The Aging Workforce: Planning for the Decrease in Skilled Workforces
Changes in availability and composition of skilled workforces over the next decade will require companies to enhance their service strategy plan and take into account the gap between the demand for service and their availability to provide it. Recent studies and surveys regarding aging workforce issues show that though companies are aware of the significant impact that the aging workforce will have on their daily operation and performance, very few have taken action. In order to address the inevitable change in the workforce structure, a set of short and long term activities need to be taken. Listen to this webinar and learn about action plans designed to help operational managers better prepare for this future challenge.
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Leveraging Field Resource Optimization Technology to Address the Competitive and Financial Pressures on Insurance P&C lines
Long considered one of the most stable industries, the insurance sector is facing major changes to the competitive landscape. It begins with deregulation, which opens up the field to new entrants while creating new business opportunities for insurers. Then there is the Internet, which is driving many insurers to reappraise traditional agent-based networks. These changes are taking place at a time when the industry is also facing enormous financial pressures.
Insurance companies are waking up to the fact that to survive and prosper they must reinvent themselves by streamlining or transforming existing processes. Listen to this session and discover how insurance companies are starting to leverage optimization technology to achieve improved service levels, actuary ratios and a reduction in their operational expenses.
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Deploying a Workforce Optimization and Scheduling Solution to Drive Efficiencies, Manage Assets and Improve Customer Responsiveness
From a workforce perspective, few industries are as complex as electric utilities. This century-old system is experiencing a period of transition unlike any that has been seen before. Improving the reliability of the system, while meeting the requirements for growth, all in an environment of enormous structural and technical change, is a great challenge for the future. Listen to this webinar and learn more about ClickSoftware’s new solution to provide electric utilities with the means to optimize their workforces, streamline operations and increase revenues.
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Part Three: Service Proficiency Through Attitude and Behavioral Change
This webinar explores the psychological effects of change management initiatives, and it is a serious consideration for all organizations embarking on the service proficiency journey. Failure to manage change effectively is a major source of stress. Our guest speaker for this session is Dr. James Briscoe, one of the UK’s leading psychiatrists. Dr. Briscoe has a wealth of knowledge, both practical and theoretical, in managing stress in the workplace and will share with us his observations and practical advice on how to get people to positively embrace change.
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Part Two: Enabling Service Proficiency Through Technology
The first in our trilogy of service proficiency webinars explained the challenges with using productivity as a single measurement of success and, instead, we argued that a broader approach is essential.
This second webinar now expands the service proficiency concept and looks at the contribution that technology can make with increasing an organization's degree of service proficiency and the drive to maximize engineer productivity. Technology is an enabler to both success and failure and this thought-provoking webinar examines both aspects — investment in the wrong technology or implementing technology incorrectly can have negative effects on overall service proficiency.
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Productivity - A One Dimensional Approach to Service Proficiency
Service improvement initiatives are commonplace. So are the criteria and the associated measurements that aim to prove their success. But so are mistakes. Consider the service executive who solely measures the success of their service optimisation project by increasing the jobs-per-day productivity of his engineers. Engineer productivity is just one dimension that exists within the complex service-delivery conundrum and such a biased productivity focus is potentially damaging to an organisation’s overall level of Service Proficiency. Increased productivity is a good sign however it must not come at the expense of operational efficiencies.
Presented in conjunction with Cranfield University School of Management, England, listen to ClickSoftware’s overview of Service Proficiency and understand the hidden consequences of such a one-dimensional approach.
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Optimizing Work and Asset Management Resources
ClickSoftware, the leading provider of mobile workforce and service optimization solutions, and MRO Software, an IBM Company and the leading provider of asset and service management solutions, have joined forces to offer clients complete work and asset management capabilities.
This webinar will focus on how the IBM Maximo Asset Management solution and ClickSoftware's ServiceOptimization Suite work together to seamlessly manage the mobile workforce as well as assets that need maintenance. Maximo, which is widely used by asset intensive organizations, provides efficient work control and supply chain management.
Presenters will explore how linking asset information to intelligent decision-making enables dynamic optimization of resources in the field; thus, ensuring reliable and responsive work completion for corrective and preventative maintenance, while maximizing utilization. Speakers will reveal how integration between Maximo and the ServiceOptimization Suite delivers the following: reliable customer demand forecasting; strategic and tactical capacity planning; optimization monitoring; daily service scheduling; mobile workforce management; and service business analytics.
Learn how this joint solution helps customers maximize workforce productivity and customer satisfaction while controlling, and then minimizing, operational costs.
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The Inconvenient Truth About Crew Management
Addressing the complexities of crew management is no easy task. From crew creation and allocation to shuffling resources between crews and identifying the skill sets of individual crew members, daily management of a workforce stands as an insurmountable challenge...until now. ClickSoftware's Mobile Workforce Management Solution overcomes this challenge by optimizing service decisions, resulting in increased productivity for managing and executing long cycle work.
View this webinar to learn how ClickSoftware's Mobile Workforce Management Solution meets the challenges of crew scheduling.
