suite supported by a team of dedicated application and deployment engineers, consultants and support staff. WorkAssure Cloud addresses head-on three challenges service providers face in their current competitive landscape: increasing sales, maximizing operational efficiency and enhancing customer satisfaction.

3 Increasing Sales. By enabling customers to schedule installation visits within a one hour window, the obstacle to selling based on inconvenient four hour scheduling windows is reduced. Over time, one hour windows can be shortened even further. Furthermore, WorkAssure Cloud provides you with the option to match installer skills with the job, optimizing the customer experience and better ensuring quality of service. Maximizing Operational Efficiency. With WorkAssure Cloud, you can efficiently streamline operations through enhanced routing and workflow improvements that increase productivity, reduce errors and rework, and improve reliability and quality. The inherent flexibility in the system provides the ability to modify WorkAssure as your products evolve and to scale as your business size grows. Enhancing Customer Satisfaction. WorkAssure Cloud users see higher quality service, fewer outages and errors, improved provisioning, and more effective problem resolution. By automating routing, scheduling and check-in processes while streamlining workflow resources, WorkAssure Cloud users have a fully automated solution to ensure that the right technician, with the right skills, and the right equipment gets to the right job, at the right time, each and every time. Maximize operational efficiency and enhance customer satisfaction without having to invest CAPEX or manage the deployment of updates As a hosted solution, WorkAssure Cloud involves no CAPEX, no concern about hardware upgrades and new version deployments, no need to purchase associated database licenses and no separate fees for maintenance and support. Additional benefits include scalability and disaster recovery assurance, all for a simple monthly fee based on the number of users. You choose the applications and optional modules that address the challenges you face, enabling you to design a custom field service management solution to address the specific needs of your business. The following briefly describes the available WorkAssure Cloud software applications and modules, beginning with an overview of the primary features of the core of platform of the field service management system. Asset Manager Enables the definition and management of physical assets leveraged by field technicians (i.e. vehicles, serialized equipment). Capacity Management Builds and manages the available schedule calendar for work order assignments. The Capacity Manager provides an open interface that seamlessly integrates with your CRM, billing system, trouble ticketing, salesforce automation, legacy or other work request generation system(s). Comprehensive Business Intelligence Allows the operator to mine the WorkAssure database to track field staff performance, manage operational trends and forecast resource utilization. Dispatch and Technician Management - Responsible for the real-time analysis and monitoring of field staff to ensure maximum technician productivity, on time performance, customer satisfaction and efficient utilization of company assets. Estimated Arrival Time (ETA) Among the capabilities in this module is a predictive manager that estimates the technician arrival window based on current route and progress conditions. The ETA is accessible through a web-based customer selfservice interface and through an interactive voice response (IVR) transaction. In addition, this module supports a proactive outbound notification interface (i.e. IVR, , etc.) capability designed to facilitate customer communication prior to the technician arrival while also measuring customer satisfaction after the work order is completed (post appointment surveys). Depending on the customer s IVR system, this can also cause the notifying or SMS to include a photograph of the technician providing confidence to the subscriber that the person who arrives is a field technician from his or her service provider. Integrated Quality Management Employs a multi-tiered quality management process that can validate the quality of each work order while automating escalation procedures and spot quality control (Q/C) checks.

4 Progressive Revelation Gradually presents work orders to technicians based on operator defined parameters. With progressive disclosure you can assign a whole day of work orders to a technician but present a limited number of work orders based on completion progress (i.e. show only 2 work orders at a time). Progressive disclosure is a configurable feature that can be deployed by resource profile. It is designed to maintain technician compliance on completing work orders in the order they were assigned to ensure time window compliance and minimize drive times between work orders. Referral Work Order Generates a second work order as a result of conditions that exist from a closed work order. Referral work orders eliminate unnecessary manual processes and data entry. Example: A work order is closed with completion information indicating that a follow-up activity is required. WorkAssure Cloud will evaluate the work order completion information and automatically generate the referral work order in the system. All pertinent information from the original work order is carried over to support the routing and assignment of the referral work order to a qualified technician. Technician Routing and Work Order Assignment Identifies the most efficient drive route and qualified field service staff resource using mathematical routing and efficiency algorithms. It also leverages a robust set of user configurable business rules, geographical mapping software and location coordinates. WorkAssure Cloud Standard Product Suite TechDirector - Enables dispatchers to proactively manage daily work performance and monitor technician status with ease. Graphical job status screens, combined with simple drag-and-drop assignment and reassignment facilities, ensure customer service commitments are met. TechCalendar - Provides an interface for supervisors to maintain the ongoing schedules, capacities and work locations. The schedule information is used by TechRouter, TechDirector and Geo-Mapping for technician work order assignments.

