Contractor Management with Field Service SoftwareOutsourcing is not a new concept for many service organizations. However, managing directly employed workers and contractors can prove to be a difficult balancing act, but also very effective in terms of cost and field service delivery. The main business drivers for hiring contractors/external resources are mainly to: - fill in required skills or tools (for example in Utilities – construction work, or specific project)
- work in specific geography/territory where there is no internal workforce presence
- manage more demand without increasing the internal workforce
- manage peak in demand - very common in cable/TV satellite companies, in which there is high seasonality
- improve SLAs - the ability to handle the same demand with more resources will enable the service organization to shorten and improve service levels
The interaction between the service organization and the contractor may be managed either per headcount (individual resources) or per capacity (person hours). Whichever the choice, the proper contractor management software solution provides: - coordination and synchronization (integrated solution)
- required visibility for each party
- reduced operations costs due to better visibility of control
- customer satisfaction due to improved service level
ClickSoftware addresses the many challenges of contractor management in the following ways:
- ClickSchedule Web client - which improves visibility
- ClickIMRS solution for mid-sized contractors – which provides visibility, optimization and enhanced mobile capabilities
- Service Tycoon for small contractors (up to 50 resources and 250 jobs per day) – which provides visibility, customer management, billing, scheduling and mobile access
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