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Proactive Management of a Reactive Business - Changing the Service Operations Dynamic
This session will focus on the methods and principles for improving efficiency and effectiveness of your field service operations. We will discuss the importance and benefits of moving the service operations from reactive mode into proactive mode.
Service is often a reactive industry. Calls come into a call center and service professionals react to these calls by scheduling service engineers to address the problems. Too often, however, service companies focus only on reacting to customer demands, neglecting the important proactive steps that enable truly effective scheduling. Without reliable forecasting, capacity issues can spring up, leading to excessive overtime or idle time once jobs are scheduled.
Attendees to this webinar will learn how to:
- Analyze their companies' service operations
- Identify areas for improvement in service planning and forecasting
- Learn to shift from a reactive to proactive mentality
The webinar is targeting tactical and operational service managers within your companies.
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The Key to Efficiency in Utilities Webinar
Join Senior Business Analyst Mike Karlskind to find out how service optimization technology can help utilities become more operationally efficient, while at the same time, offering better service to their customers. Simon White, Business Readiness Manager, Anglian Water Services, will also be presenting a case study on how Anglian Water is optimizing their service organization.
To listen to the recording of this exciting webinar, please click here.
ClickSoftware for Water Utilities Partner Webinar
ClickSoftware's packaged offering for water utilities draws on our depth of experience in serving water utility customers around the world. The result is an out-of-the-box solution, preconfigured with industry best practices, designed to minimize the time, cost and risk associated with optimization technology implementations.
Offering fully automated optimization, ClickSoftware for Water Utilities helps service managers ensure all scheduling decisions are consistent with service policy while minimizing the need for human intervention.
In building the optimized schedule, this packaged solution takes into account technician location and skill set, customer location and service level agreement, equipment needed, time to complete the job, and a host of other considerations-all of which impact how optimal the ultimate schedule is. The optimization is further enhanced by the incorporation of street-level routing, which facilitates minimized travel time and cost.
What This Means to Our Partners
- Ability to generate new consulting revenue to mid-market customers
- Align the service operation with established industry best practices
- Key differentiator from our competition (no other competitor in this space has such an offering)
- Reduce risk associated with implementation -
- Reduced time to implement - always customer to be up and running quicker thus realizing ROI faster
- Reduced cost to implement
- Reduce complexity of the implementation
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Location-Based Services Webinar
As part of our continuing effort to increase market reach penetration into new and existing markets, we are proud to announce our Location-based services (LBS) solution, the latest feature add-on to Version 7.5 of the ServiceOptimization Suite. LBS is designed to capture the location information of a field service engineer and/or his or her vehicle and integrate it with ClickSchedule for use in optimized scheduling. LBS then enables service organizations to improve their service operations by allowing them to make decisions and take actions based on location information including, near real-time engineer locations. In effect, LBS enables service managers to "see" the current location of the entire mobile workforce at one time.
ClickSoftware's first-class LBS solution can receive location information from GPS, cell-tower ID, cellular triangulation, assisted GPS and others and integrates to ClickSchedule via Web Services. In addition to location information, LBS provides information on an engineer's travel direction, current speed and whether or not the engineer is currently moving. Information also includes a time stamp to establish when the information was processed. LBS also captures information on engineers' actual daily routes and provides after-the-fact analysis capabilities to compare planned versus actual routes to provide customer service representatives more complete information when addressing customer issues.
Download our complimentary educational webinar on LBS.
The webinar highlights:
- What Location-Based Services are and how they work
- How LBS can improve efficiencies and effectiveness of a service organization
- How LBS and optimizing scheduling can positively impact the bottom line of a service organization
Effective Shift Planning - An Introduction to ClickRoster Webinar
ClickRoster is designed to help service organizations optimally staff shifts of workers while taking into account demand coverage, employee working preferences, skill mix, capacity, cost, compliance with applicable state and industry rules and regulations, and the need to balance undesirable shifts - i.e. weekends, holidays, etc. - among appropriate employees.
Essential to creating the roster are the high level business goals of the organization, which is the crux around which ClickRoster's optimization functions. Whether the strategic goal is to maximize demand coverage by certain job types, minimize cost, or some combination of the two, ClickRoster builds its rosters around these goals and the appropriate weighting of each.
Interested in learning more? Listen to a recent webinar on the benefits of optimized shift planning.
Click here to view the ClickRoster brochure.
Utilizing Wireless Applications in the Utility Industry Webinar
ClickSoftware and presented in partnership with CTIA's WIC with Mobile Enterprise Magazine.
You are invited to attend as Analyst Glen Allmendinger, President of Harbor Research, Inc., presents an overview of the current use of wireless technologies in utilities, and future growth expectations. There will be a Utility case study of a wireless installation, selected by ClickSoftware. Mobile Enterprise Magazine Editor in Chief, Eric Zeman will moderate this in-depth Webinar entitled: "Wireless Enterprise Solutions: UTILITIES"
Learn how Wireless Applications can improve your Utilities' O&M:
- Speed up resolution time with Real Time monitoring
- Decrease O&M with less wasted technician and fleet time
- Reduce G&A with wireless efficiencies
- Reduce safety risks of workers with wireless sensors
- Improve customer satisfaction with shorter lead times
Click here to download this webinar.