After-Sales Service Infrastructure Integration And Optimization Based On The WFM

After-sales service requests of the customers changing constantly, the complexityof accurately aligning service demand with service supply which consists oftechnician skill set, availability, geography and inventory that continues to plaguemany labor-intensive field service organizations. More often than not, this challengeis the result of not having adequate technology solutions in place to optimize fieldservice scheduling and routing operations in real-time.As original equipment manufacturer (OEMs) and independent serviceorganizations continue to vie for market share in a landscape of increasinglycommoditized products, they have begun to search for revenue and profit marginwithin their aftermarket service operations. These leading firms have found that byoptimizing the scheduling and routing of field service resources, they can achievehigher productivity, reduced service costs, and increased performance andprofitability. Scheduling and routing optimization solutions match technicians withwork orders based on technicians’ aptitude, proximity to the job site, availability ofservice parts, and overall cost of service.Until recently, service organizations focused their field service automationinvestments on customer relationship management (CRM) and enterprise resourceplanning (ERP) applications. However, recent years have brought new service chaintechnologies to the fore that aim to better coordinate and align resources required forfield service delivery. These solutions include scheduling and routing optimization technology, which when deployed in close integration with related business systemscan greatly help firms achieve more profitable and productive service operations.This paper study the after-sales service architecture based on EMC Corporation,and process reengineering in the competitive market environment. Detailed describethe various subsystems in the after-sales service architecture of the EMC Corporation,the CSI, EAS, SABA, Logistics and WFM integration and optimization process. Aswell as EMC Corporation how to use the WFM system to integrate the existingcompany service subsystem, combined with the adjustment of organizationalstructure and process optimization, effective coordination and allocation of serviceresources. The optimization of these service resources include: personnel, spare parts,processes and data. Through process optimization, real-time personnel and spareparts’ status data updates, to coordinate the consistency of service personnel and spareparts, not only to improve the company’s own service performance and productivity,but also significantly improved customer satisfaction and overall customer experiencelevel.