CONVERGENCE ENABLED ARRIS WorkAssure Workforce Automation Executive Overview The ARRIS WorkAssure Workforce Automation solution suite is the established leader among field service/ workforce management applications in the broadband cable industry. WorkAssure is the trusted service provider for over 30,000 licensed users across 11 established service providers, auto-routing in excess of 110,000,000 annual work orders. Our unique platform provides an automated solution that is highly configurable to support a variety of industry disciplines through a set of sophisticated business rules, code tables, and data presentation characteristics. Some of the major benefits of WorkAssure Solutions include: Substantial savings through the automation/ elimination of manual tasks: Realize a 5 10% reduction in vehicle drive miles, fuel costs, and maintenance through sophisticated mapping and route processing Eliminate up to 100% of the costs associated with the generation, distribution, and storage or work orders Automate up to 90% of the processes required to close-out a work order transactions Eliminate up to 90% of the costs related to work order assignments with a dynamic and intelligent work order assignment process Automated features that enhance the productivity of field technicians resulting in 19 35% increases in technician productivity and a 90%+ reduction in dispatcher talk and hold times. Improved technician tracking and management. WorkAssure allows the operator to accurately track individual and groups of technicians in near real-time to manage productivity and on-time performance as part of a feature set that passively and actively manages field technicians. Enhanced work order quality that ensures the closed out work order is in-line with quality standards and specifications defined by the client. WorkAssure employs a multi-tiered quality management process that can validate the quality of each work order while automating escalation procedures and spot quality control (QC) checks. The combination of these capabilities reduces the need for repeat customer calls by 50% or more. Enhanced customer satisfaction that can dramatically reduce missed/ late appointments, repeat truck-rolls, and calls into the call center. WorkAssure delivers a combination of features that automate customer contact/ communication to eliminate 50% or more of the unnecessary truck-rolls related to the customer not home status as well as a 70% reduction in late or missed appointments. Sophisticated work order scheduling capabilities that integrate seamlessly to Customer Relationship Management (CRM) systems, trouble ticketing, and sales force automation tools; reducing the opportunity of over/ under-booking schedules. Scalable, reliable and extensible technology platform that can support an unlimited number of users and business units in a single installation. WorkAssure supports a variety of configuration options allowing the application to be customized and adaptable for any business process while predefined interfaces support the open integration with third party applications and toolsets.
WorkAssure Solutions Product Summary Application Overview WorkAssure Solutions applications take advantage of the latest advances in mobile hardware technology (i.e. handheld smartphones, Netbooks and Laptop PC s), wireless communications, and a suite of advanced software applications to maximize the potential of the operational workforce. The application is a collection of advanced modular systems that support the scheduling, routing, assignment, distribution, management and completion of field work orders through real-time communication. The following summarizes the major WorkAssure modules and applications: Capacity Manager and Resource Planner Builds and manages the available schedule calendar for work order assignments. Capacity Manager provides open interfaces that seamlessly integrate with the CRM, billing, trouble ticketing, salesforce automation, legacy or other work request generation systems. Resource planner manages field force shifts, primary/ secondary assignment areas, technician skills, proficiencies and priorities; while also providing an automated interface to request and manage non-productive time off (i.e. PTO) requests. Data Conversion Interface Module The primary work order acquisition interface that receives and processes work requests from one or more generation sources (i.e. CRM, billing, trouble ticketing, salesforce automation, legacy or other work request generation systems including WorkAssure). In addition to receiving the work order this module employs a set of sophisticated business rules to verify, update and auto-correct transactions received from the work order source. The Data Conversion module is also responsible for status updates back to the appropriate requesting system and translating the transaction data consistent with the interface protocol and applying appropriate transaction rules to forward correct data. TechRouter and Work Order Assignment Identifies the most efficient drive route and qualified field service staff resource using mathematical routing and efficiency algorithms leveraging a robust set of user configurable business rules, geographical mapping software and location coordinates. Dispatching and Technician Management Is 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. Mobile Installer and Repair Technician Also known as Mobile I&R Tech, this application allows field staff to manage, complete and update work orders and user