Workforce Management

Managing your customers is no easy task, especially when it comes to the Telecom industry. With increasing expectations and high customer facing services, your company reputation is constantly on the line. This means when it comes to managing your work and company projects, there needs to be an efficient way of assuring customer satisfaction while productively assigning tasks accurately and on-time.

This is why ESKADENIA offers the ESKA® WFM to resolve projects and work complexity while providing full transparency for you and your customers.

ESKA WFM is a workforce management system to help with the lifecycle of work assignments or work orders. This includes managing all your workforce staff and the reporting and monitoring of activities assigned to them, whether they are direct employees, consultants, contractors or more.

ESKA WFM covers a number of functionalities related to the following, but not limited to:
  • Manage schedules and appointments
  • Planning and forecast
  • Reporting employee KPIs and checklists

How can this help my business?

ESKA® WFM provides a number of benefits to help achieve the best results for your workflow efficiency.
  • Enhance transparency by managing expectations of customers and management without forgetting the holistic view of the order/project which the task contributes to.
  • Reduce management overhead and introduce intuitive way to track things.
  • Provide conducive business analytics by presenting detailed and accurate reporting.
  • Easily manage your order’s lifecycle and appointments.
  • Organize your team’s schedule to simplify any tracking and follow ups.
  • Create a comprehensive workflow for your business by providing integration with external systems, such as Product Catalog, Issue Management, Inventory systems and network inventory and Order Management System.

What are some key features?

  • Manage work assignment queues while considering priorities, locations, staff skills, occupancy and other factors.
  • Manage staff lists, which saves thorough details such as location, skills, availability for assignment etc.
  • Create and distribute individuals work assignments, outlining the daily work assignments.
  • Reschedule tasks automatically if a task was added manually in exceptional cases.
  • Manage appointments, including monitoring and scheduling.
  • Conduct work orders, including issuance and closure.
  • Capture images, audio and videos; uploading them to the system to be used as reference to facilitate completion of tasks.
  • Provide text and voice chatting between employees to keep all communications regarding tasks official and tractable.
  • Create maintenance plans which automatically generate periodic tasks for maintenance purposes.
  • Manage payments and invoices with contractors and customers.
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