Guardian empowers techs to help ensure customer satisfication

When you think about it, all the marketing and sales work a security company does can be largely undone if that company's technician makes a bad impression at an install or service call.

Guardian Protection Services, based in Warrendale, Pa., believes that the interaction between technicians and customers is so vital that it has added a new field service management system designed to empower technicians and help them be more productive.

Here's more of what Guardian announced today about how its selection of TOA Technologies' cloud-based field service management application, ETAdirect, will help its technicians be on time, efficient, and prepared with the right tools and information to do their jobs:

“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 Eric Aulbach, CIO of Armstrong Group of Companies, which owns Guardian.

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, a provider of field service and mobile workforce management software solutions.