The Extra Mile: Keeping RCN Field Service Up and Running

Seth Liddy July 7, 2020

arris-exp-mgmt-field-serviceCommScope is a trusted partner and advisor to leading operators all over the world. We operate under the belief that their success is our success. So, sometimes, our teams go above and beyond in support of our customers. This commitment was recently exemplified in a case involving our long-standing customer and US cable operator, RCN. 

RCN uses CommScope’s WorkAssure® Perform software to help their residential technicians deliver high-quality, on-time service appointments to their subscribers. Recently, they encountered a network issue that impacted their field operation tools—including WorkAssure Perform.

When RCN recognized that the issue could last several days, CommScope’s Workforce Management team reached out and offered to host WorkAssure Perform. Typically, a migration from local hosting to a cloud service can take months. But with our teams working around the clock, we were able to successfully host RCN’s WorkAssure software within 72 hours! And by the following business day, they were up and running at all locations.

CLICK TO TWEET: CommScope’s Seth Liddy explains how the WorkAssure Perform software helped RCN’s residential technicians deliver high-quality, on-time service appointments to their subscribers.

“The CommScope team’s ingenuity, quick actions, and proactivity in helping us resolve this issue underscores their strengths and expertise as a leading vendor. But, more broadly, it speaks to their exceptional culture of customer service, which is why we’re proud to count on them, time and time again, as a trusted partner and advisor,” said Mike Mayernik, Senior Director of Service Delivery, RCN.

Our willingness to go the extra mile for our customers is the hallmark of CommScope’s culture—from our solutions to our services, our innovations, and our daily interactions with customers. Every day, we go out of our way to ensure that we both succeed. Sometimes, just a little further than most.

About the Author

Seth Liddy

Seth Liddy a senior product manager at CommScope, a global leader in infrastructure solutions for communications networks. In this role, he is responsible for developing CommScope’s WorkAssure- a portfolio that provides field management software and services uniquely tailored to deliver high quality customer experiences and streamlined field operations for service providers.  

 

Mr. Liddy has over 20 years of experience in delivering comprehensive, software solutions across different industries using Agile product and software development techniques