Essintial Enterprise Solutions

800.384.7000

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Essintial Wins Best in Class

A worldwide technology & services company that manufactures, distributes and supports a wide range of self-service kiosks, point-of-sale terminals, ATMs and related technologies has recognized Essintial as the 2018 Best in Class Indirect Supplier out of 3,000 vendors.

Essintial has been a supplier for this OEM* since 2015, supporting them through many long-term and short-term projects. In 2017, Essintial completed 34 project engagements for 16 of this OEMs customers ranging from POS, self-check out and new store installs to refreshes and OS upgrades. Essintial project management team coordinated and dispatched technicians who spent more than 146,000 hours on-site during more than 30,000 dispatches with a 92.47% metrics attainment across the board.

“We are honored to have received a Best in Class Award, from this exceptional and globally recognized OEM partner” said Essintial CSO Gregory G. Lorenzen. “Delivering innovative deployment and project management solutions in a highly evolving IT environment is critical to the success of our clients, as well as our own.”

With 22 projects on the books and already over 65,000 hours spent on-site for this vendor in 2018, we’re proud to be the company’s vendor of choice when they get high volume projects that require a solid partner to help drive success. Next week, we’ll kick off a project that will have 140 sites a day to complete 4,500 sites inside of two months.

“We greatly value our partnership with this OEM,” said Lorenzen. “We look forward to developing and executing more high-quality, innovative solutions in response to the changing needs of today’s businesses and end users.”

Essintial has received multiple kudos and thank you from the project managers. Below are some samples.

“Essintial is doing a great job on the [Retail Customer] Project!  Nothing but good feedback thus far. Let’s stay strong until we finish in May!!!  We have some Sundays coming up which may be a challenge.”
“Thank you for all of your hard work at [Retail Customer]! … We ended up with:

  • 98% Performance on installs.
  • 85% Performance on-time and no-shows.
  • 1 abort. Only one tech assigned and he was in an accident.
  • 3 techs were removed from the project after day one as they were not a good fit.”
“I want to thank each of you for your contribution in the role you play with this project. I know that each day is challenging and is always changing direction. I just had a phone conversation with [my contact] at [Hospitality Customer] and he stated he is very happy with our performance as a team … Great job team.”

*Company name withheld at the request of the customer

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Essintial℠ Dispatches Technicians & Closes Service Tickets 25% Faster

Founded in March 2010, Essintial Enterprise Solutions℠ was born from two established organizations — National Support Services and Halifax Inc. — with decades of enterprise technology support expertise and integrity. Essintial℠ leverages a vast network of national field technicians and a business intelligence team as part of its Managed WorkForce® methodology to deliver data center services, as well as technology deployment, installation, maintenance and managed services.

Essintial leverages an RFID-enabled logistics network of more than 150 forward-stocking locations to provide next-day service to every zip code in the United States and same-day service to over 30,000 locations—including all mid-tier and major metropolitan areas. Its technical assistance center fields more than 40,000 service requests each month for dispatch across nearly 700 field technicians.

With Oracle Field Service Cloud, we’ve transformed the customer experience and effectiveness of our field service operation. It is a phenomenal tool for service technician dispatching and routing. The cloud-based Oracle solution also enables us to reduce costs while increasing service efficiency.”

Tom York, Essintial CEO and SIA President

Challenges

  • Improve customer service and enable the enterprise technology support company to easily and consistently meet stringent service level agreements (SLAs), such as servicing ATMs within two hours of a call
  • Optimize operation of the field service organization, which provides diverse technology support and deployment services nationwide, including installing point of sales solutions in large retail chains
  • Reduce costs without sacrificing service quality
  • Ensure that the company’s field service management solution can scale easily to meet future growth requirements

Solutions

  • Transformed service operations via Oracle Field Service Cloud, part of Oracle Service Cloud—enabling Essintial to boost operational excellence and improve productivity while exceeding customer expectations at a lower cost
  • Achieved superior SLA compliance—95% or higher—and thus improved customer satisfaction by automating and accelerating the dispatch of tens of thousands of technology support service calls monthly, including 16,000 monthly ATM service calls
  • Optimized service technician routes—boosting technician productivity while cutting average field technician mileage by 10% as well as reducing associated labor and transportation costs
  • Improved satisfaction for approximately 1,800 customers by reducing manual steps for Essintial field service personnel and, in turn, delivering faster, more accurate service
  • Deployed technicians and closed service tickets 25% faster end-to-end after deploying Oracle Field Service Cloud
  • Reassigned nearly 50% of back-office service workforce to other business priorities and growth areas while continuing to grow the organization
  • Integrated electronic data interchange environment with Oracle Field Service Cloud to ensure automated communication between technicians, customers, and the company’s headquarters—enabling Essintial to effectively, efficiently, and accurately respond to more than 40,000 monthly service events
  • Boosted job satisfaction by enabling the company to analyze the historical performance of every field employee and then create optimal daily routes and schedule
  • Accelerated ability to deliver exceptional customer service, eliminated need for up-front IT infrastructure investment, and enabled internal IT team to focus on other value-add initiatives thanks to end-to-end management of field service processes via a cloud-based solution

Why Oracle

When searching for a tool to automate its field service organization, Essintial knew that it did not want to incur the initial expense of creating and maintaining an onsite physical infrastructure. For Essintial, up time was also critical to consistently meeting SLAs.

