IRVINE, CA — In the competitive field service industry, there is constant pressure to provide improved service to customers and, at the same time, to capture new business. Because the field technicians deal directly with the customers, they are usually responsible for these activities.
In the past, Mesa Energy Systems, located here, had automated processes such as accounting, billing, work scheduling, and dispatch operations to provide greater efficiency in the office. Yet, the company still needed to improve the performance of its field technicians to increase its competitive edge. Mesa wanted to find solutions for some common problems that plague most field service companies: