Service Stream, a network service contractor in Australia, is an expert at many lines of field service work from fixed and mobile telecommunications to energy and water utilities. With the challenging task of handling the varied processes and resources for each type of job, Service Stream sought one flexible and quick-to-deploy software solution to manage its field workforce and provide the foundation for a transformational field service project. With these requirements, Service Stream selected global field service management leader TOA Technologies and its ETAdirect solution.
“Our customers trust us to onboard the best trained field technicians quickly and deliver excellence, every time,” said Craig Wishart, CIO for Service Stream. “And in order to meet and exceed their expectations, it’s important that we have a flexible platform to manage a wide variety of field-based activities. With its cloud-based field service management solution that works on any device, TOA Technologies was the clear choice to scale one application across our field workforce, providing the levels of customer and in-field management we were seeking.”
Service Stream chose to partner with TOA Technologies to create a cohesive field service management platform with ETAdirect, but it also had an immediate need. In a narrow eight-week timeline, Service Stream had to execute on Australia’s new high-speed fiber network project the National Broadband Network (NBN) and TOA proved to be the only field service management solution provider with the right deployment capabilities to deliver within the designated timeframe. Throughout 2013, Service Stream will scale the successes of this initial project across the business, standardizing processes and integrating with other selected enterprise solutions.
“I have been impressed with the focus, support and service from the TOA Technologies team,” said Wishart. “We’ve seen high adoption rates in the field already, particularly driven by the collaboration between TOA and the Service Stream Information Services team. As we continue implementation, it’s clear that this field service management project is fundamental to our go-forward strategy, transforming both core customer management and dynamic scheduling processes.”
“Service Stream, like other best-of-breed contractors, has a unique business model it has many different types of field teams serving different types of businesses across a broad geographic and vertical landscape. In order to best manage and fulfill its requirements, customer expectations and the bottom line, the company couldn’t have a different field service management system for each line of business, nor could it wait around for a solution that would take a year or more to implement,” said Yuval Brisker, co-founder and CEO of TOA Technologies. “Service Stream needed a system to unify their view of the business and to standardize processes quickly and cost effectively.
“By choosing TOA’s ETAdirect, Service Stream met all these requirements and more. Service Stream’s mobile workforce evolution is the perfect example of why a configurable, cloud-based field service management solution makes a difference, especially when it comes to providing a lower total cost of ownership, enormous flexibility and faster results. We’re proud to offer Service Stream the only solution on the market that has these qualities ETAdirect partnering with the contractor to continue to grow the business and improve the customer experience through field service excellence,” said Brisker.
TOA Technologies operates in 22 countries worldwide, including Australia and New Zealand. In 2011, TOA secured its presence in the region with a team on the ground and an office in Sydney.
For more information about how TOA Technologies’ solutions deliver fast results for all types and sizes of companies with field workforces, visit the website.
About Service Stream Limited
Service Stream (servicestreams.com.au) is a public company listed on the Australian Securities Exchange (ASX Code: SSM) with annual revenues of approximately A$600 million. The Service Stream Group is a provider of essential network services to the telecommunications, energy and water industries. Service Stream operates out of more than 50 locations nationwide and maintains a workforce of over 4,000 employees and contractors.
About TOA Technologies
TOA Technologies (toatech.com) is the leading provider of field service and mobile workforce management applications. ETAdirect, TOA’s patented platform, improves customer service while dramatically reducing operational costs and delivering immediate and lasting return on investment. As the industry’s only complete on-demand solution, ETAdirect uses time-based pattern recognition and predictive analytics to provide the most advanced and accurate field service management application on the market. ETAdirect reduces customer wait times while dramatically increasing field workforce efficiency. TOA’s solutions are cloud-based, quickly deployed, highly configurable and easily integrated with existing CRM, ERP and other solutions.
Across four continents, ETAdirect manages mobile workforces for some of the world’s most recognizable global brands in the satellite/cable/broadband, telecom, utilities, insurance, home services and retail industries. Named a Leader in the Gartner Magic Quadrant for Field Service Management, TOA Technologies is headquartered in the United States and has offices throughout Europe, Latin America and Australia.