Cox Communications Increases Field Technician Productivity with Reliable Connectivity from NetMotion Software
Customer Company Size
Large Corporate
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
- Productivity Improvements
- Cost Savings
Technology Category
- Networks & Connectivity - Cellular
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Telecommunications
Applicable Functions
- Field Services
Use Cases
- Remote Asset Management
- Fleet 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
Quantitative Benefit
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