NEW YORK — When is the cable guy coming???
Time Warner Cable Inc. (TWC) customers will soon be able to see the exact real-time location of their technician on an interactive map enhancement to the company’s TWC TechTracker tool. In a partnership with Glympse, the leader in temporary, dynamic location services, customers will be able to track the technician’s exact location while en route to their service appointment. TWC is piloting the new feature in Southern California and will launch it across all TWC areas by end of May.
“We continue to give our customers simple ways to easily manage service appointments on their own time and in their own way,” said John Keib, TWC’s EVP and Chief Operating Officer, Residential Services. “Utilizing Glympse’s location sharing technology significantly enhances the in-home customer service experience and reinforces our commitment to on-time appointment arrivals. By providing real-time updates, it allows customers to conveniently plan for their appointments and eliminate any wonder about when the technician will arrive.”
“In today’s on-demand economy, people expect a new level of engagement from service providers, whether it’s waiting for their service technician or package delivery,” said Bryan Trussel, co-founder and CEO of Glympse. “Together with TWC, we have set the bar on what we believe customers should expect for appointments. With our robust location sharing technology, we enable companies to strengthen connections with their customers and create better experiences, on any device.”
With the enhanced TechTracker tool featuring Glympse technology, customers will receive a unique web link, valid only for their service appointment, and sent via the customer’s notification preference of text or email. Once the technician is en route, the customer will see the technician’s real-time location on a live map, the route, estimated time of arrival, and the technician’s first name, photo and identification number. The unique web link expires once the technician arrives at the appointment location.
TechTracker launched in October 2015 and features an automated notification process that includes pre-appointment reminders and the ability to make changes to appointments via notifications received. Customers can reschedule or cancel the appointment at each notification point.