June 2012
 
 

Happy Independence Day From Endeavor!

Despite the brutal swelter in the hot Atlanta summer, Endeavor TAC is bustling with activity as this time of year marks the start of our busy season. This year, Endeavor enters the busy months 100% prepared, thanks in large part to a series of operational enhancements that have been implemented and aimed at increasing efficiency for staff, customers, and Field Engineers. Read more about these initiatives in this month's Spotlight article!

Also, here's a reminder regarding Endeavor's fifth annual Trick Our Truck contest, which requires participants to use Endeavor's trademark squishy van and spruce it up in creative, fun, and aesthetically pleasing ways. If you haven't registered yet, there is still time! Registration closes at 11:59pm EDT TOMORROW, so hurry and be sure you don't miss it! If you have registered, be sure to send in your entries no later than 11:59pm EDT on Monday July 16, 2012 in order to be considered for the contest. A complete copy of the official rules and guidelines is available at Endeavor's website. We're super excited to see what you come up with this year!

We'll see you next month!

Your Team at Endeavor
editor@endeavortelecom.com


Spotlight

As Endeavor staffers and Field Engineers will attest, the summer months comprise our super busy season, and 2012 will certainly prove to be no exception. A plethora of high-profile, large scale projects, which were quoted to customers in late 2011, are on the cusp of entering production. Due to the size and complexity of those opportunities - which are just now entering the contract phase with the end-user - the busy season is starting slightly later than normal this year. Many of these engagements are focused on deployments for systems integrators, some of which involve delivering technically demanding solutions that utilize multiple internal resources and Field Engineers per site for several days.

However, the Endeavor team is ready for the busy days ahead. In fact, Endeavor has never been more prepared for the busy season than it is in 2012. In the past, Endeavor has typically entered this time of year understaffed, opting to increase headcount as demand required. This year is a different story, as it is the first time in the history of the company that has advance hired a full staff for the demand heading into summer in anticipation of the substantial funnel of business that is on the verge of opening up like a floodgate. The executive team has already rolled up their sleeves and become immersed in the preparation for the busy months, working alongside management and staff to design the systems and processes needed to implement the challenging deployments ahead.

Staff headcount is not the only way in which Endeavor has increased efficiency to prepare for the busy season. Earlier this year, the company made series of significant investments to upgrade its enterprise-wide technology infrastructure, designed to support the increasingly intricate needs of Endeavor's diverse customer base. 100% of business-critical servers were upgraded to support essential applications with industry best practices for system performance, redundancy, and scalability. The new infrastructure was selected to support an increase of business transaction volume of 300%, and has yielded tangible benefits in operational productivity.

In addition to the IT hardware upgrades, Endeavor also implemented an enhanced telephony solution. The phone system has been upgraded with a state of the art distributed IP system, enabling the team to support our high volume contact centers, needs for multi-mode communication internally and with customers, and unparalleled reliability and redundancy. This telephony solution has allowed for significant enhancements with regard to integration with ESP for smoother work flow, intelligent call routing for improving customer and FE interactions with the TAC, and exceptional ease of use. In fact, the advanced call routing and automation capabilities of the new systems have virtually eliminated the hold times Endeavor Field Engineers have experienced in the past when calling TAC for log-on, technical support, and dispatch closure.

Additional enhancements have also been made to Endeavor's job costing system, which has provided increased efficiency in bidding on prospective customer projects, tracking and reconciling internal TAC expenses, and freeing up time for Endeavor Ops Engineers to focus more on tackling the increasingly complex deployments requested by customers. These new systems will not only further optimize the work performed for customers in the field, but also ensure favorable profit margin for investors. Likewise, the Project Management Office has undergone similar efficiency enhancements. They are keenly focused on achieving goals which are core to Endeavor's success and that of its customers and investors: SLA and commitment compliance, timely and efficient collections, and customer satisfaction.

Stay tuned for additional efficiency-related initiatives which are currently in the works, the most significant of which is the forthcoming Mobile ESP (Endeavor Service Portal). This new system, which will begin beta testing during Q3 of this year, will heavily leverage automation for Endeavor Field Engineers by allowing them to provide important details regarding field service dispatches without having to call Endeavor TAC. Not only will Mobile ESP improve the experience of Endeavor FEs in the field, but also allow for more timely updates to customers from the field and reduced onsite time.

As you can see, Endeavor has put in a significant amount of effort and resources in preparing for the summer. This will make a world of difference in ensuring top notch project execution for customers, a streamlined experience for field engineers, and optimal margins for investors.


Events

5th Annual Trick Our Truck Registration Closes TOMORROW (Friday June 29th)!
May 31-June 29, 2012
Click here to enter!

Channel Partners Conference & Expo
September 12-14, 2012
The Peabody Orlando; Orlando, FL; Booth 607
Click here to register for the show!

 


Table of Contents

Staff Member of the Month

Field Engineer of the Month

Company Spotlight

Upcoming Events


Staffer of the Month

Staffer

Megan from Atlanta

Megan, a member of Endeavor's Service Delivery Team, has been chosen as Staffer of the Month for June. Megan has a high sense of urgency, takes pride in her work, and ensures that deadlines are met. She is often tasked with complex investigations and preparation calls to Field Engineers yet still has a high closure volume and impressive accuracy. Megan is originally from Marietta, Georgia, and has a Bachelor's of Science degree in Economics from Georgia Tech. In her spare time, Megan enjoys painting, spending time with friends, trivia, and keeping her three cats out of trouble.



FE of the Month

FE

Larry from Birmingham

Larry has been an Endeavor Field Engineer for more than eight years in the Birmingham, Alabama area. He is always willing to go above and beyond to ensure the customer is satisfied, including special attention for high profile and new customer dispatches. His experience is evident in his technical expertise and he consistently drives sites to completion. Larry is originally from Tennessee. When he is not busy completing dispatches for Endeavor, Larry enjoys spending time with his three grown children, playing cards, and watching NASCAR races.

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