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Park Place Technologies and Fieldpoint service software – Crossing the 10 year partnership

Park Place Technologies is one of the fastest-growing technology companies in the nation with the awards to prove it. With over 330 employees, Park Place Technologies serves customers around the world for their data center hardware maintenance needs. Its 96% customer satisfaction rate stems from Park Place Technologies’ superior service delivery that includes a domestic call center to immediately escalate critical hardware issues, a team of field service and Level III engineers with OEM experience, and 110 stocking locations around the globe that house 126,000 parts to serve its customers in 70 countries.

Park Place Technologies purchased Fieldpoint’s field service management software almost 10 years ago. They started with a nominal amount of users in their contact center to manage their customer service calls. Now they have over 200 users of the software and service more than 4,400 customers across the globe, using the system for customer incident management, technical support and dispatching field service technicians.

“With the constant growth that the company has seen, we continue to focus on increasing efficiencies through better utilization of our software. We have worked to make improvements on our own, with the software’s built in tools and have also worked with Field Point’s knowledgeable consultants to expand the software’s capabilities.” – Stacy Olkkola (Contact Center Manager)

Park Place Technologies has always been dedicated to providing superior customer service. So it’s no surprise they are constantly looking at ways to improve service delivery. That includes making the most out of your existing service software tools. Recently Park Place Technologies implemented Fieldpoint’s resource scheduling and mobile access applications. They also took advantage of the products inherent software customization tools to tweak the dispatching process to match their operational and customer needs.

“We utilize the built in workflow escalation tool to help manage email notifications to the various departments, and to our customers. This helps with parts flow, notifying the engineers, requesting backline support, and various incident updates. The built in design mode interface allows us to make quick changes to the end-users forms and tables, without having to get our developers involved.” – Brian Mordue (Applications Manager)

“Our recent project reduced the number of outbound calls by 65%. That’s about 3,000 outbound calls a month that our Contact Center does not have to spend their time on. This allows us to focus even more on what’s most important, customer service.” – Stacy Olkkola (Contact Center Manager)