Contact Center Solutions Featured Article

Workforce Management For The Roving Workforce

October 24, 2007

You know how hard it is to manage a call center full of agents. You go home each day, flop onto the sofa and wish you'd taken up something easier and less nerve-wracking: defusing bombs, for example, or wartime air traffic control.
Now imagine trying to keep track of, and manage, a workforce that spends nearly 100 percent of its time on the road. For companies that offer services, such as cable, telephone or deliveries, this is daily life.
ServiceBench, a provider of Web-based service management solutions, and ClickSoftware Technologies Ltd., a provider of mobile workforce management and service optimization solutions, today launched a comprehensive, low-cost field service management solution that combines ServiceBench’s Warranty solution with ClickSoftware’s ServiceOptimization suite.

Service organizations, manufacturers, warranty and parts providers face an increasingly demanding landscape when it comes to meeting or exceeding customer expectations. While discrete solutions exist to service the needs of each individual link in the service chain, no single vendor has managed to combine all capabilities. The result is often excessive cost, disjointed business processes and ultimately poor customer service. The solution being launched today was created to provide a comprehensive cross-industry capability. The combination of both capabilities can help drive cost out of the service operation, resulting in more effective and efficient solutions for the end customer.
“This alliance will help ServiceBench customers optimize the management of their field service network, increasing the speed and efficiency of service call response,” said Michael Dering, President and CEO of ServiceBench. “We are very pleased to partner with a market leader like ClickSoftware on this initiative, which will enable our customers to improve profitability, increase customer satisfaction and achieve service excellence.”  
This solution includes the following components:
Optimized Scheduling and Street Level Routing: ClickSoftware for Installation, Maintenance and Repair Services is the first stand-alone, world-class service optimization solution tailored specifically for mid-sized organizations. The solution provides optimized scheduling and real-time mobile communications that can be rapidly deployed with minimal implementation effort; managing the lifecycle of the service call from creation through to dynamic scheduling and real-time reporting.  
Warranty Management: The ServiceBench Warranty solution manages comprehensive services to fulfill manufacturer product warranty. Facilities range from scheduling service calls, dispatching technicians and ordering replacement parts to surveying customer satisfaction. ServiceBench’s online administration of warranty registrations, claims processing and payments reduces turnaround time and the analytics component provide end-to-end visibility into the entire process.
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Tracey Schelmetic is editorial director for CUSTOMER INTER@CTION Solutions. For more articles please visit Tracey Schelmetic’s columnist page.