MECHANICSBURG, Pa. and CLEVELAND, July 24, 2014 /PRNewswire/ -- Essintial Enterprise Solutions' customers rely on the company to maintain their critical IT infrastructures, providing services for everything from bank ATMs to data servers. Because it promises its customers the best and fastest service backed by a tight service level agreement, the multi-vendor IT service company looked for a better way to schedule its 1,000 technicians nationwide to resolve customers' needs as soon as possible. Essintial chose TOA Technologies and its SaaS ETAdirect solution for field service management, because it provided the most accurate way to route technicians, and therefore maximized operational efficiency and minimized customer downtime.
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"Even the smallest amount of downtime can have a negative impact on our customers' businesses, which makes it very important that we can quickly dispatch the right service technician, with the right parts and information, to complete the job," said Craig Heck, General Manager at Essintial. "Because ETAdirect learns how each individual technician performs work in the field, and can factor in criteria such as an individual's location in relation to a specific service call, it allows us to more efficiently route and schedule our IT service technicians, enabling us to resolve our customers' issues much faster and benefit from efficiencies on our end."
"Our manual processes just weren't effective anymore, and with our plans to grow through subcontractors, we saw ETAdirect as the tool to help us scale our field operations. Beyond the technology, however, we needed a vendor that we could count on to be there with us through that growth. That's where the TOA Technologies team stood out. They demonstrated that they knew our business and saw our plans to grow and change as an opportunity to form a long-term partnership – a complete change from the typical software vendor that drops off a system and is never to be seen again," said Heck.
Essintial will deploy TOA's ETAdirect Professional to schedule and route its field technicians, who service IT equipment for organizations across the United States. With ETAdirect, Essintial will be able to:
- Optimize the dispatch process with intelligent routing, allowing them to focus on managing only the exceptions
- Assign jobs to technicians based on selected criteria such as skill set, inventory, proximity and availability, enabling it to minimize downtime for customers, and ultimately meet tight timelines in the service level agreements
- Gain better visibility and control costs in areas such as appointment duration, jobs completed per day, travel time and compliance with service level agreements
- Match the demand of the business with the capacity of field teams, both full-time technicians and subcontractors, and easily scale it when needed
"No two field service operations work the same way or have the same priorities – for Essintial Enterprise Solutions, they are focused on minimizing downtime for customers and meeting service level agreements," said Yuval Brisker, co-founder and CEO of TOA Technologies. "It's why we built our ETAdirect solution with the flexibility and scalability to address all kinds of field service operations. And we've shown that it works – we have the diversity of providing proven solutions for industries from retail to cable, utilities to maintenance and repair, all backed by our decade of experience and pure focus on field service management. As a true SaaS provider, we're proud to bring this collective experience in field services to benefit all of our customers through a single platform that answers each of their unique needs."
For more information about TOA Technologies and its ETAdirect solution, visit http://www.toatech.com.
About Essintial Enterprise Solutions
Privately owned, Essintial Enterprise Solutions is a national provider of enterprise infrastructure services and support solutions for distributed technologies. The company's trademarked Managed WorkForceTM solutions and processes lead the industry to optimally balance the enterprise equipment performance and cost equation through specially customized solutions engineering. Its platinum level certification standards, RFID-enabled forward stocking logistics network, proprietary Business Intelligence insight, and best practices Technical Assistance Center further Essintial's ability to help OEMs and their channel partners maximize technology availability at the most efficient costs. Learn more at www.essintial.com.
About TOA Technologies
TOA Technologies is a leading provider of field service and mobile workforce management software solutions. ETAdirect, TOA's complete cloud-based field service management application suite, holistically manages the entire service delivery process from start to finish: from the moment an appointment or service is requested, through planning, routing and scheduling, to real-time customer communications and field management. ETAdirect measures everything that happens in the field, from travel times to appointment length, and creates unique performance pattern profiles for each and every person in the field. TOA's patented statistical analysis engine then uses these personalized profiles to predict when things will happen and how long they will take. With the most accurate schedules and ETAdirect's browser-based and device-agnostic field service mobile app, mobile employees are empowered to get the job done right, on-time and the first time. ETAdirect is quickly deployed, highly configurable and easily integrated with existing CRM, ERP and other systems.
TOA Technologies and its ETAdirect solution suite manage diverse mobile workforces in the satellite/cable/broadband, telecom, utilities, insurance, home services and retail industries, helping them achieve their goals of reducing operational costs while dramatically enhancing the customer experience. TOA Technologies is headquartered in the United States and has offices throughout Europe, Latin America, Australia and New Zealand.
SOURCE TOA Technologies