status without the intervention of dispatch personnel. In addition this module is fully integrated with the Tech Resource Planner for technician scheduling and the Asset Manager for vehicle inventory management. Mobile I&R Tech generates updates back to the appropriate work order origination system. Integrated Customer Service A collection of applications that facilitate communication and messaging between Customer Service Representatives (CSRs) in the call center, end customers, field service technicians, supervisors and dispatchers. Among the capabilities in this module is a predictive manager that estimates the technician arrival window based on current route and progress conditions. Estimated technician time of arrival (ETA) is accessible through interactive CSR tools, web-based customer self service interfaces and through an interactive voice response (IVR) transaction. In addition, this module supports a proactive outbound notification interface (i.e. Interactive Voice Response [IVR], email, etc.) capability designed to facilitate customer communication prior to the technician arrival; while also measuring customer satisfaction after the work order is completed. 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 QC checks. Asset Manager Enables the definition and management of physical assets leveraged by field technicians (i.e. vehicles, serialized equipment). Comprehensive Business Intelligence Allows the operator to mine the WorkAssure database to track field staff performance, manage operational trends and forecast resource utilization. 2
Components of the WorkAssure Solution also include: TechRouter Provides automated and intelligent routing of work orders utilizing user-defined routing criteria. WorkAssure s routing algorithm automates the assignment of work orders to technicians eliminating manual processes and back-office expense. The application provides a core capability to assign work orders to technicians based on a variety of variables (technician skills, roles, proficiencies, preferences, shift/ capacity, job priority, routing area, metro/ rural drive times, starting point, last job location, next job location, GPS latitude/ longitude, etc.) maximizing technician productivity while minimizing drive times. The routing process efficiently schedules work orders to available mobile field service staff using mathematical algorithms and a wide range of business rules; producing in minutes; what would typically be performed in hours by in-house personnel. Any number of routing configurations can be defined. Routing configurations can also be defined and executed in groups to ensure a specific sequence of routing events is enforced. Contractor work orders can be bulk assigned to a business unit and reassigned by contractor management. Dynamic Same-Day Routing An intelligent process that automates same-day work order assignment without dispatcher intervention. Dynamic work order assignment monitors current technician status, schedules, workload and GPS coordinates (where applicable) to match unassigned work orders to available technicians. Re-optimizing technician routes and ensuring the greatest amount of work is completed by the most qualified resource. The application is designed to automatically run an unlimited number of times throughout the course of the day and is benchmarked to process 1,000 work orders per minute. 3
TechDirector TechDirector is a next generation work order monitoring and management tool that allows the dispatcher and technician supervisor to manage all work orders, all technicians, technician status, network connectivity and on-time performance all from a single screen. The application allows the operator to monitor the daily work activities for a group of technicians and their assigned work orders while also supporting work order reassignment and assignment of newly arriving work to available technicians. Enhanced User Interface TechDirector is a web-based application designed to enhance dispatcher productivity and eliminate unnecessary screen pop-ups. Among the enhanced features are: drag and drop capability to facilitate the assignment / reassignment of technician work orders; complex data filtering which restricts the dispatcher view to a subset of critical data elements; data sorting; column configuration to allow the operator to customize the data columns in a manner that is most important to the individual; route optimization which re-evaluates the technician s route on-demand and; tool-tip information which is a configurable window of abbreviated technician/ work order information that is presented to the operator by simply navigating the mouse over a specific work order or technician. The application provides a summarized Gantt chart view of the technician s current status, completed work orders and jeopardy status as well as the ability to drill down on any data attributes to gain greater detail. GeoMapping - From TechDirector, dispatchers and field supervisors can access a geo-mapping screen which provides a street level view of the current vehicle locations, technician status and work orders on an interactive map. The location of technicians can be driven by mobile computer event driven activities and/ or by integrated Global Positioning System (GPS) information. Quick/ Smart Assign Automates the reassignment of work or the assignment of newly arriving work to the available technicians. Quick Assign and Smart Assign intelligently presents a ranked list of technicians that are qualified and