ETAdirect Data Sheet


ETAdirect
A customer-centric approach to mobile workforce management
ETAdirect brings together a fu...
ETAdirect Data Sheet


ETAdirect: A modular system to fit your mobile
workforce management needs
Planning and Scheduling M...
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TOA Technologies Solutions

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ETAdirect brings together a full suite of integrated field service and appointment tools in one Web-based application. It’s the only
mobile workforce management solution focused on delivering a unified and enhanced customer experience through intelligent,
automated and predictive customer communications. ETAdirect’s unique activity tracking provides a comprehensive time-study
analysis of operations, improving planning and on-time performance, as well as managing customer expectations.

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TOA Technologies Solutions

  1. 1. ETAdirect Data Sheet ETAdirect A customer-centric approach to mobile workforce management ETAdirect brings together a full suite of integrated field service and appointment tools in one Web-based application. It’s the only mobile workforce management solution focused on delivering a unified and enhanced customer experience through intelligent, automated and predictive customer communications. ETAdirect’s unique activity tracking provides a comprehensive time-study analysis of operations, improving planning and on-time performance, as well as managing customer expectations. Only ETAdirect lets you plan, schedule, dispatch, monitor and communicate real-time with: • Client customers waiting for service and delivery appointments • Back-office employees, including contractors and subcontractors • Field and mobile employees ETAdirect is a zero-footprint application and can be accessed from any internet-enabled device including mobile phones, PDAs and laptops. Etadirect delivers measurable improvements in productivity and customer satisfaction. Business Benefit Improvement Increase in daily job completion rate 46% “At Arhaus Furniture, we’ve realized Improvement in on-time performance 30% significant dollar savings…we’ve Improvement in dispatcher to field employee ratio 45% experienced a 40% decrease in Decrease in miles driven per appointment 40% miles driven per delivery run, and an increase in deliveries of 38% per Reduction in overtime 75% hour, to name a few.” Reduction in unnecessary truck rolls* 20% John Roddy Reduction in cancellations at the door (problem went away)* 10% Arhaus Furniture VP Logistics & Reduction in inbound “where’s my tech” calls* 50% Distribution Customer satisfaction for TOA-managed appointments 98% ETAdirect: A Software-as-a-Service (SaaS) solution that delivers fast ROI and requires no upfront investment. The SaaS architecture offers many benefits: • A pay-as-you-go cost structure. “We selected TOA since they offer • Fast ROI – clients recoup their investments by the 5th day of each month a customer-focused solution, are a • Unprecedented scalability and flexibility leader in technology, and provide a • Fast deployment to implementation is complete in 8 to10 weeks compared to the 9 - 12 months required for traditional hardware-based solutions hosted model.” • Free upgrades Catherine Mitchell While requiring no: COX Communications • Up-front, high capital investment Vice President of • Dedicated IT support Field Services • Maintenance fees • Upgrade fees US: One Chagrin Highlands | 2000 Auburn Drive | Suite 207 | Beachwood OH 44122 | www.toatech.com 01 Europe: Kingsfordweg 151 | 1043 GR Amsterdam | Netherlands
  2. 2. ETAdirect Data Sheet ETAdirect: A modular system to fit your mobile workforce management needs Planning and Scheduling Modules About TOA Fully integrated with customer communications, these components are TOA Technologies is the first and completely configurable for multiple organizational levels. They efficiently only company to develop match mobile workers with the most appropriate jobs and effectively minimize web-based, mobile workforce travel time, work time and overtime. Key benefits include increased management software solutions mobile worker productivity and reduced “not-at-home” wasted truck rolls. driven by customer preferences. Predictive capacity estimation based on historical performance and work TOA creates value for its clients patterns, combined with using data from geographic location to appointment by increasing their operational time windows to mobile employee skills, is another significant feature efficiencies, delivering a fast ROI, only available from TOA. and significantly enhancing the customer experience. Management and Reporting Modules A dynamic management dashboard that provides dispatchers and field management with complete visibility and control of their team’s activities, these modules are fully Some of our clients include: integrated with Google Maps, and customer care and Cox Communications billing systems and work with all major mobile devices and carriers. The Bright House Networks result is a centralized access and a Web-based view which ensure adequate Comcast staffing, on-time arrival of field service personnel and importantly, improved Suddenlink customer satisfaction. Arhaus Furniture Home Paramount Customer Appointment Management Modules ONO (Spain) These interactive modules deliver everything from automatic personalized Numericable (France) messages to customers via the means of their choice – voice, text and UPC (Ireland) email with current information regarding their service or delivery tech’s arrival time, to a post-appointment survey that captures real-time customer We serve these industries: satisfaction metrics. Cable Retail Telecommunications Utilities “TOA will allow us to revolutionize our approach to 2008 Awards: customer service by giving both customers and Winner: Gartner’s 2008 Innovative technicians unprecedented control in managing CRM Software the in-home appointment.” Vendor of the Year Manuel Marti, Leading Visionary: Gartner’s 2008 ONO Magic Quadrant Director of Customer Operations for Field Service Management. Visit www.toatech.com or call 1.216.360.8106 for more information. Copyright TOA Technologies, 2009. This document is the sole property of TOA Technologies and is strictly confidential. It may not be reproduced, either in part or whole, it may not be transmitted or manipulated, in any form or way, may be it electronic, mechanical, photocopied or recorded, without TOA Technologies’ expressed written permission. It may not be lent, rented or in any way transferred without the previous written permission of TOA Technologies, the holder of the copyright. Any breach of these conditions committed by any individual or organization who has access to the documentation will be prosecuted to the full extent of the law. US: One Chagrin Highlands | 2000 Auburn Drive | Suite 207 | Beachwood OH 44122 | www.toatech.com 02 Europe: Kingsfordweg 151 | 1043 GR Amsterdam | Netherlands

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