Call Center Scheduling Feature Article
October 09, 2012
Wheatley Associates Intros Assign, Next-Gen Mobile and Field Workforce Scheduling Software
By Amanda Ciccatelli, TMCnet Web Editor
The mobile workforce management and scheduling industry is growing with solutions that not only track remote field workers, but also have an evolving focus on managing workflows, enhancing customer engagement, and even creating new revenue opportunities.
Recently, Wheatley Associates launched Assign, its next-generation mobile and field workforce scheduling software solution. With a focus on usability, Assign’s intuitive user interface provides access to a wealth of functionality that gives an enables an organization to schedule its workforce efficiently, while delivering improved customer service.
A provider of software solutions to manage complex, real-time mobile workforce scheduling demands, Wheatley Associates’ scheduling solutions are backed by consultancy services that help clients understand the mobile workforce ‘Efficiency Bleed’.
“Multi-dimensional scheduling requirements demand new ideas and new thinking and the launch of Assign delivers on this promise,” said Jeremy Goulding, CEO of Wheatley Associates, in a statement. “The enhanced capabilities and performance that Assign delivers reflect the importance and exacting demands that field service organizations place on the automation of their operations.”
Assign provides a browser-based appointment booking, work scheduling, operative tracking and mobile communications solution for managing any size field workforce in real-time. It balances work allocations and takes account of changing events to maximize productivity and ensure use of resources.
Assign’s user interface and job booking wizard eases the job booking process, enabling customer service operatives to book jobs directly on to the scheduler with visual prompts of appointment options. Once jobs are booked, Assign’s proprietary scheduling algorithm allocates work to maximize workforce efficiency, using its knowledge of available operatives, pre-planned work and customer service commitments.
“Assign maximizes field workforce efficiency, increases productivity and integrates seamlessly with existing back-office systems, taking mobile and field workforce management and scheduling to a fundamentally new level,” said Goulding.
The mobile communications technology of Assign enables work schedules to be dispatched directly to operatives’ PDAs. Operatives use the PDAs to capture data, record data inputs and complete authorization, which reduces errors and minimizes overheads.
Industry-standard interfaces enable it to be integrated with back-office applications. Wheatley Associates manages the integration task directly with third-party software vendors on behalf of clients. Assign also features an optional profit and loss reporting module enabling profitability analysis to be undertaken by customer, invoice, month or job.
Goulding said, “It puts the right skills in the right place at the right time, automatically creating hundreds of operatives’ schedules, quickly determining the optimum workload distribution and minimizing fleet management costs.”
Edited by Allison Boccamazzo