Mobile workers: Field service management

Line maintenance: TOA Technologies recognized as a “Leader” in the Magic Quadrant for Field Service Management, 2013. Evaluation based on completeness of vision and ability to execute.

CLEVELAND -­ Utility linemen: Empower global organizations with mobile teams of all sizes to get the job done right the first time, every time, on-time, and make more meaningful connections with people along the way. This is the mission of TOA Technologies, a provider of cloud-based field service management solutions ­ a mission it continues to carry out successfully a decade after TOA’s founding in 2003. Today, TOA Technologies has been named a “Leader” by Gartner Inc. in the Magic Quadrant for Field Service Management (Gartner “Magic Quadrant for Field Service Management” by William McNeill, Michael Maoz, Gordon Van Huizen, 9 October 2013), 2013.

“The TOA Technologies team takes pride in thinking differently about field service management,” said Yuval Brisker, co-founder and CEO of TOA Technologies. “To us, it’s more than managing field operations – it’s about intelligently connecting people to helping them use their time more effectively, and in a way that makes their lives, and the lives of those around them, better. And, our approach is that field service management isn’t just a software application -­ it’s a technology and a collaborative ecosystem that must be powered by a scalable cloud, smart devices and the mobile Internet to deliver both immediate and long-term value to companies everywhere.

“We believe it is this kind of rethinking that has propelled field service management to be the dynamic and growing technology market it is today. To us, our solution expands the value proposition beyond field service management to customer service management. And because we built it natively in the cloud, it¹s relevant and accessible for businesses of all sizes, industries and geographies, from an energy efficiency auditor in Atlanta to a multinational telecommunications provider based in Spain. We believe it is this convergence of a compelling value proposition directly aligned with businesses¹ goals, and the widespread availability of enterprise technology, that has made field service management solutions more valuable and accessible now than ever for organizations worldwide.

“We are proud to have been named a Leader in the Gartner Magic Quadrant for Field Service Management, 2013, for what we believe is the invention, innovation and execution that we have brought to this market over the course of the past decade, driving it to where it is today,” said Brisker.

TOA Technologies is focused on delivering mobile workforce and field service management solutions that enable organizations to get the right mobile employee to the right place, on-time, every time, and better communicate and connect with customers throughout the process. TOA’s solutions are used to manage more than 100 million appointments annually across four continents, in industries such as retail and broadband, utilities and equipment maintenance and repair.

From 2011 to 2012, TOA Technologies grew revenues by more than 50 percent and increased its number of new customers by 100 percent, year over year. Specific accomplishments have led to this growth, including:

• Launching a new field service management solution for companies in the mid-market: ETAdirect Professional

• Executing on delivering ETAdirect Professional to mid-sized companies around the world, including Com Hem, a cable provider in Sweden, and GoodCents, an energy efficiency auditor in the United States

• Evolving its field service management application for Salesforce users, ETAworkforce

• Building its stronghold in Latin America, adding customers across nine countries in the region

• Continuing to partner with large enterprises on wide-scale field service management projects, including the global telecommunications provider Telefónica, which operates in 24 countries across two continents

• Adding to its global partner channel, increasing its partner-sourced pipeline by 75 percent

To download a complimentary copy of the Gartner Magic Quadrant for Field Service Management, 2013, visit

About the Magic Quadrant

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About TOA Technologies and ETAdirect

TOA Technologies is a leading provider of cloud-based field service and mobile workforce management software solutions. ETAdirect, TOA’s complete field service management application suite, holistically manages the entire service delivery process from start to finish: from the moment an appointment or service is requested, through planning, routing and scheduling, to real-time customer communications and field management. ETAdirect measures everything that happens in the field, from travel times to appointment length, and creates unique performance pattern profiles for each and every person in the field. TOA’s patented statistical analysis engine then uses these personalized profiles to predict when things will happen and how long they will take. With the most accurate schedules and ETAdirect’s browser-based and device-agnostic field service mobile app, mobile employees are empowered to get the job done right, on-time and the first time. ETAdirect is quickly deployed, highly configurable and easily integrated with existing CRM, ERP and other systems.

Across four continents, TOA Technologies and its ETAdirect solution suite manage diverse mobile workforces in the satellite/cable/broadband, telecom, utilities, insurance, home services and retail industries, helping them achieve their goals of reducing operational costs while dramatically enhancing the customer experience. TOA Technologies is headquartered in the United States and has offices throughout Europe, Latin America, Australia and New Zealand.

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