SaaS Streamlines Field Operations

By Brian Albright, Field Technologies

An IT services firm has increased productivity by 15 percent with automated scheduling and dispatch.

Complex service organizations can be challenging to schedule and manage. Doing so manually can result in mounds of administrative work and missed appointments, which can lead to unhappy customers. Essintial Enterprise Solutions has a large mix of full-time, part-time, and contract employees who provide outsourced IT support, maintenance, and repair services across North America.

When Essintial’s manual scheduling and dispatching processes reached a point that they couldn’t keep up with the company’s growth, the company sought a solution. Essintial turned to a cloud-based service management platform that has increased its closed calls per day rate by 15 percent.