TOA identified a common experience in many service organizations – a disconnect occurs among customer service, the customer and the field. Customers don’t know precisely when a worker is going to arrive, and customer service doesn’t know how long it’s going to take to complete a job. With ETAworkforce, organizations connect the right worker to the right job, to the right customer, every time.
“Closing the service loop by connecting customers with the field workforce enables services organizations to achieve their ultimate goal – pleasing customers by providing more efficient service. To do this successfully, companies must remain mindful of both the customer and the service itself,” said Yuval Brisker, co-founder and CEO of TOA Technologies. “Integrating with Salesforce, TOA Technologies has introduced a totally new approach to achieving this goal – a flexible yet robust solution for optimizing the mobile workforce in relation to time, customer commitment and expectation.
“From order creation to the delivery of a product or service, ETAworkforce on the Force.com platform uniquely empowers service organizations to finally go beyond the basics, beyond simple scheduling or work order management to optimized routing and social connectivity. TOA’s solution applies patented predictive analytics to field service management and it keeps learning, continuously. That means more than just closing the customer service loop. It means maximizing efficiency, optimizing the work day and enhancing the customer experience.”
• Capture customer and order details for each appointment
• Route and schedule appointments against the actual capacity of the workforce – all in real-time
• Dynamically track and monitor the progress of appointments, giving a single view of all aspects of a customer interaction
• Create bi-directional relationships with customers by both delivering up-to-date information about the status of their appointments and empowering them to confirm, cancel or reschedule appointments
• Use the solution on any HTML5-enabled mobile device, not just an iPad
• Integrate with Salesforce Chatter, the leading enterprise social network, and its dashboard reporting
“Force.com is a trusted, open platform for building apps that create more social organizations,”
“The relationship between company and customer often starts when a customer calls to buy something or to ask for a repair, but it doesn’t end there. CRM tools shouldn’t stop there, either,” said Brisker. “By combining the power of TOA Technologies’
TOA Technologies will be showcasing ETAworkforce at Dreamforce 2012, September 18-21. TOA will be in booth 413.
About the Force.com Platform and AppExchange
Force.com is the trusted social enterprise platform for building and running any employee app in the cloud. Force.com powers the Salesforce CRM apps, the more than 275,000 custom apps built by salesforce.com customers such as Japan Post, Kaiser Permanente, KONE, and Sprint Nextel and the more than 1,500 ISV apps built by partners such as BMC, FinancialForce.com and Fujitsu.
Enterprise apps built on the Force.com platform can be easily distributed and marketed through the salesforce.com AppExchange.
The salesforce.com social enterprise platform delivers the most trusted and comprehensive cloud technologies for social, mobile and open apps. It includes Force.com, the cloud platform for employee apps, Heroku, the cloud platform for customer apps and Database.com, the cloud database to integrate the social enterprise.
Salesforce, Social Enterprise, Dreamforce, Force.com, Heroku, AppExchange, Database.com and others are trademarks of salesforce.com, inc.
About TOA Technologies
TOA Technologies is the leading provider of cloud-based mobile workforce management applications. ETAdirect, TOA's patented platform, improves customer service while dramatically reducing operational costs and delivering immediate return on investment. As the industry's only complete on-demand solution using predictive, time-based analytics, ETAdirect reduces customer wait times while increasing field workforce efficiency. TOA's system deploys quickly, is highly configurable and is easily integrated with existing CRM solutions.
ETAdirect manages the mobile workforces of global brands in the satellite/cable/