Cox Communications

Cable and telephony technicians at Cox Communications, the nation's third largest cable company, lacked the tools they needed to efficiently troubleshoot problems in the field and to communicate data remotely. To improve service to customers and eliminate repeat calls for technician visits, Cox deployed fully-rugged Toughbook mobile computers to their field technicians. Panasonic helped Cox integrate Toughbook laptops with the company's workforce automation system. This along with the computer's integrated wireless capabilities enabled technicians to send and receive work orders remotely. On service calls, technicians connected their Toughbook computers to troubleshooting devices, enabling fast, efficient resolution of customer problems.

"One of the challenges for Cox Communications as a company applying workforce automation was to find a way to make more efficient and cost-effective decisions in the field, "states Mike Kovash, IT Manager for Cox Communications. Cox met with Panasonic Computer Solutions Company early on in its process, and ended up with a partner that helped it deploy a complete solution. Kovash continues, "Panasonic partnered with Cox to help look at the ways we use the mobile devices to optimize that, and to find other avenues for saving money and helping make the field experience more productive for both the technician and the customer."

Cox Communications found that Panasonic Toughbook® laptops could be equipped with other equipment to provide a customized system. "With Panasonic's integration, we were actually able to have a form factor that was rugged and durable in the field," says Kovash.