Workforce Management

Workforce management can also encompass field service management. This provides software to optimally plan and dispatch field service technicians and their properly stocked vehicles to a customer's location in a timely manner in order to deliver against their service commitments. Field service management will itself include elements of:

• Demand management – to help forecast work orders to plan the number and expertise of staff that will be needed
• Workforce scheduler – using predefined rules to automatically optimise the schedule and use of resources (people, parts, vehicles)
• Workforce dispatcher – automatically assigning work orders within predefined zones to particular technicians
• Mobile solutions – allowing dispatchers and technicians to communicate in real time