Workforce Management Featured Article
TOA to Discuss Optimizing Use of Field Service Management Solutions
When call centers streamline operations and cut out unnecessary overtime with workforce management and forecasting, they can save significant time and money. When organizations with large field workforces – think utilities or cable companies – switch to better field service management solutions, the potential for savings are even higher.
Many companies with large field sales and service workforces have found efficiencies and cost savings with field service management solutions, which are designed to optimize the schedules of personnel working in the field. These solutions help cut out time between appointments, which saves money and allows personnel to get more work done in one day while simultaneously boosting customer satisfaction. If done properly, field service management (FSM) solutions help leverage time-based performance pattern recognition and predictive analytics to personalize the workday for each mobile employee, ensuring that the right person is in the right place at the right time.
At CS Week Conference 37 in Tampa, Florida this week, TOA Technologies (News - Alert), a provider of global field service management solutions, will be discussing how utilities can leverage their mobile workforces to improve operational efficiency and the customer experience.
Some of the techniques the company will teach to attendees include:
- Integrating field service management solutions with asset management systems, showing how TOA’s ETAdirect solution integrates with EAM systems including IBM (News
- Alert) Maximo to provide end-to-end work order management; - Automating appointment booking and routing based on any number of factors from employee skill sets to available inventory; and
- Managing the field workforce according to real-time information about each individual mobile employee, helping utilities to better meet service level agreements and remain compliant with regulations, and handling rapidly changing volumes of work on the fly, such as when an outage occurs.
TOA was recognized as a “Leader” in the Gartner (News - Alert) Magic Quadrant for field service management in 2012. The company is based in Beachwood, Ohio.
Edited by Ashley Caputo
