See which technician is arriving and when via text or email
more with new service launching companywide by year-end
NEW YORK–(BUSINESS WIRE)–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
TWC TechTracker will launch throughout much of TWC’s service area by the
end of October, including the Carolinas, Midwest, New England, 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.
For more information about TWC TechTracker and the changes TWC is making
for its customers, visit www.twc.com/service.
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 www.twc.com,