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Any breakdown in the customer management process between these organizations can result in lost time, missed opportunities, and dissatisfied customers. This is why your customer management platform must communicate and assign customer orders to your workforce organization in real-time, to enable direct and immediate communication with your technicians, to provide the essential tools for dispatchers to efficiently manage manual work, and to continuously feed order information back to the customer service organization.
ICSS simplifies the process of scheduling and managing both your workforce and work orders. Work Management and Customer Care are directly interfaced, receiving and sending real-time updates of work order additions and changes. To manage the workforce, technician profiles allow a user—whether a customer service representative or centralized dispatcher—to dynamically assign work based on availability, skill sets, and dispatch areas, and efficiently manage and change routing assignments. And, by utilizing the order management capability, you can update job status and customer accounts in real time and ensure that tasks are performed based on dependencies and priorities.
Choose a work management option:
- Workforce Management
- Work Order Management
Workforce Management
Your ability to provide the best service to your customers depends on having the right tools to effectively manage your resources and their skill sets. Assigning appropriately-skilled technicians to jobs decreases the turnaround time between service request and delivery, increases customer satisfaction, and optimizes the use of your workforce organization.
The Workforce Management component uses your business information to automatically route technicians, which reduces manual routing and scheduling time. This frees your staff to focus on the details of daily workforce activities.
Features include:
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Flexible assignment of multiple dispatch areas in priority order |
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Override dispatch areas, allowing technicians to service rural or remote areas for set periods of time |
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Ability to manage groups of technicians or contractors |
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Schedule templates to assign daily availability to one or many technicians |
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Reporting on key technician information, such as schedules and job assignments |
Work Order Management
Your customer response time improves as technicians access real-time data using a variety of methods, allowing them to quickly respond to service calls or “must-do” installations. Each job assignment comes with vital information, such as driving instructions, wiring information, and equipment needs. Jobs can be dynamically assigned and reassigned when adjustments to technicians’ schedules are required.
Features include:
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Extensive search and filter options, enabling targeted views of work orders and jobs |
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Graphical and tabular views of work orders, jobs, and tasks |
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Reporting on key work order information, such as open orders and unassigned work |
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Immediate access to customer and service location information relevant to the work order and job |
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Alert mechanism to communicate critical job information to technicians |
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Color-coded job statuses for jeopardy management |
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Outage detection management |
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Real-time updates between field technicians and dispatch via PDA or the Internet |
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Automatic tracking of job and task history |
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Our Customers...
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Customer Care
