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CommForce
SCHEDULE, ROUTE, AND OPTIMIZE WORKFORCE ASSETS
Customer Service Representatives can now have a graphical view of all resources and existing call status to answer existing customer requests and/or schedule new ones interactively. Management or dispatch can then optimize routes and reduce travel time with automated geo-mapping plus track progress and technician status with GPS. CommForce can be run on a standard Windows server.
CommForce integrates people, processes, and information by providing a real-time window into the daily operations of your business, empowering your customer service representatives, dispatchers, and field support technicians to deliver superior service to your customers.
Improving Customer Service
CommForce provides customer service representatives (CSR) with an instant and complete view of all availalbe field support technicians, which can then be categorized by the specific skill sets required for each type of service call received. For example, one support technician may specialize in only cable television installations, while another technician may specialize in both telephone and DSL. When the CSR is speaking witha a customer and scheduling a service call, they can see whetehr or not a technician is available for the customer's specific need, and schedule a technician for a specific window of tiem and in a specific area. By providing a clear picture of previously scheduled service calls and availability of technicians, overbooking of technicians can be eliminated, and the CSR can provide a more accurate arrival time to the customer.
Dispatching
During order and trouble ticket processing, information can be automatically downloaded into CommForce allowing calls to be scheduled. Technicians can then be provided with a "real time" view of all upcoming visits, as well as immediately add applicable one-time charges and credits on an as-needed basis. Billable versus non-billable charges/credits can be distinguished, in addition to real-time G/L and Inventory updates and time entry. Management can update or change workloads based on requirements, as well as track results.
Mapping & Routing
An interactive map is available to assist with service call combination, routing, and technician tracking to more efficiently manage dispatching operations. Discrete, real-time location tracking is available. Visually observe the exact location of a service technician, or alternatively, retrace vehicle movements to determine service completion time, route verification, etc. Completed service calls can be updated via the phone to show that the call has been fulfilled, and this information is instantly viewable by those in customer service and dispatching.
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