As recently as 2002 Eastman Technologies was using a white board and a daily meeting to give assignments to their engineers and track their schedules and completed jobs.

By the time the engineers fought the morning rush hour traffic of Los Angeles, arrived at the office, obtained their customary doughnuts and coffee, greeted one another, and then got down to business, it would be 8:30 or 9:00 am. Then they had to attend a meeting for discussion and assignments of who was going where and when. Another hour was gone before they even got back on the road, headed for the customers’ sites.

“Watching all those overhead dollars go out the window was driving me crazy,” recalls Carol Spowart, President.

Eastman Technologies transformed the way the onsite engineers operate. Eastman Technologies customers log directly into the help desk ticketing system, answer a few quick questions, and give any other pertinent information. This generates a trouble ticket and initiates the assignment.

The job is assigned to an engineer and shows up on his personalized DashBoard® (on his computer) or BlackBerry® email system within minutes of the customer’s asking for help. The next morning (or even later that day) he drives straight to the customer’s jobsite. As soon as he completes the work for the customer, he can print off a ticket and request the client to sign off or he can collect the service fee on the spot.

From there, he reports the job complete and proceeds to the next job assignment. Meanwhile, the dispatcher can keep track of where each engineer has been and is presently and when each job is completed. All scheduling is done in advance. Carol reports that “having Cynergy Help Desk has saved the cost of an extra engineer. The cost of that labor, vehicle, maintenance, and overhead represents at least $100,000 per year.”

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