We relied heavily on Gartner’s assessment of Oracle Field Service Cloud as a leader in cloud service solutions—from a scalability as well as excellent uptime perspective. We needed a very flexible platform that would enable us to meet our growth goals. It came down to ClickSoftware and Oracle. We found that Oracle offered a better price point and a more flexible solution. It also guaranteed uptime and offered greater pre-integration options to streamline future build out. The positive customer testimonials are what really took Oracle Field Service Cloud over the goal line.”

Tom York, Essintial CEO and SIA President

Implementation Process

Essintial took a phased approach for its Oracle Field Service Cloud implementation, and went live at the beginning of 2014. As part of the implementation process, Essintial integrated the flexible and open Oracle solution with its application programming interface (API) to extend and optimize automation

Article originally featured on oracle.com.

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Large Retailer Leverages Essintial’s 24×7 Technical & Managed WorkForce® for Rapid Field Support

Essintial℠ announced today its successful completion of a large scale, short term technology project with a large U.S. retailer. Essintial was selected as a result of its extensive track record, cutting edge technology and fast, flexible round-the-clock service. Essintial’s Technical Assistance Center (TAC) located in Mechanicsburg, PA executed over 5,000 field technician touches for this project, working around the clock to manage all aspects of the service process.

Due to our Managed WorkForce® methodology we have the proper field service resources ready for large-scale, comprehensive, complex, project deployments. We are extremely excited about this achievement. This was truly a test of the scalability of our Managed WorkForce® methodology.”

Tom York, CEO Essintial Enterprise Solutions℠

The short term project consisted of the refresh and upgrade of older point of sale hardware to the new and highly secure EMV chip secured point of sale hardware at over 800 store locations nationwide. “We are extremely excited about this achievement. This was truly a test of the scalability of our Managed Workforce®” said Mr. York.

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Huawei Names Essintial Enterprise Solutions℠ in 2013 Annual Partner Award

Essintial℠ announced today that it has received Huawei’s 2013 Annual Partner Award. As an authorized service provider to Huawei, a leading global information and communications technology solution provider, Essintial provides 24/7 field service and call center support throughout the U.S. The award recognizes Essintial’s superior performance and customer satisfaction.

Recognition acknowledges Essintial’s exceptional performance in supporting Huawei’s service supply chain

“Huawei prides itself on creating value for telecom operators, enterprises, and consumers,” said David Zhang, Vice President of Delivery and Service for Huawei Enterprise USA. “We can only succeed in this mission by partnering with the best technical service providers around the globe. Essintial fits the bill by consistently delivering seamless support to meet and exceed our enterprise customer requirements. We value Essintial’s partnership and have already expanded the relationship to include logistics support.”

Earlier this year, Huawei launched its Enterprise Services and Support program, which employs a follow-the-sun approach for frontline and backline support. Huawei’s Enterprise Services and Support program includes the Technical Assistance Center (TAC); four-hour onsite parts and technician support available to over 40,000 U.S. locations; and next-business-day parts delivery —all of which are supported by Essintial.

About Huawei

Huawei is a leading ICT solutions provider. Through continuous customer-centric innovation, we have established end-to-end advantages in ICT network infrastructure, Application & Software, Professional Services and Devices. With comprehensive strengths in wireline, wireless and IP technologies, Huawei has gained a leading position in the all-IP convergence age. Our products and solutions have been deployed in over 140 countries and have served 45 of the world’s top 50 telecom operators, as well as one third of the world’s population. The company is committed to providing innovative and customized products, services and solutions to create long-term value and growth potential for its customers. For more information, visit Huawei Enterprise online: enterprise.huawei.com/us/.

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Essintial℠ Announces 1,000,000th Service Call

Essintial℠ is thrilled to announce that since its creation in 2010, it has surpassed the 1,000,000th service call milestone.

On June 6, 2013 at approximately 1pm EST a service call was placed to dispatch a technician to a retail location (on behalf of Essintial partner, Certified Retail Solutions) in Brandon, Florida. The problem indicated was a point-of-sale (POS) drawer not functioning properly. Field Technician, Chuck Hilger, received the ticket and proceeded to the on-site location. The issue was resolved successfully and the ticket was closed within the customer’s Service Level Agreement (SLA.)

Numerous agents within Essintial’s Technical Assistance Center (TAC) assisted with the successful completion of the one millionth service event. They include: Alicia Mato, Aimee Stence, Ariel Deguzman, Tracy Behney, Chris Mangenello, Ben Wasinger, and Joseph Skolnicki.

Celebrating Essintial Enterprise Solution's one millionth service call.

Top Row: Chuck Hilger – Field Technician, Alicia Mato, Joseph Skolnicki, Chris Mangenello

Bottom Row: Ariel Deguzman, Tracy Behney, Aimee Stence

Not pictured: Ben Wasinger