Operational Workforce Management Solution

Alligning Resources, Processes & Technology Anywhere, Anytime

Features:
  • Route Planning / Scheduling
  • Field Support Staff Geo Tagging
  • Optimized Resource Assignment
  • Boot-Stock and Inventory Management
  • Claims Management
  • Time Sheet Management
  • Leave Request Management
  • Service Level Management
  • GIS Interface / Street Level Routing
  • Dispatcher Override Functionality / Prioritizing
  • Calendar Interface / Functionality
  • BI / Analytics / Reporting
  • Management View / Console
  • Modern Graphical User Interface
  • Work Order Application Interface
  • Knowledge Management
  • Audit-able Location / Travel History
  • Dashboards

Optimizing Operational Workforce Management demands command of logistical, technical, and commercial aspects of the business. Effectively managing these to achieve SLAs while minimizing costs requires precise knowledge of customer obligations and provider capabilities. Making real time adjustments in the face of unexpected events requires a very dynamic response.

The metaWEAVE Operational Workforce Management Application (OWFM) is an innovative Workforce / Field Service Management application that is a good fit for most service / product management companies.

One of the most important attributes of OWFM is the ability to optimize internal operational efficiencies by empowering schedulers with an effective interface / console to show every technician’s schedule, filter the technicians based on expertise, availability, proximity or other eligibility criteria and alert dispatchers to critical jobs and high service level agreements. With the right dispatch console, the right technician will be dispatched for the right job, every single time.

OWFM offers a complete Work Force Automation system designed to provide complete management of the task assignments to capable and available technicians. OWFM includes Work Order assignment, scheduling, dispatching, maintaining the status, reporting, and spare parts / inventory with communication and assignment.

mW’s Operational Workforce Management solution has the capability to plan and dispatch service personnel and accurately stocked vehicles to customer locations in a scheduled manner. This solution automates the end-to-end processes for the work force and enables dispatchers and managers to easily track all Technician/ Engineer activities. OWFM has the ability to send SMS messages and email alerts to the technicians in the field for real time schedule changes, important updates, or incoming customer comments.

To maximize utilization, technicians are equiped with a smart mobile device, the technician has everything he needs in the palm of his hand. He/she can pull up the work order, get driving directions, look up parts / spares information, capture the resolution details, take photographs and facilitate a customer signature on the spot and close the work order when done.

The OWFM Application is available either as a hosted application or as an on-premise application, according to client requirements and preference.

The metaWEAVE OWFM Application utilizes the power and strength of BMC Software's Remedy Action Request System platform and is seamlessly interfaced to Google Maps.

This guarantees and enable consistent business and operational service processes, allows for continuous visibility (Dashboards / Maps) and facilitates communication and management (SLA’s / Escalations / Locations) with full Reporting and Analytics capabilities.


Benefits:
  • Real Time Visibility - Resources / Locations / Scheduling
  • Efficient Assignment and Dispatch (Route Planning)
  • Standardized Scheduling Processes
  • Increased First Time Fix Rates
  • Easily Manage Large Teams
  • Maintain a Complete 360 View of Workforce
  • Verify / Update Customer - Data / Site Details
  • WO - Correct Spares / Equipment / Skills
  • Auto Communication - Email / SMS
  • Real Time - Reporting Functionality
  • Increase Effectiveness Throughout the Service Delivery Chain
  • Increased Staff and Customer Satisfaction Scores
  • Find the right Resource based on Territory or Proximity
  • Assign / Schedule multiple Resources or Service Teams
  • Meet Customer SLA Commitments Efficiently and on Time
  • Full, Clear View of Work Order Status & Relevant Information
  • Download OWFM Datasheet (.pdf)

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