Ericsson Workforce Manager

Workforce Manager Overview

As you roll out more services to more subscribers, it can be challenging for your workforce to keep up. Don't work harder. Work better.

Workforce Manager helps you cut major costs by introducing new efficiencies for greater workforce control, flexibility and scalability. By automating manual and routine tasks, Workforce Manager can actually turn your dispatchers into exceptions handlers, drastically reducing their load.

Workforce Manager automatically assigns workers and allocates resources based on real-time data. If schedules, resources or priorities change, it will automatically adjust work orders and alert technicians and dispatchers. It's the smartest, most efficient way to keep all your moving pieces – and people – connected. No matter how large or complex your service offerings become.

What is Workforce Manager?

Part of our Assurance suite, Workforce Manager is an automated workforce management system that helps you organize your people, processes and equipment. Workforce Manager features include:

• Dynamic work assignment. Automatically adjusts schedules and reassigns workers to meet changing conditions.
• Appointment management. Gives service representatives real-time information so they can efficiently book and adjust appointments.
• Optimized routing. Identifies and selects the most efficient routes for field technicians.

Why Use Workforce Manager?

Workforce Manager empowers you to leverage your existing workforce in new ways. Not only will it make your workforce more efficient, it will turn it into a competitive advantage. Consider Workforce Manager if you want to enhance your field force management to:

• Save money. Reduce fuel expense and vehicle maintenance costs, and cut your dispatcher/technician ratio by as much as half.
• Work more efficiently. Respond quickly to changing conditions and manage thousands of technicians based on priority, skill, location, and workload.
• Quickly overcome real-time challenges. Automatically resolve workload imbalances caused by service outages, vehicle problems, bad weather, and more.
• Stay connected. Keep technicians and dispatchers in touch at all times via wireless access.
• See clearly. Get a graphical map-based view of your technicians, territories and assignments, and give customer service representatives real-time data for accurate appointment scheduling.
• Improve the customer experience. Gain the ability to offer real-time, achievable appointments.