Case Study: Arrow S3 achieves improved ticket accuracy and boosted workforce efficiency with [x]cube LABS

How we helped Arrow build a field service automation solution to boost productivity and customer engagement

Arrow S3, a $2 billion business solutions firm specializing in unified communications, voice/data technologies and contact center services, relied on a manual, phone-based dispatch process that funneled trouble tickets through a web portal. This created tedious workflow, high error rates and poor customer engagement, making it difficult for technicians to respond quickly and clients to interact effectively.

[x]cube LABS built an iPad field-service app that links to Arrow S3’s backend via web services, giving technicians prioritized ticket access, map-based navigation, note-taking and a dashboard showing pending tasks, SLA timers and dispatcher connectivity. The solution improved accuracy in ticket resolution, boosted workforce efficiency and accelerated issue handling, while enhancing customer engagement.

Arrow