Bob Smith, NCTC’s director of engineering and operations,
believes its service technicians are one of the company’s
most valuable assets. Smith said before deployment of
the eLation™ Tech App, NCTC had no way to optimize and
balance the daily workload requirements. With a lack of
transparency into real-time completion of tasks and trouble tickets, the company felt it was missing opportunities
to help more customers in a workday.
According to Smith, NCTC submitted a feature enhance-
ment request for consideration by Innovative Systems.
The request was adopted, resulting in an application that
resides on a technician’s smartphone or tablet and contains the day’s tasks and trouble tickets. The eLation Tech
App gives service providers valuable real-time information on how techs are handling their daily workloads.
NCTC’s dispatch team can now see how each technician
is progressing through the daily workload. This allows
them to assign high-priority trouble tickets to the available
technician more efficiently.
Tech App Provisioning Tool Is a Game Changer
NCTC’s vision for several years has been to streamline the
Both Smith and Collins are confident the eLation™ Tech App has benefited both NCTC and its cus-
order process from order creation to order completion
with the least amount of departmental interactions. The
eLation Tech App has enabled operational efficiencies as
a support to NCTC employees, which in turn has created
greater satisfaction of its customers. NCTC I&R Supervisor
Tim Collins said, “With the Tech App, our technicians in the field can use their smartphones and
tablets to provision and add services like faster internet speeds and HD and DVR right from the
customer’s home.” Before, these types of changes required time-consuming communication
with the central office department. Collins adds that customers are impressed with how quickly a
technician can make changes to their service while on location without having to call in first and,
sometimes, wait on hold to get the order completed.
tomers because technicians are now completing more tasks than they did before they had it.
eLation™ Tech App
Most Valuable Assets
Systems has been
a great partner
in helping NCTC
consider our ideas
for OSS feature
the Tech App.”
Nancy J. White, President/CEO