Atlanta-based Servigistics says that its Workforce Management solution, which works in concert with the company's service parts planning and pricing solutions, includes the following features:
Service Planner: Applies Servigistics's service planning and forecasting technology and domain expertise to forecast work orders and technicians, and provide recommendations for hiring and training plans. Workforce forecasting and planning can also be shared collaboratively with service delivery partners.
Service Command Center: Provides global, real-time, closed-loop visibility into the status of all service calls and exceptions and manages customer commitments with technician and service part availability, options and status.
Exception-Driven Workflow: Coordinates actions of dispatchers, technicians, field managers, third-party logistics providers and outsourced partners and customers, and issues alerts to key stakeholders based on policy and security thresholds defined by the user.
Integration Gateway: Supports integration and data normalization from multiple source business systems and provides a comprehensive, flexible and open bi-directional interface for data transfer.
Delivery Options: Servigistics Workforce Management can be implemented behind a company's firewall or as an on-demand solution.
Commenting on the solution, Mark Vigoroso, vice president of Service Chain Management Research at the Aberdeen Group, says: "More leading companies are recognizing the benefits of aligning their service parts and service technician planning and forecasting to achieve higher first-call resolution rates, SLA compliance rates and serviceable asset uptime and availability."
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