Case Study: Essintial Enterprise Solutions achieves 25% faster technician dispatch and ticket closure with Oracle Field Service Cloud (Oracle)

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

Essintial Enterprise Solutions, founded in 2010, is a national enterprise-technology support provider with a network of more than 150 forward-stocking locations, roughly 700 field technicians, and a technical assistance center that handles over 40,000 monthly service requests. The company needed to consistently meet stringent SLAs (including 2-hour ATM service windows), optimize nationwide field operations and routing, reduce costs without sacrificing service quality, and adopt a scalable field-service platform to support future growth.

Essintial implemented Oracle Field Service Cloud in a phased rollout (going live in early 2014) and integrated it with its API/EDI environment to automate dispatching and routing. The solution enabled technicians to be deployed and tickets closed 25% faster end-to-end, delivered SLA compliance of 95% or higher (including automation of 16,000 monthly ATM calls), cut technician mileage by 10%, allowed reassignment of nearly 50% of back-office staff, improved satisfaction for ~1,800 customers, and removed the need for upfront IT infrastructure while lowering costs and boosting productivity.

Essintial Enterprise Solutions

Tom York

CEO, Essintial Enterprise Solutions