Field Service Manager

Convergys Field Service Manager Economic Resource Optimization for Service Delivery Management

The communications industry depends on delivering products and services to the customer and meeting important standards: quality, timeliness and dependability—all while improving the customer experience and loyalty. However, communications service providers face any number of problems when delivering service in the field: real-time scheduling problems, demand predictions that are more often wrong than right, under-utilized resources and out-of-control fuel costs. Convergys understands the challenges of service supply chain management from scheduling service appointments with customers, to cost-effective, resourceful management of a field service workforce. We offer solutions that allow service providers to integrate, automate and optimize the performance of their distributed service operations.

Convergys Field Service Manager The Convergys Field Service Manager enables

• Applies best-in-class optimization to the global service delivery lifecycle • Evaluates economic impact of each action • Maximizes business performance Optimization modules synchronize intelligent decision making across the service delivery lifecycle for all service-related functions —from territory and resource planning, through customer appointment scheduling and consultant/technician optimization. The Convergys solution is revolutionizing communications service delivery by allowing service providers to aggressively plan, route and schedule resources to respond to customer demand while optimizing field operations and reducing costs. Service providers are then able to monitor, manage and optimize specific business elements such as: • Travel and fuel costs • Skill and license compliance • Consultant/technician

service providers to predict service demand,

– Skills

then plan, schedule and execute service

– Compensation

delivery in a way that maximizes value across their extended enterprise. Included in the Convergys solution is the proprietary Economic Resource Optimization solution (ERO) that utilizes model-based artificial intelligence which:

– Availability – Efficiency • Service Level Agreements • Continuity of care • Contact intervals for recurring work

The combination of leading edge algorithms and applications,

• Multi-day Planning—Optimally distributes work

deep expertise in the communications industry, and client-

across any number of future days to maximize net business

focused business services, creates a solution to help service

value.

providers excel and succeed.

Functional Highlights The Convergys Field Service Manager provides an economic analysis of various long-term and short-term operations. This examination provides the guidance to analyze all potential courses of action, which enables service providers to steer business to optimum productivity, superior profitability and outstanding client accolades. Specific elements of the planning process include:

• Appointment Scheduling—Intelligently schedules appointments via call centers, the Web, or local service centers based on the availability of appropriately skilled resources Additional Capabilities: • Map-based dispatch with street-level routing for improved dispatch visibility, response time, decision-making and rapid system adoption • Management-by-exception monitor panels and filtering

• Operational Simulation and Analysis—Analyzes historical and predictive data to identify specific improvements and quantify the associated value of each • Territory Planning—Determines optimized geographical territories and resource levels required to meet forecasted service demand

which let the dispatcher focus on situations requiring his or her attention—so that dispatchers spend less time monitoring daily events • Scalable, multi-region dispatching that enables the system to scale as new field service representatives and/or dispatchers are added—and support real-time simultaneous dispatching of multiple geographic regions

Benefits Convergys provides the following benefits to meet and exceed service providers’ need to integrate, automate and optimize the performance of their distributed service operations: • Optimized service delivery resulting in narrower time windows, better on-time performance, reduced drive time and mileage, minimized overtime and complex skill set matching • Increased dispatcher efficiency with intuitive user interfaces, which help dispatchers maximize accuracy, reduce errors and successfully manage a greater number of resources in the field • Improved field productivity based on wireless access to key

Convergys Field Service Managers typically deliver operational efficiency gains of 15% to 25%, and reduce mileage by 30% to 50%.

information, intelligent closeout screens and support for field upselling

With these efficiencies, communications service providers can deliver highvalue services that improve customer retention and provide rapid, tangible return on investment.

North America Phone +1 513 458 1300 US Toll-Free 800 344 3000 Europe, Middle East & Africa Phone +44 1223 705000 Latin America Phone +55 11 5504 6800 Asia Pacific Phone +65 6557 2277 About Convergys Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients. For more information, visit www.convergys.com Convergys and the Convergys logo are registered trademarks of Convergys. Convergys refers to Convergys Corporation and its wholly owned subsidiaries. ©2008 Convergys Corporation. All rights reserved. FS4-224N Field Svc Mgr 8.2008