Work Orders & Service Calls

Work Order Creation

Creating and completing work orders is the main driver of the system. Work orders are where subscribers are created and cancelled, units are created and disconnected, services are added and removed, and a host of other features.

The creation of a work order is done on-line interactively while the customer is on the phone. When the CSR selects the command key to create a work order, the System will automatically determine whether this is a new subscriber, new unit, disconnect, reconnect or change of service. When confirmed, the System will display the work order screen with the subscriber’s current services, and all available services at that location.

The CSR then enters the desired service, i.e. packages of services, etc., and the System will calculate the monthly rental, prorations, installation charges, security deposit (if applicable), the amount to be collected from the subscriber and determine the next available appointment when there is sufficient time for the work to be performed.

When a work order is being created, the System automatically displays the first available date the work can be performed. In calculating this date, the System allows for the type of work requested, the time it requires, and the area where it will be done. The areas can be organised by ZIP code, a grid system, by defined levels or telephone exchange numbers. The program can even consider the capabilities of the individual technicians available. With the proper authorisation, the date may be overridden.

The RR System is unlike any other subscriber management system in the world in that the cable operator can create an unlimited number of services on the system, then decide on what services will be available to a particular community. It does not matter whether video, data or voice services are being offered. The RR System will recognize the service and automatically access the correct rate schedule for that service in that community.

Types of Work Orders

There are seven types of work orders that can be created:

New Install (NI) A new install work order is created for a unit that may or may not – at time of W/O creation – exist on your database.

Pre-Wire (P) This type of work order is to allow the technician to go out and pre-wire the unit with out actually making the service available.

Transfer (T ) A transfer work order is created when a New, Active or Cancelled subscriber is moving to a unit that is in hot status (i.e the unit has a status of Service and/or Move letter) or a unit that has a different active subscriber in it.

Reconnect (R) A reconnect work order is created when a service (s) are to be resumed at a unit that is disconnected. Whether or not the subscriber is new to this unit has no effect.

Change of Service (C) This type of work order is created when an active subscriber wishes to change/ upgrade/ downgrade services at his/her current unit.

Disconnect (D) A disconnect work order is created when all services are to be disconnected at the unit.

Move Letter (M) A move letter work order is created when the subscriber moves out of the unit, but the services are kept live at the unit (the unit is left HOT) to allow another tenant to move in and take over the services without sending a technician to do any work. If no one has resumed service at the unit after a specified number of days, a disconnect work order is automatically created within the end-of day programs.

Transfer Work Orders

The RR Enterprises is the only system in the world that has the capability of moving or transferring a subscriber from one address to another active unit, with only one work order. The System automatically moves the subscriber to his new address, disconnects the previous subscriber, and sends the previous subscriber a final, pro-rated invoice. It then automatically generates a marketing letter to the next occupant at the old unit, and leaves the unit live for 10 days. If no one calls in 10 days, the System automatically generates a disconnect work order. This can save a truck roll and capture the new occupant much more quickly.

Our customers estimate this feature alone saves them 15% on their field operating costs. It is possible for our system to automatically accomplish this only because of two completely separate relational databases, one for the subscriber and one for the unit (service location). A third relational database manages all serialised inventory items.

All personnel on the System can immediately access all work orders, even work orders that have just been created. This eliminates the need to telephone or manually send a written work order from customer service to your service personnel. The System can automatically fax all work orders to remote technicians, either immediately, or in a daily batch.

Rate Schedule Program

The charging and invoicing programs are extremely flexible. An example is our proprietary Rate Schedule program. With the RR System, a service is added to a rate schedule, which is assigned to a community including the default taxes for that community. To illustrate, with the RR System, the service code for HBO is always HBO, no matter the price for the service in many different communities or towns. Our competitor’s have a service code for every different rate they offer. If they want to offer a special, it requires a different service code. What this means is that when there is a price increase or a change in the taxes, cable companies that have competitive subscriber management vendors face a nightmare in updating the thousands of service codes they have in the system.

The RR System is far, far easier to adjust pricing. For example, if a division has 100 communities and one of those communities has a different rate for the service Basic, then with the new program you would create one rate schedule for the division, and one for the community with the different rate for the service Basic. This would mean you now have two rate schedules: one for the divisional level, which will look after the 99 communities, and one for the community with the different pricing.

You can also set up “tax only” rate schedules. What is a “tax only” rate schedule? A “tax only” rate schedule contains all rate schedule taxes for all taxable items on the rate schedule (for example, services, PPV, etc.). Tax only rate schedules are set up at the community level and are used when the rates for services are set up at the divisional level but the taxes are unique to the community.

Packaging Program

Our Packaging Program is extremely sophisticated. When the CSR selects the services for the subscriber, i.e. HBO and Showtime, the RR System will automatically assign the correct package for that consumer.

Pricing may be fixed or variable. The System can automatically qualify subscribers and assign the best package based on their services, or Users may select from a list of services. Changing different parameters such as pricing, the number of qualified services and credit history codes easily creates variations of packages. You may create your variations one at a time, and/or create them in mass. You can specify a range of picks and discount variation to go with each and several variations will be created at once.

Packages can be pre-formatted, so the CSR simply selects the package and the work order is automatically populated with the different services within the package. Now you can promote a number of different packages and the CSR simply has to select the specific package and the System does the rest.

There are also numerous options available in the ‘Pick & Pay‘ area. As an example, the subscriber can simply pick a specific number of a la carte services within an offering and that becomes a package at a special price. Another option would be for the subscriber to pick a certain number of services from one list, and that entitles the subscriber to a discount on services from another list.