available to perform the work order task. This feature presents the job assignment to the dispatcher, the time when it can be inserted into the technician s schedule and the distance deviation required from the technician s current route to perform the activity based on GIS and GPS coordinates. The application ensures that the most qualified technician is offered as the first candidate for the work order; eliminating the need for the dispatcher to memorize skills for all available technicians and to understand the geography of the service area. Enhanced Appointment Jeopardy Tracking WorkAssure s enhanced interactive on-time appointment performance and SLA tracking generates jeopardy alerts based on operator defined thresholds when a technician is in danger of missing a scheduled appointment. This provides the dispatcher and supervisor the opportunity to proactively manage exceptions before they result in a missed appointment. Work Order Completion From TechDirector, this application enables dispatchers and field supervisors to status work orders and technicians using the power of this configurable workflow driven application. Scorecard Viewer - Presents a real-time summary view of the current work day to the operator. The scorecard screen allows the operator to view the current status for all technicians in a business unit and drill down to gain more detailed information by technician on current status, number of jobs completed and to-be-completed. In addition, the Scorecard Viewer provides aggregated information on field technician on-time performance. 4
Capacity Quota Manager and Scheduling Interface - A comprehensive schedule management function that allows the operator to manage all aspects of the appointment scheduling process. Capacity Manager allows the user to define an unlimited number of schedule groups, areas, timeslots and task codes to drive the presentation of available appointment timeframes in the ordering system. Capacity Manager is responsible for booking the appointment and decreasing available capacity by the amount of time required to perform the scheduled activity. Conversely, when the CRM system or WorkAssure sends a job cancellation/ reschedule the available quota is incremented. This frees-up available quota for new jobs. Capacity Manager is fully integrated with TechCalendar to assist the operator in accurately forecasting available quota based on resource schedules, skills and work areas. TechCalendar and Resource Planner Provides an interface for operators to maintain ongoing user schedules, shifts, capacities and work locations. The application allows the operator to define breaks, manage field technician requests for time off (PTO); along with shifts for individuals and groups of workers along with geographic coverage areas. Flexible Technician Shift Assignment Allows the operator to define and associate a work shift with one or more technicians. The technician shift defines the work hours and the capacity for an individual resource. WorkAssure supports rotating shifts and schedule exceptions, allowing the operator to modify a technician/ group s schedule on a temporary basis to support vacations, individual/ team meetings, doctor appointments, etc. Breaks can be defined for individual and groups or technicians and can be inserted into a sliding time-frame, so as to not break up work order assignments and ensure the greatest amount of work is completed during the work day. Advanced Geographic Assignment Allows the operator to assign primary and secondary routing areas to individual/ groups of technicians and the ability to define an unlimited number of route areas. This breaks up the service area geography into manageable sections resulting in tighter routes for technicians and reduced drive times. In addition, the application also supports route area exceptions, allowing the operator to modify a technician/ group routing areas on a temporary basis to support requests for additional manpower (marketing campaigns, vacations, etc.) Resource Planner Allows the operator to automate and manage technician non-productive time requests and authorizations. The application allows technicians to request PTO through the hand-held unit which is automatically verified through a set of operator defined business rules (checking available technician PTO hours, percent of resources on PTO for requested time-frame, advance notices, etc.) This feature provides a user interface for the manager to review technician requests and approve/ deny requests; along with appropriate disposition and comments. Authorized requests are fully integrated into the technician scheduler; removing the technician s work availability for the approved timeframe. TechSupervisor Provides technical supervisors with the ability to monitor their technicians, run reports, send messages to technicians and dispatch, and even manage the field service calendars all from the field over a wireless connection. 5
