OnProcess Technology today launched IntelliForce, a field-service management solution that aims to eliminate the industry’s inherently heavy fixed costs. Featuring an on-demand digital marketplace, which is intelligently powered by OnProcess’ advanced analytics engine with built-in star rating system, IntelliForce provides a fully optimized, variable, field-labor service, which results in financial savings and operational improvements, according to its maker.
“With businesses differentiating more and more on customer experience, and being expected to do more with less, the role field-service organizations play has never been more crucial. They must deliver flawless service and, to meet increasing corporate-profitability goals, also reduce costs. For most companies, this combination has been impossible to achieve,” said Sarah Hatfield, VP product management and client solutions, OnProcess Technology. “Our new IntelliForce service offers an entirely new, analytics-based approach to field service management that drives quality to new heights—preserving brand reputation and customer satisfaction—while dramatically reducing field labor costs.”
“Seventy-six percent of the service organizations polled by TSC rely on third-parties for the completion of service work and, given labor resource constraints, there is increasing interest in using flexible labor policies to support field service work,” said Sumair Dutta, chief customer officer of The Service Council. "But challenges remain, particularly around work quality, training time and cost, and technology integration. Workforce management solutions, such as OnProcess Technology's IntelliForce, are positioned to support today's service leaders in addressing this critical need."
IntelliForce, which is designed for all-sized organizations, is especially impactful for mature enterprises with complex ecosystems, according to OnProcess. The managed service features a unique variable-labor model, which is sourced through OnProcess’ curated network of trusted, best-in-class field-service organizations. From there, OnProcess’ proprietary OPTiQ analytics engine selects the right service partner for every job, analyzing everything from job complexity, customer type, security requirements, geography, point-in-time location and the ability to meet the required SLA-to-skillset qualification, the service partners’ response time, mean-time-to-repair, customer satisfaction scores and cost. OnProcess provides end-to-end service management, including proactively mitigating exceptions, to ensure exceptional service experience.