New Jersey Transit Deploys Saaspoint Mobile Field Scheduler

New Jersey Transit, a state wide public transportation system, has implemented Saaspoint mobile field scheduler (MFS) to manage and deploy technical support teams.

 

NJ Transit provides nearly 865,000 weekday trips on 240 bus routes, three light rail lines and 11 commuter rail lines. It is stated to be the third largest transit system in the country with 164 rail stations, 60 light rail stations and more than 18,000 bus stops linking major points in New Jersey, New York and Philadelphia.

 

In 2005, the agency implemented an on-demand customer relationship management (CRM) solution from salesforce.com to track customer feedback in an automated manner.

 

However, the firm soon realized that applying the automation process to managing investigators in the field presented a major challenge, according to Tim Wierzbicki, NJ manager of customer service performance analysis and support at NJ Transit.

 

Wierzbicki said that he turned to AppExchange, a one-stop marketplace for on-demand business applications. The AppExchange makes it easy to find, sample and select from hundreds of applications for business, all pre-integrated with salesforce.com.

 

He said that on AppExchange he came across Saaspoint's MFS application. Saaspoint is a provider of salesforce.com consultancy and has also developed a number of products on the AppExchange.

 

“Installing Saaspoint MFS combined with other process changes has cut the request time for investigation from an average of 26 days to six,” said Wierzbicki. “We have in effect automated what was previously a laborious and time consuming process.”

 

With Saaspoint MFS for AppExchange, field service organizations can manage and deploy technical support teams on the road. According to Wierzbicki, it enables users to graphically view the location of the field staff, plan itineraries, or re-schedule them using salesforce.com Mobile and Google (News - Alert) Maps technology.

 

Andy Clark, head of applications development group at Saaspoint, said MFS is designed to replace 'management by Post-It Notes and Excel spreadsheets and bring the process into line with 21st century on-demand technology made possible by salesforce.com's AppExchange.

 

“Saaspoint Mobile Field Scheduler is a great productivity tool,” added Wierzbicki.

 

 Earlier in May, Saaspoint signed a global partnership agreement with Cast Iron Systems, the SaaS (News - Alert) integration solution provider. As per the agreement, Saaspoint is using Cast Iron’s integration solution to deliver salesforce.com integration projects in Europe.