White Papers
Remedy Assists Time Warner Cable in Delivering Award-Winning Customer Care
Overview With three technologically complex product lines - cable television, high-speed Internet access, and digital telephone service - and nearly 11 million customers in 27 states, maintaining world-class service is a challenge at Time Warner Cable. To ensure that customer service representatives (CSRs) have the tools to meet customer expectations, the customer care organization has automated nearly a dozen business processes on Remedy Action Request System (AR System). These processes support a broad range of tracking needs from service requests and customer issues to automated customer surveys and tracking of quality, network and system outages, and product defects and enhancements.
| Publisher | BMC Software | File Format | |
|---|---|---|---|
| Date Published | September 2005 | ||
| Format | Case Studies | ||
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