IBPM Service Management
It allows you to manage people performing tasks regardless of their location. It enables, among others: automatic optimization of the allocation of tasks to people and teams, as well as the routes of field employees to customers. It gives each participant online access to the information they need.
The most important benefits
Process automation
Elimination of unnecessary activities based on proven process patterns and business rules.
Route optimization
Optimization of time and cost of handling service orders in the field. Mechanisms and algorithms based on geographical data, unique competences and experience of employees or subcontractors
Analysis and monitoring
Information about the location of contractors. Real-time analysis of all data.
Incident management
Implementation of customer service processes. SLA level management and monitoring.
Configuring team features
Possibility to configure the characteristics of each team that is to carry out orders (for example: competences, experience, knowledge of technology, VIP customer service, seniority, etc.).
Sales support
Establishing plans and generating mailing lists for field salespeople. Handling leads and monitoring commercial activities.
Mobile App
Simple and quick processing of orders by contractors. Constant communication with the service technician in the field.
IBM Service Management supported, among others, by IBM technology
IBPM Service Management is built on the basis of one of the world's leading Intelligent Business Process Management platforms (according to Gartner), i.e. IBM BAW. The IBM BAW platform allows you to build solutions to manage any processes for companies of all sizes. It meets the standards required by the largest corporations and is fully scalable. IBM BAW also provides features that ensure compliance with many institutional regulations, such as: data security, legal security, compliance with many standards, including source code control and management.
IBM ODM
Visual configuration of business rules, thanks to which the rules applicable in the organization can be run within the Service Management system. Thanks to this, we can automate many decisions and speed up the process by eliminating the need for employees to make manual decisions.
IBM BAW
A professional IBPM platform that allows you to automate any processes in your organization, create applications to handle unstructured matters and manage documents/files regardless of the scale.
IBM DataPower
Gateway of the application layer enabling the provision of services to other systems and mobile applications.
IBPM Mercury
Complete and fast information about the order and operation history. A repository of all order data from multiple perspectives enables full reporting.
Google API
Determining the shortest travel time for a service technician between customer locations. Presentation of contractors' locations on a map.
RPA
Automation of tasks and minimization of activities performed by users.