Mobile Install and Repair Technician (Mobile I&R Tech) WorkAssure s mobile application extends the capabilities of the dispatcher to the technician in the field. This eliminates the need for technicians to contact dispatch or customer service to fulfill mundane tasks associated with the management and completion of a work order. Mobile I&R Tech enables the field technician to manage equipment, capture/ authorize payments, capture tasks, close work orders, add products/ services, review customer service information and work order history. In addition, the real-time wireless connectivity between dispatch and the technician application, allows the operator to assign new work orders, process appointment cancellations and facilitate work order re-assignments seamlessly. These capabilities greatly reduce dispatch talk time, technician wait times, and unnecessary truck-rolls. Mobile I&R Tech is designed to run on a variety of hardware platforms including Android phones and tablets, laptops, notebooks, rugged ¼ screen devices and Windows Mobile phones. View Job Summary As new work orders are sent from the WorkAssure server to the Mobile I&R Tech application handheld, they are placed onto an operator configurable pending jobs list. The Job Summary list presents a list of work orders to be completed by the technician, along with a configurable set of summary information details. WorkAssure supports progressive disclosure ; which allows the operator to gradually present work order tasks to the technicians. View Inactive Jobs When work orders are completed, marked as not done, or otherwise successfully processed; the jobs are moved from the Pending Jobs list to the Inactive Jobs list. This is done so the Pending Jobs list only contains work yet to be processed. View/ Change Work Order Status Allows the technician to view/ change work order status as they progress through their work day. Status modifications are communicated to the WorkAssure server and when applicable back to the host system to facilitate customer billing and service activation/ provisioning as applicable. Customer Signature Capture and Receipt Generation Allows the field technician to electronically record the customer signature at the time of service delivery. WorkAssure supports a flexible and configurable receipt generation process that allows the operator to customize the receipt language and data presentation based on services performed/ received as well as the ability to generate receipts in multiple languages. For field devices that support printer communication, a real-time customer receipt can be generated on a point-of-sale (POS) printer for presentation to the customer as evidence of the transaction. View / Change Technician Status Allows the technician to manage their existing work state and availability. The current status of a technician is communicated back to WorkAssure so that TechDirector and other system applications (Dynamic Work Order Assignment) can monitor and reflect current information about all technicians in the field and act upon this data accordingly. Messaging - Technicians can readily communicate with dispatchers, supervisors or other technicians using the text messaging facility. 6
Review Announcements Provides an interface for technicians to receive company/ departmental announcements. Announcements are messages posted to the users in a specified business unit; they can reflect global changes in processes, marketing messaging or general operation updates. View Manage Work Orders With the Mobile I&R Tech application, technicians can review, update and manage the work order. The application provides a set of intuitive and customizable screens that allow the user to view work order summary/ detail information, view work order history, view subscriber data, manage customer premises equipment (when applicable), view/ modify customer services, collect/ authorize customer payments (cash, check, money order and credit card), manage tasks codes, problem codes, fix codes, finding codes and comments. View Tech Inventory Mobile I&R Tech allows the technician to view/ manage all vehicle assigned equipment and inventory. The application also supports the presentation of collected assets including an equipment balancing and reconciliation feature. View Payments Collected Provides a summarized view of all collected money by payment types (cash, check, money order and credit card) to assist in the financial balancing process. Work Order Survey and Checklist - Dynamically generates a list of tasks, questions and available responses based on work order tasks, problems codes, resolution codes and services. Work order surveys are designed to certify that technicians follow proper procedures when closing a work order and to eliminate unnecessary follow-up service orders. Capture Work Order Consumable Supplies - Enables the technician to capture any/ all supplies used to field complete a job. This assists the operator in the management and capitalization of non-serialized equipment assigned into the vehicle inventory. WorkAssure can be configured to collect an unlimited number of consumable supplies and a screen tab in Mobile I&R Tech provides an intuitive interface to input and manage the data. Request PTO Allows technicians to request PTO through Mobile I&R Tech. Requests are automatically verified through a set of operator defined business rules (available technician PTO hours, percent of resources on PTO for requested timeframe, advance notice, etc). Automated approvals/ rejections are automatically sent back to the field technician s screen with applicable disposition data (rejection reason) and cargo data (i.e. PTO hours remaining). Store and Forward Capability Mobile I&R Tech communicates in real-time with the secure gateway server via a wireless or wire line network connections. In cases where network access is not available the application provides a store and forward capability. Tech Assisting/ Tech Control Enables a field technician to designate him or herself in an assist status mode from the handheld. Technicians setting