Servigistics Workforce Management includes the following key features:

• Service Planner: Applies Servigistics’ proven 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.

“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,” said Mark Vigoroso, Vice President of Service Chain Management Research at the Aberdeen Group.

Specifically designed to provide a commitment-centric, closed-loop strategic service management solution across technicians and service parts, Servigistics Workforce Management combines proven service planning methodologies, configurable metrics and alerting business logic, and a flexible, scaleable and open architecture on a single data model to offer the most powerful solution for today’s complex service operations. Servigistics Workforce Management clients typically recognize improvements in first-pass fix rates as well as improved planning, visibility and service level agreement (SLA) compliance.

“Service is becoming increasingly strategic for leading companies around the world,” said Eric Hinkle, Servigistics CEO. “As a result, companies are seeking strategic applications to integrate the resource planning, commitment management, and pricing management aspects of service parts and field service operations, in order to provide the level of control and visibility required to deliver profitable, world-class service.”

A recent Aberdeen Group benchmark study titled, “The Convergence of People and Parts in the Service Chain,” explores the benefits of aligning service labor and inventory management. A complimentary copy of the study is available from Servigistics at http://www.servigistics.com/whitepaper13.htm