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by Stephanie Neil, MA Editorial Staff Posted on Wednesday, April 05, 2006 5:37:00 PM Sign Up to receive Daily News Alerts in your E-mail Inbox    | Abstract: | New Workforce Management module adds field service forecasting to ensure technicians have the right parts to resolve a reported problem before entering the customer's premises. |
Looking to apply the concept of supply availability forecasting, planning, and optimization to field-based product repair, Servigistics Inc. yesterday unveiled software said to help manufacturers ensure that their skilled technicians have the right parts to resolve a reported problem before entering the customer's premises. Having extra parts on hand is a tactical after-market business for manufacturers of durable goods -- one that has traditionally been viewed as a cost center because of the risk involved. If a service technician visits a customer site without the right part, for example, and has to return later to resolve the problem, field service becomes an expensive proposition that could potentially damage the customer relationship. Intense competition and eroding profit margins, however, have some manufacturers seeking to convert risk into revenue. "Executives understand [after-market service] has a huge revenue potential and it's an opportunity to develop loyal customers," said Gary Brooks, Servigistics' executive vice president of marketing and alliances, in an interview. [Click to continue] |
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