the assist status are required to identify the technician and job where they are providing assistance. Technician assist data is represented back in TechDirector to provide the dispatcher a visual as to where assistance is being leveraged; while WorkAssure iknow Reports (Tech Status and Tech Productivity) detail and summarize assistance incidents and durations. Job Duration Re-Estimator This feature allows the technician to re-estimate the duration of a work order assignment once they have started the job and had an opportunity to perform a survey of the required activity relative to the time allotment supplied in the work order. Modifications to the work order duration are reflected back into TechDirector to allow the dispatcher to review potential impacts to other job assignments and to perform proactive adjustments to accommodate necessary changes. The ability to modify the job duration is controlled by user profile security and parameter maintenance settings in WorkAssure to prevent abuse. Job Arrival Estimator This feature enables the technician to modify the work order arrival time as conditions change. Modifications to the work order arrival time are reflected back into TechDirector to allow the dispatcher to review potential impacts to other job assignments and to perform proactive adjustments to accommodate necessary changes. The ability to modify the job arrival is controlled by user profile security and parameter maintenance settings in WorkAssure to prevent abuse. Progressive Disclosure Gradually presents work orders to technicians based on operator defined parameters. With progressive disclosure the operator 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. This helps to ensure time window compliance and minimize drive times between work orders. 7
Inventory Management - Maintains a list of billing system assigned technician equipment on the WorkAssure server and the Mobile I&R Tech application; allowing the technician to assign and reconcile equipment through an electronic interface. The technician is able to view the inventory serial numbers on the technician handheld and re-assign them to the customer based on completion of a work order. Reconciliation of the equipment is managed by the handheld through technician inputs. 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 to actually complete the assigned work. WorkAssure will evaluate the work order completion information and automatically generate a 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 the most qualified technician. Quality Control Manager Controls the quality of each work order in the system by allowing the operator to define validation tolerances for data inputs and looking for input patterns that require a second level of verification. The Quality Control Manager leverages operator configurable validation and action rules to identify data entry patterns that can impact the quality of the work order. Business rules can be look at multiple data fields, validate data to a configurable data range or set of valid values. Truck Based GPS Comprehensive vehicle tracking that manages in near real-time the locations of all operator vehicles and presents locations and drive paths to the TechDirector GeoMapping screen. Truck Based GPS leverages vehicle-based GPS tracking equipment to track technician locations and transmit coordinates through a dedicated wireless connection. Intelligent technician/ vehicle mapping is used to associate location information with a specific resource. GPS location data is leveraged in same-day batch and dynamic routing as well as in Dispatch Quick Assign management to identify the closest technician to a specified work order. In addition to tracking locations of technicians, Truck Based GPS provides driving directions (with proper vehicle equipment) and generates alerts based on speeding violations, vehicle engine stop/ starts and electronic fencing. 8
Unit Based GPS A less expensive solution to Truck Based GPS, Unit Based GPS leverages the technician s handheld wirelessly to transmit near real-time locations of operator vehicles. Collected data is presented to the TechDirector GeoMapping screen and location data is leveraged in same-day batch and dynamic routing as well as in Dispatch Quick Assign management to identify the closest technician to a specified work order. AutoETA Integration An interface to the operator s IVR or an ARRIS recommended turn-key solution to automate customer communications and notifications. WorkAssure AutoETA provides a configurable interface to facilitate work order related customer notifications in the following circumstances: Automated Appointment Call-Ahead Generates an automated IVR call to the customer in advance of the scheduled appointment time. This includes day(s) before and same day calling. A configurable set of parameters will determine the timeframe of the precall. The integration provides a return path notification message that confirms customer availability to reduce the potential of unnecessary truck-rolls. Information Calls Generates an outbound call when a technician is running late, is en-route or when an outage has been repaired and cleared from the system. Automated Call Behind Generates an automated IVR call to the customer after the completion of an assigned work order to ensure customer satisfaction. A configurable set of parameters determine when the call is generated and the set of customer satisfaction question criteria to be presented to the customer. Return path integration