– Time Warner Cable (TWC) continues to reinvent the in-home service appointment experience with the introduction of TWC TechTracker™, a tool that takes all the guesswork out of when an appointment will begin and even who will arrive at the home. The service, with some select features, has recently launched in several TWC service areas with a continued rollout to all TWC areas expected by year-end.
TWC TechTracker features an automated notification process that includes pre-appointment reminders, the ability to make changes to appointments via notifications received, and receiving the technician’s name, identification number and even photo (by text or email) once the technician is en route. The information is sent via the customer’s preferred communication method – text, email or phone call, and customers can reschedule or cancel the appointment at each notification point. The customer also can quickly and easily confirm the technician’s on-time arrival by phone, without having to speak to an agent. TWC expects to integrate TechTracker into TWC.com (My Account) and the My TWC mobile app in the coming months.
“TechTracker takes our one-hour arrival windows to the next level by further pinpointing for customers when our technician is on the way, ” said John Keib, Time Warner Cable’s EVP and Chief Operating Officer, Residential Services. “It also gives customers a personalized experience, letting them control how they want to receive appointment notifications and service information. It’s all about serving our customers on their schedule and proving to them that we respect their time.”
TWC TechTracker will launch throughout much of TWC’s service area by the end of October, including the Carolinas, Midwest, New England, upstate New York, Southern California and Texas, and is expected to be available throughout the entire footprint by year-end.
“Our goal is to make the service experience with TWC as seamless and easy as possible – as it should be, ” said Keib.
TWC announced last week several other new service features and options, highlighted in company advertising, to engage customers about the changes the company has made over the past two years to improve and enhance the service experience.
About Time Warner Cable
Time Warner Cable Inc. (NYSE: TWC) is among the largest providers of video, high-speed data and voice services in the United States, connecting 15 million customers to entertainment, information and each other. Time Warner Cable Business Class offers data, video and voice services to businesses of all sizes, cell tower backhaul services to wireless carriers and enterprise-class, cloud-enabled hosting, managed applications and services. Time Warner Cable Media, the advertising sales arm of Time Warner Cable, offers national, regional and local companies innovative advertising solutions. More information about the services of Time Warner Cable is available at and www.twcmedia.com.
