If you are one of EEC’s service clients you most likely speak with our national dispatchers on a regular basis. We thought you would enjoy meeting the people behind the phones. This article is to serve as an introduction to the individuals, and the role EEC’s dispatchers play in delivering our service.
Tricia Turner has been with EEC since, February 1999, and is our regional dispatcher who handles all clients scheduling and issues from around the nation. Jennifer Cleary has been with EEC for just over a year and works with all of EEC’s data center clients in the New England region, and Kristin Tarkanian is the newest addition to the team, starting with EEC last October as a temp and is now full time. She is responsible for all our wireless sites. The teams’ major focus is ensuring all EEC’s service commitments are met on time and at the high level our clients expect. Our dispatchers are in constant contact with our field technicians ensuring they are scheduled and fully utilized. Aside from scheduling, our dispatchers handle all in-coming customer calls and issues, subcontractor administration and responding to emergencies.
In an attempt to streamline our operations and reduce the amount of paper based processes we depend upon, we have invested heavily in new technologies over the past year. We implemented a new enterprise-wide software system, Solomon, launched our technician toolkits, and introduced EEC Infrastructure Manager to the market.
The dispatch function has become more efficient as a result of the Solomon implementation because paper was replaced with technology, and a dynamic database. Solomon has enabled dispatch to electronically prioritize service calls by customer, priority, problem code, and more overall efficiencies. We also launched our technician toolkits, which are portable laptops carried by our field techs. The toolkit allows our technicians to electronically fill out and transmit service call reports, while also giving them a real-time window into our client’s site information and equipment history.
Using an internet connection, our field technicians now have the ability to automatically upload information into Solomon, eliminating the need for passing paper between the field and dispatch. EEC’s Infrastructure Manager (our web-based asset manager) sits on top of Solomon and is automatically fed this information as well, so pricing, PM, emergency, and site information can be made available to EEC’s home office and our clients within 24 hours of a site visit. All three technologies work together seamlessly resulting in improved operations and productivity, enabling us to spend more time focused on our clients and their service needs.
Over the past year Tricia, Jen, and Kristin have played an integral role in helping roll out these new technologies. They spent many hours converting our paper based information into