Case Study: Essential Enterprise Solutions closes service tickets 25% faster with Oracle Field Service Cloud

Essintial Enterprise Solutions Dispatches Technicians and Closes Service Tickets 25% Faster End-to-End while Optimizing Productivity and Reducing Costs

Essential Enterprise Solutions, an enterprise technology support company, needed a way to improve customer service, meet strict SLAs, optimize field service operations, and reduce costs while supporting future growth. The company also wanted a field service management solution that would scale without requiring up-front onsite infrastructure investment.

Using Oracle Service Cloud, specifically Oracle Field Service Cloud, Essential automated dispatching and routing across its nationwide technician network. With Oracle, it achieved 95% or higher SLA compliance, closed service tickets 25% faster end-to-end, cut average field technician mileage by 10%, improved satisfaction for about 1,800 customers, and reassigned nearly 50% of its back-office service workforce to other priorities.

Essintial Enterprise Solutions

Tom York

CEO, Essintial Enterprise Solutions