Sidewinder Europe today announced the launch of their real-time performance measurement tool, ServiceVIEW.
Believed to be an industry first, it not only graphically and numerically summarises performance against measurement criteria such as SLA levels or number of appointments per day, it also predicts performance and KPIs based on real time events from Sidewinder's RealTIME Scheduler - therefore providing alerts and monitoring over the execution of the entire service delivery schedule.
Providing an on-screen view, the information can be made readily available to customer service teams and management thus allowing staff to take immediate, preventative action as alerts are raised. Early warnings are clearly displayed where performance is falling or is projected to fall below agreed levels which means organisations can prevent these predictable occurrences from happening in the future.
Customer service and management teams can drill down on specific criteria and analyse data in greater detail, such as performance of individual field engineer, enabling issues to be dealt with before they affect customers. Comparisons can also be made on-screen without the need to analyse historical data.
Derek Brown, sales and marketing director at Sidewinder Europe, says, "This unique tool provides an aggregated KPI view of scheduling operations including historical, real-time and future performance measurements. It provides total visibility of the performance of an organisation's resources."