Service Chain Optimization

Service chain optimization is all about putting the right people in the right places at the right times to deliver great service to your customers while keeping costs down.

The service chain contains several links that must be considered and optimally managed.

Planning

• Demand Forecasting Software. How busy will my service business be next month, quarter, or years ahead? What marketing or business initiatives are likely to produce more (or less) demand?
• Workforce Planning. If I have a forecast workload for the future, then how many people do I need, with what skills, and where? Do I need more people, less people, or to consider using subcontractors to meet this demand?
• Shift Scheduling. I now know how many people I need, but what shift patterns and working hours should I use to provide coverage to my customers?

Executing

• Work Order Management. Start the service delivery process by efficiently managing work orders, parts, customers, entitlement, locations, and unlimited other definable business objects and parameters.
• Optimized Service Scheduling Software - Who, does What, With what, When, Where, and for Whom?
• Customer Interaction Management. Let your customers define and control their own service experience including web self-service appointment booking, appointment reminders and notifications of the expected arrival time of the engineer.
• Mobile Workforce Management. Communicating the schedule and job details to the resources, receiving updates, notifying of customer cancellations, and managing all in-day changes.
• Location Based Services. Knowing the exact location of the resources using Global Positioning systems in case resources need to divert to an emergency job.

Reviewing

• Business Intelligence. How did we do? Did we meet the goals of our service policy? Where can we improve? Who are our best and worst performers and why?

The ServiceOptimization Suite provides an integrated, intelligent workforce management software solution for automatic, efficient and effective decisions over the entire service decision making chain.