5 TechRouter - provides automated and optimized routing of work orders and technician assignments using rules-based routing criteria. Any number of user-defined routing configurations can be created. Routing configurations can also be defined and scheduled in groups. WorkAssure Mobile - Is a mobile web application that enhances and simplifies the daily workflow for mobile technicians. Giving them direct access to their work orders on any mobile device capable of supporting HTML5. Using WorkAssure Mobile, technicians to fulfill work orders, add outlets and services, capture customer signatures, and automatically tracks the time when a technician begins en-route to a job site, starts a job, and ultimately completes a job, or indicates if a job was not completed. This significantly reduces the need for voice communication with the dispatcher and gives the technician near instantaneous communication with the dispatch center. REVERSE VERTICAL PRODUCT SHOT ScoreCard Viewer - Presents a real-time summary view of the current work day. The scorecard screen drill downs to gain more detailed information by technician on current status, number of jobs completed and to-be-completed. In addition the scorecard provides aggregated information regarding field technician on-time performance. Parameter Maintenance - WorkAssure Cloud includes a flexible administration tool for configuration and parameter maintenance, user access and password management. iknow Reports - WorkAssure Cloud includes an extensive variety of reports related to the quantity and quality of completed work. Research Wizard - Provides access to the WorkAssure Cloud database for performing ad-hoc select queries that are exported to.csv files. These files can be imported into a spreadsheet or another database for further analysis. Specific queries can be saved for reuse at a later date. Work Order Creator - Enables the creation of non-sms work orders within WorkAssure Cloud. A key benefit is the ability to create, schedule and route work orders for jobs that are not directly associated to a subscriber request or a subscriber management system. These might include work orders for plant maintenance, plant or system audits or any 3rd party contractors.

6 WorkAssure Cloud Optional Applications and Modules Capacity Manager - Provides for the aggregation of schedule information captured in the TechCalendar, so users can view the amount of quota (minutes of availability) by geographical area, skill, and timeslots. Inventory Management System - Provides technicians with the ability to retrieve customer equipment information as tracked by the billing system. Allows a technician to carry and manage specific customer equipment associated with assigned work orders in the form of a pick list. The technician is able to view the inventory serial numbers on their handheld and reassign equipment to the customer based on completion of a work order. Reconciliation of the equipment can be managed by the handheld or directly via the billing system inputs. Plant Maintenance Manager - Provides the ability to associate outage messages with work orders in WorkAssure Cloud. Any technician assigned to a work order that is within the perimeter of the outage will automatically receive notification that they are working in an area that has been associated with an identified outage. The ARRIS Assurance Ecosystem enables a Lights Out NOC approach to support automated plant alarm routing to plant technicians via WorkAssure Cloud. No longer do you need to wait for that third outage call to be logged by the billing system. Truck Based GPS - WorkAssure integrates to any standard GPS device to get latitude and longitude coordinates for display on land-based maps. AutoETA Provides license and documented APIs for integrations with Interactive Voice Recognition (IVR) systems for outbound Customer Care. This interface supports the handling of all automated outbound call types for integration between the 3rd party IVR solution and WorkAssure Cloud. With the appropriate interface with the customer s IVR system, this also enables Tech Photo. WebPortal Tech on Time - A set of APIs that when integrated with your external website, provides a tool that subscribers may use to almost instantly retrieve an automated estimate of a technician's arrival time for that subscriber s work order on the current date. This relieves the number of calls to the Call Center by subscriber s requesting this information. HouseCheck - Integrated with ARRIS ServAssure Performance Management to provide a real time whole house check and update of all DOCSIS equipment on the subscriber s account. HouseCheck tabulates comprehensive analysis of network and device performance across all household cable outlets. This process simplifies the identification of in-home problems, sets a standard for repair of problems during installation, and provides a reference base birth certificate for use in future trouble shooting should the need arise. The degree of granularity in the provided measurements not only assures that the installer has covered all bases in assessing service performance before leaving the installation site, but also ensures that he has the information he needs to determine whether he can fix a problem on the spot or needs to request additional assistance from a network operations or IT technical unit. The HouseCheck solution is only available as a turnkey solution to customers who have deployed both WorkAssure Cloud and ServAssure Performance Management.

7 WHY DO SOMETHING DIFFERENT? Manual work processes lead to inefficiency Missed service commitments lead to subscriber dissatisfaction Poor service quality increases subscriber churn WHY NOW? Increase in data and video services delivery to the home - leading to demand for more installs and upgrades as well as increased potential for trouble tickets WHY ARRIS? Dynamic Routing copes with changes during the day Delivers one hour or even exact appointment scheduling WorkAssure Cloud Benefits Delivers service more efficiently by optimizing valuable resources, improving response times, increasing jobs completed per day, and shortening the order-to-pay lifecycle. Delivers cost-effective service by eliminating multiple visits, minimizing overtime, reducing vehicle expense, and providing tighter asset controls. Streamlines operations by consolidating staff and facilities and by reducing expenses through automation of manual, labor-intensive business processes. Reduces lost revenue due to data entry errors or mishandled, inaccurate information. Creates new revenue opportunities by providing field representatives with new sales tools. Validate the installation using HouseCheck before leaving premises Copyright Statement: ARRIS Enterprises, Inc All rights reserved. No part of this publication may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without written permission from ARRIS Enterprises, Inc. ( ARRIS ). ARRIS reserves the right to revise this publication and to make changes in content from time to time without obligation on the part of ARRIS to provide notification of such revision or change. ARRIS and the ARRIS logo are all trademarks of ARRIS Enterprises, Inc. Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks and the names of their products. ARRIS disclaims proprietary interest in the marks and names of others. Note: The capabilities, system requirements and/or compatibility with third-party products described herein are subject to change without notice.

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