Servigistics Command Center

Enabling Real-time Visibility to Service Operations

On a daily basis, leading companies around the world make commitments to their customers in the form of service level agreement (SLA).   Unfortunately, these commitments typically involve risk associated with a company’s ability to meet the terms of the service agreement.  Failure to deliver on a commitment can result in unhappy customers, missed revenue opportunities, reduced profit margins and opportunities for competitors.   An increasing number of companies are adopting a strategic approach to post sale service and deploying integrated solutions designed to mitigate the risk associated with customer commitments. 

With the Servigistics Command Center solution, companies can view the status of all service calls on a single screen.   The Command Center balances Service Level Agreements (SLAs) with available technicians, service part delivery and inventory options to ensure customer commitments are met.  When a service call is in jeopardy of not being met, the Command Center proactively identifies the jeopardy situation and generates  real-time alert updates based on defined business rules to enable the investigation and resolution of the service call.

Based on the management best practices of 9-1-1 centers, the Command Center solution uses Servigistics award-winning, Service Parts Management and Workforce Management solutions to expedite problem resolution, efficiently route service parts and direct expert technicians to a customer’s site.  For companies with global service operations the Command Center offers global, country regional, or even an individual service operation views.

The Command Center also enables historical and dynamic service performance monitoring across an array of service metrics and key performance indicators (KPIs) to allow the continuous monitoring of service calls and customer commitments.

The system includes KPIs such as percent on time arrival, travel time, missed SLA commitments by reason, and on time parts arrival metrics.  Performance Analysis also includes trend analysis, root cause analysis and other analytical tools to monitor, adjust and improve service delivery.

Command Center can also be shared with service delivery partners to facilitate collaboration.  Shared visibility to projected service demand allows better coverage of service areas, proactive prevention of missed service calls and control over overtime expenses.

Improve Your Customer Commitments Today
To learn more about the unprecedented value Servigistics has delivered to its increasing list of leading client visit client case studies and client videos. Or, if you want to mitigate the risk associated with meeting your customer commitments, call Servigistics at +1 888.942.8623 to speak with one of our service consultants.