Workforce Management

The ticketing solutions used currently by most telecom service providers do not support workforce scheduler and auto-dispatcher modules. Thus it becomes difficult to ensure high First-Call Resolution rates. Time consuming manual dispatch of workforce also leads to increased call-wait time. Customer satisfaction score is hugely affected owing to delayed response and repeated calls to customer care for resolution of the same problems. Kumaran’s Workforce Management Solution seamlessly integrates with your ticketing and network management system. It gives a single snapshot view of workforce availability, skills-based routing, auto workforce dispatcher, and assignment.

Business Challenges

• Manual appointment scheduling of technicians and next-best availability checks cost valuable time when customer is on call.
• Most companies experience increasing ticket volume and decreasing workforce due to recession and productivity improvement measures.
• Increasing time for closure of trouble ticket and decreasing customer satisfaction.

What We Offer

Kumaran Workforce Management Solution is a modular solution, which includes three major components:

• Demand Management – Foresees demands and initiates action plans to mobilize the appropriate skilled technicians
• Workforce Scheduler – Allows creation of pre-defined rules to make optimal use of resources and to execute the rules at appropriate times
• Workforce Dispatcher – Automatically assigns tasks to the appropriate resource as and when required, based on workforce rules

Kumaran Workforce Management has these capabilities:

• Scheduling of workforce appointments
• Auto dispatch of workforce
• Next-best appointment prompter
• Tracking
• Scheduling and forecast

Kumaran's workforce system has a ticketing solution for the base. It has modules like material ordering, time reporting, and employee safety for the field force. When a trouble ticket is logged, customer agent checks for field force availability and skills using auto-dispatch. The field executives get the update while on road using a mobile client. It also speaks with other third-party systems like material management, facilities management, payroll, and fault diagnostics.

Business Benefits

• Decreased response time
• Increased First Call Resolution rate
• Automated work order process to reduce operating costs
• Continuous communications with centralized support staff for utility management in emergency situations
• Effective fault identification
• Effective management of workforce management
• Improved bottom-line savings and top-line revenue growth