Workforce Management for Computer & Office Equipment

When it comes to computer and office equipment, your reputation is not only based on the performance and uptime of your products but also on how quickly and efficiently you can resolve problems – that is, how good is your after-sales service?

If a computer system goes down or a photocopier isn’t functioning correctly then business operations stop, resulting in lost productivity and missed revenues for your customers. And while your products’ features and functions are important, customers are increasingly making their purchasing decisions based on the after-sales experience. Your equipment is business-critical and demands quick response times and fix performance. If your service is not top notch, penalty clauses may be invoked for missed SLAs, costing you money, and more importantly your reputation.

So you need to deliver great service, but at what cost? Recruiting more people could prove costly and inefficient, especially if they end up sitting idle waiting for the next service call to appear. You need to give your customers a fast service, but you also need to worry about resource efficiency and staying within budget. So where’s the balance?

Exceptional after-sales service helps you:

• Maintain your reputation in the market
• Improve customer satisfaction leading to a higher percentage of future contract renewals for your services
• Gives you a credible advantage over your competitors

By using ClickSoftware’s Service Optimization solutions that are tailored to your precise requirements, service delivery to your customers is as proficient as possible, providing your customers with an industry-leading service experience. The solution: optimized scheduling, resource capacity planning, and state-of-the-art mobility.