Optimized, integrated service business processes. Done.

Amazing operational complexity. Unpredictable demand. Highly perishable skilled time "inventory." It’s no surprise that large enterprise software companies have consistently failed to deliver significant value to the service sector. Many competing service optimization solutions only properly address a portion of the time horizon. Some focus on the scheduling of future day customer appointments, but do not operate efficiently enough to handle real-time scenarios. Other solutions are designed to handle real-time scenarios, but do not extend optimization benefits to long-term planning horizons.

Pointserve provides comprehensive, modular systems that can be integrated rapidly with existing distributed infrastructure - to provide end-to-end functionality and maximize value delivered across the entire service supply chain. To get the job done right, ERO Solutions optimize all activities along the service delivery timeline, from long-term strategic planning to real-time technician dispatching.

Delivering against Tough Business Goals

By optimizing their service business processes, Pointserve offers service operations the fastest route to delivering against multiple performance objectives, including:

	Maximizing operational efficiency. The service supply chain manages skilled technicians whose time is infinitely perishable because it cannot be stored or re-deployed if it is mismanaged. This characteristic drives the need for real-time optimization of the service supply chain.
	Optimally matching personnel to tasks. Field staff are required to perform an increasing range of tasks. For example, broadband field technicians are now expected to install and configure cable modems, train customers, and up-sell premium services.
	Maximizing the value of each customer contact. Organizations need to enable call center operators and field staff to deliver what the customer wants with a single phone call or service visit. Getting it right on the first try is an invaluable competitive advantage.
	Increasing service revenues. Organizations that can deliver exactly what the customer wants, when they want it, can offer new services and command premiums for meeting higher service levels such as faster response times and narrower time windows.
	Managing increasing organizational complexity. Service operations today are comprised of increasingly complex networks of internal and external service providers. Suppliers, customers, and partners that span multiple organizations and locations must be seamlessly integrated.
	Increasing the ROI on legacy IT investments. Service supply chain software leverages information gathered and stored in existing IT infrastructure, which increases the value delivered by these systems.
	Leveraging the latest mobile technologies. Because service personnel are distributed and mobile, they are inherently difficult to manage and need wireless technology coupled with powerful dispatch management tools.
	Maximizing long-term customer equity. Companies need to better understand what is valuable to, and about, each customer. The enterprise’s goal is to deploy resources in a way that maximizes the long-term value of the customer base to the organization.

Goal Driven Economic Optimization

Operational Simulation & Analysis