Wanting to meet the specific needs of communications providers, Quintrex Data Systems Corp. has announced the release of its new Workforce Management System.
The system offers a seamless flow of information among CSRs, dispatchers, outside technicians, accounting staff and managers, according to the company. The application lets you schedule and monitor the completion of service orders, work orders and trouble tickets from one location.
With multiple product levels, you have the option to use the system as a standalone application or you can integrate it with either the Quintrex system or your existing billing/OSS vendor. The seamless interface also has the ability to connect with your inventory, timecard, CPR and mapping systems. Information received from technicians in the field automatically updates those areas affected for greater accuracy and efficiency.
Customized to meet unique scheduling requirements, the Workforce Management System can be modified to handle future changes in company policy. Taking things like customer commitment dates and times, job location, travel time and skill requirements into consideration when building a schedule, technicians can be utilized to their fullest capacity, said Quintrex. Plus, the calendar optimization feature automatically reorganizes the schedule to find “free” time to better accommodate customer emergencies.
Advanced technological features also help you stay connected with those in the field. In addition to the option of retrieving a message from any WAP-enabled cell phone, technicians can maintain complete connectivity through formatted documents on their laptops or Windows Mobile PDAs.
“The Quintrex Workforce Management System allows companies to improve their operations for greater time and cost savings,” said Leland Smithson, president of Quintrex. “Companies employing workforce management systems have not only improved services and streamlined processes, but have seen the positive impact it has had on their organization.”
According to Aberdeen Research, firms enjoying best-in-class performance are almost twice as likely to be using a mobile field service solution.
In May of 2007, Aberdeen’s Strategic Service Management report showed that 21 percent of service management organizations ranked service-related costs of primary importance. Today, it is the primary concern of 60 percent of service organization managers. Customer demand for faster service-call resolution ranked second.
