2007 Articles
October 10, 2007
Managing Automation: Servigistics Integrates Key Service Management Functions
Aiming for an edge in the post-sale service market, Servigistics, a purveyor of service management software, announced a new version of its Service Workforce Management product that can predict conditions and align people, parts, and schedules in real time. By integrating every aspect of service management, the service department can become a strategic part of a business, the company said.
The new version of the Servigistics product, announced today, is designed to solve the business problems inherent in the current service model, which, according to research firm AberdeenGroup, include disjointed processes, insufficient technology infrastructure, and insufficient performance metrics.
The previous Servigistics solution included service parts management, service pricing management, and workforce management. The new model adds: service workforce planning (to forecast and plan staffing needs based on historical trends); service scheduler-dispatch (to optimize and re-optimize technician schedules and service orders); service mobility (to update schedules and track the field workforce throughout the day in real time); service parts locator (to locate and deliver parts); and a service command center (to proactively monitor work order progress to eliminate service risks).