Setting the Stage

Setting the Stage and Defining a Solution

Setting the Stage

Service providers are creating virtual workforces of individuals where resources may work from home, or on the road over a disparate geographic region. Service providers are seeking to reduce or all together eliminate the brick and mortar office, and replace it with a loose coalition of people with diverse skill sets. As this shift continues in the service industry, so do the requirements of the service provider. Service providers are now required to handle the entire service order management process by adding addition offerings to stay competitive against others in the same industry.

 

Challenges in the Current Economy

Setting the Stage

Service providers are creating virtual workforces of individuals where resources may work from home, or on the road over a disparate geographic region. Service providers are seeking to reduce or all together eliminate the brick and mortar office, and replace it with a loose coalition of people with diverse skill sets. As this shift continues in the service industry, so do the requirements of the service provider. Service providers are now required to handle the entire service order management process by adding addition offerings to stay competitive against others in the same industry.

"Long considered a tactical cost center, after-market service is fast becoming a strategic focus among enterprises in many industries. Sixty-one percent of companies polled in a recent Aberdeen study said field service is currently a strategic operation with revenue and profit goals in place; another 17% said field service, while not currently a strategic operation, would be so in the future.” Companies can no longer afford to treat post-sales service and supply chain management as an afterthought. Aberdeen research indicates that after-sales service accounts for 10% to 40% of revenue for many industrial and service companies and up to 50% of inventory investment. Still, many firms servicing equipment, facilities, and other high-tech and industrial assets rely on outdated, inefficient processes for managing call logging and tracking, work scheduling, contract and warranty management, and service parts management.

Increased competition in the services industry is forcing many companies to provide resources, services and information traditionally beyond their means. This need has created a strain on service providers, but also on resource requirements needed to provide the service. The result is a need to a better way to schedule more resources and account for far more variables and complexity.

 

Problems with the Current Services Model

Setting the Stage

Historically, service providers in healthcare, professional services, education, and other industries have staffed their own service orders - either directly or through a third-party provider - on a reactive basis, responding to customer requests. These organizations treat their field service organizations as a necessary cost of doing business. Personnel resource scheduling remains a core part of their business in order to remain competitive. These organizations face continual challenges to offer more services, deal with disparate workforces, and manage smaller offices and increasingly complex scheduling.

Most service companies have employed their service personnel directly, unable to quickly adjust staffing positions and schedules across regions as needed. Today, however, organizations are moving away from this model and outsourcing a majority of their services by sending orders to contract personnel or organizations able to fulfill the services for them. Furthermore, service organizations no longer occupy large office spaces once needed to dispatch employees to customer locations. Today, workers telecommute from home or on the road across large disparate geographic regions. Many service providers may never even visit headquarters, opting instead to operate from home by receiving orders and visiting customers remotely.

Increased competition in the services industry is forcing many companies to provide resources, services and information traditionally beyond their means. This need has created a strain on service providers, but also on resource requirements needed to provide the service. The result is a need to a better way to schedule more resources and account for far more variables and complexity.

 

Where is it All Going

Setting the Stage

"Winning service organizations are proactively and predicatively supporting their companies' products, often aided by field service and asset management automation technologies, and are collaborating with their customers to improve operational efficiencies, profitability, and customer satisfaction levels."

The current softness of the new economy has given rise to the prominent business methodology of the day, "do more with less." This is quite different from the late 1990’s when companies dumped billions into large enterprise resource planning (ERP) systems to standardize and optimize their order processes and supply chain functions. Unfortunately, decisions on which solutions to implement were not driven by metrics associated with improving the effectiveness and efficiency of employees on the front lines and the human resource components of these systems were only focused on improving operations for the HR department.

With the total cost of compensation contributing a large percentage of every organization's cost structure, today's market conditions have forced companies to reexamine their ERP investments to uncover new ways of unleashing value and bringing the organization to the next level of profitability and effectiveness.

 

What is Needed

Setting the Stage

The Need - Today's environment requires greater visibility into workforce assets, service execution and customer satisfaction - using analytical tools and advanced scheduling features to ensure the right resource is at the right place at the right time. The comprehensive solution must automate union and pay rules, and ensure compliance with government regulations including recent overtime adjustments to the Fair Labor Standards Act and corporate governance initiatives dictated by Sarbanes-Oxley.

The Solution - Avianco emerged from today's ever increasing demand for a comprehensive service personnel solution. Increasing numbers of providers are more dependent on services than ever increasing the need for tools to coordinate resources, customers and consumers. There are thousands of agencies providing fee-for-services in various industries. Combine this with specific needs based on skills, geographic locations, and availability and you find many small business unable to fully coordinate and schedule service personnel appropriately. Avianco’s solution solves the need for reliable, accurate and current information about resource availability, skills match, job order requests, job order completion.