The nation’s largest privately-held home security company turns to TOA’s field service management solution, ETAdirect, to support fast, efficient and seamless security system installation and maintenance
CLEVELAND – March 19, 2014 – When most people across the United States think about safety at home or at work, they think about Guardian Protection Services. Guardian protects homes and businesses – designing, installing, monitoring and servicing security, fire alarm and medical emergency systems. So, it has to build trust and confidence with every customer interaction, beginning with the field technicians who visit the premises of a home or business to install or service a security system. Guardian recognized an opportunity to create a more meaningful service experience for its clients through more empowered and productive field technician teams. To achieve this, it selected TOA Technologies’ cloud-based field service management application, ETAdirect, to ensure its technicians are on time, efficient, and prepared with the right tools and information to deliver amazing service.
“Our security and personal emergency systems are designed to give customers peace of mind; it’s our job to ensure reliability of a service that hits close to home. So, it is incredibly important that our field service technicians are equipped to deliver a superior and memorable on-site service experience that instills confidence and builds on the trust they have already placed in us for their security,” said Eric Aulbach, CIO of Armstrong Group of Companies, which owns Guardian.
“A quality experience is reliant on a smooth service process, which can only happen if every technician is on time, responsive and has the right knowledge about the customer and the job requirements. TOA’s ETAdirect solution will help to achieve this by providing us with a different approach to field service – one that creates personalized workdays unique to the routine of each of our field service employees. This will make their lives easier on the road, set them up for success in the customer’s home or business and drive efficiencies in the process. For example, ETAdirect will allow us to create daily schedules that start and end near our technicians’ homes – and still cut drive time between appointments significantly,” said Aulbach.
Guardian Protection Services will use ETAdirect to:
Build better customer relationships thanks to field service technicians who arrive at the client’s home or business on time and have all the right tools and information at their fingertips
Create schedules that leverage the skills and strengths of each field service technician
Enable service technicians to communicate directly with each other to ask for help or to provide support when needed – all performed within the same mobile field service application they use to access job details and complete work
Ensure technicians arrive to appointments in a timely manner, and keep customers in the loop regarding the status of those appointments
Generate efficiencies in travel time and costs, appointment duration and jobs completed per day
Seamlessly connect field service delivery to its billing systems using the solution’s powerful APIs
“With ETAdirect, Guardian can better connect the field service processes to the holistic customer service experience, while realizing unique savings and benefits across the board,” said Yuval Brisker, co-founder and CEO of TOA Technologies. “By putting the most advanced field service management solution into the hands of every customer-facing technician, Guardian is ensuring that one of the most important links in the service supply chain – the employee who goes to customers’ homes and businesses – has everything needed to guarantee a superior customer experience. With smart schedules, an easy-to-use mobile app and sophisticated collaboration tools, the field workforce will use ETAdirect to work smarter, faster and spend more of their time and energy focusing on the customer.”
To learn more about TOA Technologies and how it is empowering field workforces around the world, from cable technicians in the U.S. to utility infrastructure engineers in the U.K., go to http://www.toatech.com.
About Guardian Protection Services Guardian Protection Services, one of the Armstrong Group of Companies, is the largest privately held security systems company in the nation. Guardian designs, installs and monitors residential and commercial security systems and home automation systems, as well as structured wiring technologies for new home construction. Guardian has more than a quarter-million subscriber accounts throughout the U.S. Protection of life and property has been the company’s exclusive focus for more than 50 years. Guardian consistently ranks in the top 10 of SDM’s Top 100 security firms. For more information, visit www.GuardianProtection.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.