collects customer responses from the outbound call for storage and analysis. Automated notifications are planned for customers that reply with unsatisfactory responses to alert customer service and/ or operations for immediate response. Tech Estimate Time to Arrival (ETA) - A customer service tool used by CSRs to answer the universal question, When will the technician arrive to my house? The TechonTime application provides an intuitive user interface that allows the CSR to input a rudimentary search qualifier (customer name, account number, phone number, etc.) that returns an estimated time window. This virtually eliminates the need to involve dispatch or the field technician when responding to this type of customer request. The application presents the arrival estimate to the user in a system configurable time range allowing the CSR to confirm the appointment time and capture any pertinent comments (knock on back door, call first, beware of dog, etc.) These messages are automatically transported to the field technician without any dispatcher intervention. Time Card Interface Provides a direct real-time integration with the Mobile I&R Tech application and the operator s timecard system. The application can be configured to push status modifications from the handheld to the operator s time card system for clock-in/ clock-out, breaks or any other status change. Integration is supported through an API and pre-built interfaces exist with Ceridian and Kronos time clock applications. ARRIS can also certify additional time clock application vendors. iknow Reports ARRIS supplies 64 standard reports that provide information related to the quantity and quality of completed work. The reports also provide a series of daily business measurements to support common management tasks. Standard reports can be customized and saved into an unlimited number of report configurations. Report output can be generated in.csv and.pdf formats and all reports can be run in real-time or scheduled to run at operator defined intervals with automated distribution via email. The following is a partial list of the available reports: Money Reconciliation Equipment Planning Technician Productivity Technician Performance Summary/ Details Technician Schedule and Breaks Technician Status Summary/ Detail Technician Time Window Compliance Job Duration Analysis Repeat Calls Outage Analysis Quota/ Capacity Utilization Future Work Order Past Due Work Order Technician Report Card Research Wizard Provides access to the WorkAssure database for performing ad-hoc select queries that are exported to.csv files. These files can be imported into a spreadsheet or another database system for further analysis. Specific queries can be saved for reuse at a later date in time. The application provides an interface to auto-generate reports at operator defined intervals, and report output can be automatically distributed via email to a predefined set of recipients. 9
WorkAssure Solutions Return On Investment (ROI) Summary WorkAssure Workforce Automation delivers tremendous operational benefits through the automation and elimination of manual tasks; while enhancing customer satisfaction. The WorkAssure s technology platform, robust functionality and real-time connectivity to the billing system, provides operators with the ability to generate tremendous cost savings and operational efficiencies. Deploying WorkAssure as a complete operational application provides savings in the following areas: Elimination of paper work orders (100%) Reductions in vehicle expenses/ fuel/ maintenance (5%) Increased technician productivity (12 35%) Reductions in the routing process (80%) Reduced reliance in the dispatch operations (75%) Reductions in late appointments (70%) Decreases in not-done work orders (2-4%) Reductions in repeat service call rates (20%) Reductions in not-home work orders (40% - 60%) Additional areas of operational savings and process improvements include: Dispatch center centralization Standardization of operational processes Standardized training resulting in reduced training costs and seamless transfer of resources between divisions/ locations Reduc/ons in Not- Home work orders Reduc/ons in Repeat Call rates Decreases in not- done work orders Reduc/ons in late appointments Reduced reliance in Dispatch Reduc/ons in Rou/ng process Increased Technician produc/vity Reduc/ons in Vehicle Expense / Fuel / Maintenance Elimina/on of paper work orders WorkAssure ROI 0% 20% 40% 60% 80% 100% 120% 10
WorkAssure Financial Case Study The following highlights estimated financial savings for an organization using WorkAssure as an operational solution supporting 1,000 users: Routing Reductions WorkAssure automates the process of routing, eliminating the manual process of matching work orders to technicians. Typically operators have 1 router for every 50 technicians. WorkAssure delivers reductions in routing personnel in excess of 80%. For an operator with 1,000 technicians there is an estimated 20 routers. An 80% reduction in routing would allow the operator to re-deploy 16 routing resources. At an average loaded annual salary of $40,000, the operator should see the following annual saving: $640,000 annualized savings Elimination of Paper Work Orders With WorkAssure there is no need to print paper work orders; eliminating costs associated with custom paper stock, printer maintenance, printing/ bursting work orders as well as secondary costs associated with storing/ retrieving completed work orders. In addition