Servigistics Aims to Enable Strategic Service Management

New solution designed to align management of service parts planning and pricing with workforce management to reduce costs, improve service levels

New solution designed to align management of service parts planning and pricing with workforce management to reduce costs, improve service levels

Atlanta — April 6, 2006 — Servigistics, a provider of service parts management and pricing solutions, has released a new offering designed to allow companies to manage service technicians, service parts and service part prices together in order to reduce costs and improve service levels.

The new Servigistics Workforce Management was developed to forecast, plan and monitor field service technicians, and it works in concert with the company's service parts planning and pricing solutions.

Benefits from using the new solution can include improvements in first-pass fix rates as well as improved planning, visibility and service level agreement (SLA) compliance, according to Servigistics.

The new offering includes the following features:

  • Service Planner: Applies Servigistics' 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 real-time 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 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, [service-level agreement (SLA)] compliance rates and serviceable asset uptime and availability," said Mark Vigoroso, vice president of service chain management research at the Aberdeen Group.

"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."

Additional Articles of Interest

— For more information on solutions for the service and support chain, see the articles "In the Field and All Grown Up," the Net Best Thing column in the June/July 2002 issue of iSource Business (now Supply & Demand Chain Executive), and "Time to Prove It," the Net Best Thing column in the April/May 2003 issue of the magazine.

— For best practices in service parts management, see the article "Three Keys to Successful Service Parts Management."