2. Workforce link is an end to end solution to manage the lifecycle of a
service call—from initial customer contact, through work order
creation, resource scheduling, dispatch, to real time updates from
the field and managerial reports.
It ensures that everyone has access to the information they need to
make correct and timely decisions.
It also helps seamless passing of data between departments and
across different devices, including: desktops, laptops, smart phones
and tablets.
The solution can easily integrated with any CRM, ERP, Accounting
and Payroll applications and it is compatible with any devices,
including: desktops, laptops, smart phones and tablets.
December 11, 2014
System Overview
4. December 11, 2014
System Workflow & Roles Contd.
Application and the workflow specifically designed for :
Customer Care collecting service requests from customers
Supervisors Assigning requests to in-house technicians based on
resource availability and skill
Technicians Accepting/rejecting/Suspending requests assigned by
supervisors, also collaborating with other technicians
An End consumer placing work requests online/mobile
Management Authorize/approve spare parts requests, invoices
Accounts Invoicing work Requests
5. Improve Efficiency & Productivity of service staff and sales representatives
Remote Task Management
Improved customer service level
Faster and Better Decisions
Reduced Management Costs
Scalability and Adaptability
Real time updates from the fields
Improved visibility of the field activities
Analysis and Monitoring of the Entire tasks
Forecasting of Workload and Required Staff
Seamless Integration with any Mobile Platform
Streamlined Feedback Mechanism
Customer and product profiling
December 11, 2014
Benefits of Waylink
6. Work Request Management module to manage service calls,
customers and assets.
Task Management module for allocating and remotely managing the
tasks
Resource Pool Module to effectively utilize the field staff.
Location tracking for customers and the staff on field
Notifications at various stages of the work request
Scheduling & rescheduling tasks
Assigns/reassigns priority and severities
Self-service options for consumers
Availability window updates
Analytics module for Management decision support
Immediate feedback on Services
Collaboration among technicians
Notes against refused/ suspended work requests
Invoicing Work requests
December 11, 2014
Features Include
7. Supervisor Role - Features
December 11, 2014
• Ability to view all work requests
• Assigning Work Requests to Technician
• Update ETAs & priority
• Ability to Reassign Technicians
• Manage “suspend” and “declined” Work Requests
• Arrange spare parts
• Close work Requests
8. Technician Role - Features
December 11, 2014
• Ability to view / accept/ / reject work requests
• Ability Locate customer place
• Ability to send notifications
• Ability to collaborate with other technicians
• Ability to request parts/materials
• Ability to Schedule follow up visits
• Generate Invoices ?
9. Customer Care - Features
December 11, 2014
• Ability to create work requests on behalf of customer
• Assigns/Reassigns priority for work requests
• Assigns work request to supervisors
• Ability to Maintain 3rd party service provider information
• Ability to assign 3r part service provider
• Ability to Generate Invoices
• Interact with customer and technicians
• View customer feedback.
15. Thank You
December 11, 2014
Pantech Systems Trading LLC
P.O-127945 | RAK Building |First Floor-104 |Al Qusais | UAE
Mob: +971-55-8347255
Email: abhinav@pantechsystems.com
www.pantechsystems.com
Contact Info