an electronic work order eliminates lost revenue associated with unrecorded services from paper work orders and lost paperwork; while eliminating the need for a technician to generate manual work orders. Research shows the cost to generate and maintain each work order is approximately $.10 (this includes paper, personnel, printers, parts, and archival). Typically, technicians are assigned 8 work orders a day and usually work 300 days per year. Using these assumptions, WorkAssure delivers the following savings: $240,000 annualized savings plus additional savings resulting from the elimination of lost paperwork, unrecorded changes into the billing system and manual work order generation. Drive Distance/ Vehicle Maintenance WorkAssure generates tight routes that reduce drive time and miles driven. Typically WorkAssure users see savings of 5% in drive miles, fuel and vehicle maintenance. Assuming 1,000 technicians each average 60 drive miles per day; WorkAssure would result in 3,000 less driving miles per day and 900,000 fewer miles over a 300 day working year. At approximately $4.00 a gallon the operator would save: $3.6 million on fuel alone, not including reductions in maintenance (oil changes, tires, brakes, etc.) Increased Technician Productivity/ Reduction of Contract Labor/ Reduction in Overtime With WorkAssure the technicians spend less time driving and less time waiting/ talking/ on-hold with the dispatcher. WorkAssure also supports route-from-home to eliminate non-productive time in the morning. Operators using WorkAssure typically recognize technician productivity increases between 10 to 35%. This results in a number of benefits, like reductions in contract labor because a larger number of work orders are being completed by in-house personnel; elimination of resource additions because existing staff is handling more work load; reductions in overtime because the technician is spending less time on the phone and starting his day immediately upon leaving the house and; increased subscriber revenue because the additional time affords shorter wait times between the initial customer order and work order fulfillment. This is a difficult number to gauge in terms of savings, since most operators would prefer to complete more work than cut staff, but it is not difficult to calculate the benefit of the gained productivity. If 1,000 technicians were just 10% more productive per day, WorkAssure would deliver 48 minutes of additional productivity per technician per day. This translates into the gained efficiency of 100 resources. At the low end an installer makes $13.30 per hour and annually $32,000 fully loaded. Using these assumptions, the operator will see the projected savings of: $3.3 million in annualized savings Dispatch/ Check-In Reductions WorkAssure reduces reliance on dispatch resources as well as wait, hold and talk times between the technician and dispatchers. Dispatch-to-technician ratios typically increase from 1:10, to a minimum of 1:25 and as high as 1:65. If the operator had a 1:20 ratio for 1,000 technicians this would equate to 50 dispatchers. Increasing the ratio to 1:25 (or 36:900) the operator can re-deploy 10 resources (approximately $40,000 annually per fully loaded resource). $400,000 annual savings Reduced Repeat Calls One of the largest potentials for operational savings can be incurred with the elimination of unnecessary repeat service calls. WorkAssure s multi-layer quality assurance features have a demonstrated the benefits of reducing repeat service calls by up to 50%. 1,000 technicians will average 8,000 work orders per day (8 each) and 2.4 million work orders in a 300 day working year. Assuming a 20% repeat rate, an operator can save 48,000 truck-rolls with just a 10% reduction in repeat service calls. $3.6 million potential first year savings based on a cost of $75.00 per truck-roll This adds up to a combined savings of $11.75 million for an operator deploying WorkAssure as a complete operational solution with 1,000 total users. 11
ARRIS WorkAssure addresses head-on two of an operator s biggest challenges: maximizing operational efficiency and enhancing customer satisfaction. With WorkAssure, operators efficiently streamline operations through workflow improvements and automation that increases productivity, reduces errors and rework, and improves reliability and quality. WorkAssure customers see higher quality service, fewer field service and workforce errors, improved service quality and provisioning, and more effective problem resolution. The capabilities, system requirements and/or compatibility with third-party products described herein are subject to change without notice. ARRIS, the ARRIS logo, Auspice, BigBand Networks, BigBand Networks and Design, BME, BME 50, BMR, BMR100, BMR1200, C3, C4, C4c, C-COR, CHP Max5000, ConvergeMedia, Cornerstone, CORWave, CXM, D5, Digicon, E6000, ENCORE, EventAssure, Flex Max, FTTMax, HEMi, MONARCH, MOXI, n5, nable, nvision, OpsLogic, OpsLogic Service Visibility Portal, Opti Max, PLEXiS, PowerSense, QUARTET, Rateshaping, Regal, ServAssure, Service Visibility Portal, TeleWire Supply, TLX, Touchstone, Trans Max, VIPr, VSM, and WorkAssure are all trademarks of ARRIS Group, 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. Copyright 2012 ARRIS Group, Inc. All rights reserved. Reproduction in any manner whatsoever without the express written permission of ARRIS Group, Inc. is strictly forbidden. For more information, contact ARRIS. WORKASSURE_AUTOMATION_SF_30NOV12 www.arrisi.com