Absolute Software > Case Studies > Cox Communications Increases Field Technician Productivity with Reliable Connectivity from NetMotion Software

Cox Communications Increases Field Technician Productivity with Reliable Connectivity from NetMotion Software

Company Size

1,000+

Region

America

Country

United States

Product

NetMotion Mobility
Sprint EV-DO network
Sybase iAnywhere Afaria remote-management system

Tech Stack

Mobile Broadband
Remote Management System

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Cost Savings
Productivity Improvements

Technology Category

Application Infrastructure & Middleware - API Integration & Management
Networks & Connectivity - Cellular

Applicable Industries

Telecommunications

Applicable Functions

Field Services

Use Cases

Fleet Management
Remote Asset Management

Services

System Integration

About The Customer

Cox Communications is the third-largest cable provider in the United States. The company delivers voice, video, and data services to approximately six million residential and commercial customers. Every year, its 3,500 field-service technicians handle more than six million work orders. The company's field workers are constantly on the move, performing new customer installations and upgrades as well as service repairs. Technicians use mobile devices connected to a cellular network to access their work order management system.

The Challenge

Cox Communications, a major cable provider in the U.S., was facing challenges with its field service communications. The company's 3,500 field-service technicians handle over six million work orders annually. However, these technicians were having difficulty connecting remotely to their work order management system, leading to delays in service. The company noticed that a significant amount of time was being spent on establishing a connection relative to work orders. Field staff were also frequently contacting the back office to gather customer information when a connection could not be made.

The Solution

Cox Communications deployed NetMotion Mobility in conjunction with an EV-DO mobile broadband solution from Sprint. This combination provided safe and secure extension of Cox’s LAN-based applications for mobile workers, ensuring reliable connectivity regardless of their location. Additionally, Cox implemented Sybase iAnywhere’s Afaria product to complement the management capabilities of Mobility. This allowed the company to deploy and update software on its mobile devices remotely. The solution also offered customizable policies that allowed IT administrators to better manage application and network access, quarantine lost or stolen devices, and prioritize bandwidth for critical transmissions and applications.

Operational Impact

With the implementation of NetMotion Mobility and the Sprint EV-DO network, field technicians have access to the entire backend work order management system, reducing the number of voice and text interactions with the back office.
The solution simplified management of the deployment by delivering a real-time, system-wide view of device activity, including application use, device connections, and battery life.
The ability to deploy and update software remotely helped Cox cut down on support and maintenance hours.

Quantitative Benefit