SOURCE: PivotLink

PivotLink - the SaaS BI Leader


October 20, 2009 08:30 ET

TOA Technologies and PivotLink Partner to Provide Mobile Workforce Intelligence and Enhanced Insight Into the Customer Experience

SaaS Leaders Combine Mobile Workforce Management With Business Intelligence

SAN FRANCISCO, CA and CLEVELAND, OH--(Marketwire - October 20, 2009) - PivotLink, the leading provider of business intelligence (BI) solutions delivered via Software as a Service (SaaS), and TOA Technologies, the leader in SaaS solutions for mobile workforce management, today announced a partnership to enhance visibility and provide deeper insight into a company's mobile workforce operations. The integrated TOA and PivotLink solution leverages TOA's deep operational information about the mobile workforce and its interaction with a service company's customers to deliver unique insight for management decision support.

Under the partnership, TOA Technologies will resell PivotLink's SaaS BI solutions with TOA's award-winning ETAdirect, an on-demand solution that plans, routes and manages the mobile workforce of some of the world's largest service providers in the cable, broadband, telecom, and other service and delivery industries. ETAdirect regularly improves workforce efficiency for TOA's clients by more than 35 percent and saves companies an average of $10,000 in operating expenses per mobile employee annually.

TOA helps service providers shorten customer wait times using sophisticated algorithms that analyze events and the efficiency of individual employees in the field to accurately predict job durations and appointment times and ensure on-time arrival. The system can reduce the customer wait time to a one-hour window with 96 percent accuracy versus the current industry average of four hours. TOA's unique customer-focused solution automates communications with the customer waiting for the appointment, providing status updates on expected times of arrival and any changes in the appointment schedule. TOA cuts customer calls to the call-center asking 'where's my tech' by more than 25 percent.

"Our research shows that in the quest to balance market pressures demanding improved productivity and profitability in the face of more stringent customer needs, Best-in-Class companies are not only looking to equip their field workers with mobile tools, but also to develop real-time insight into the performance of their service organizations," states Sumair Dutta, senior research analyst at the Aberdeen Group. "As such, these leading firms are nearly 45% more likely than Laggards to integrate service performance information with analytical tools, as enabled by the integrated TOA and PivotLink solution, so as to provide on-demand access to information across the organization."

Averaging more than 1,300,000 ad hoc reports per month, PivotLink's on-demand reporting and analytics solution offers more than 15,000 business users the power, flexibility and simplicity to make profitable decisions in less time at a dramatically lower cost. PivotLink solutions like the PivotLink Gadget for Google make it easy for users to add data from TOA's mobile workforce management system and combine it with other cloud sources, such as market data, customer account histories, traffic reports and weather forecasts. Clients can then publish and share secure, collaborative reports and dashboards across the company and with partners and customers.

"Our clients believe in our solutions because we've developed and leveraged the most cutting edge technology to optimize the performance of their mobile workforce," said Dr. Assaf Morag, vice president of business development at TOA Technologies. "In order to optimize field employee's routes by accurately predicting job duration and appointment times, our solution handles a vast amount of data about mobile workforce activities. Through this partnership with PivotLink, TOA can now offer integrated reporting that provides deeper insight into key performance data, allowing our clients to make better and informed operational and customer care decisions. This is the definition of true mobile workforce intelligence."

"In the service industry, distancing yourself from competitors requires outstanding customer satisfaction and retention through deep analysis of performance patterns. Understanding trending in on-time arrivals, high job completion rates, optimum staffing levels and profitable schedules is central to providing excellent customer service," said Lorna Bender, vice president of channels and alliances at PivotLink. "Instead of spending millions of dollars on logistics systems that limit reporting to just a handful of users, customers can now use PivotLink and TOA to make operational BI a reality for thousands of users at a price point all companies can afford."

Learn more about customer experience management and mobile workforce management in the TOA Technologies blog at Learn about business intelligence and business analytics using a SaaS and cloud computing model in free white papers and webinars at

About TOA Technologies:

The leader in Software as a Service (SaaS) solutions focused on managing mobile workforces, TOA Technologies, for the first time, brings global enterprises a holistic approach for Customer Service Management, which enables a dramatically enhanced customer experience. With a quick time to market and web-based flexibility, TOA's ETAdirect solution provides unparalleled cost savings, an immediate return on investment and increased productivity. TOA was recently named Gartner's Most Innovative CRM Vendor of the Year, and was listed as a Visionary in Gartner's annual 2007, 2008 and 2009 Magic Quadrants for Field Service Management. The company is headquartered in Cleveland, Ohio, with offices in Amsterdam, The Netherlands. For additional information visit

About PivotLink Corporation:

PivotLink is the leader in on-demand business intelligence, serving more than 15,000 users at companies such as: REI; Novell; Party City; Phoenix Technologies; DHL; CamelBak Products; Car Toys; Guardian Home Care Holdings, Inc; Rossignol; Shaklee; Taleo and Zones. Delivered as a Software as a Service (SaaS) model, PivotLink's award-winning solutions put affordable, secure and easy-to-use analytic tools into the hands of line of business users, freeing IT to focus on strategic business initiatives. PivotLink is a privately held company backed by Trident Capital, Emergence Capital Partners and StarVest Partners. Visit

Contact Information

  • Media Contacts:

    Jolene Bonina
    Lois Paul & Partners for PivotLink
    (781) 782-5849
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    Kim Abreu
    Atomic PR for TOA Technologies
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