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50 Best Workplaces of the Year 2022

An expert giving service leaders, agents, and techs the critical intelligence they need, right when they need it: Aquant


Service isn’t easy. You are overwhelmed. Conflicting business objectives. Increasing customer demands. A shrinking workforce. And that’s exactly why Aquant was built. To give service leaders, reps, and teams the most accurate info they need, when they need it. Aquant helps you make great decisions. Your customers experience service that feels like magic. Exceptional service experiences are now business as usual. For customers, there’s average service, which just gets the job done. And then there’s exceptional service. The kind that makes them say “WOW.” Delivering service experiences like these is possible. Sometimes. But until now, it’s been the exception, not the rule. Service Intelligence gathers all your service data, analyzes it using Service AI, and gives service leaders, technicians and agents the critical info they need, exactly when they need it. So, now escalations vanish. Technicians know the right solution, sometimes before they even see the problem.

Workforce management (WFM) is a set of processes that maximize workforce performance and productivity with the goal of boosting organizational performance. But what does that mean exactly? Simply put: WFM means a holistic way to ensure that your employees are as productive as possible by making sure they always have the right resources – whenever they need them. With origins as a staff scheduling process for call centers, WFM has evolved into a complex framework for maintaining teams, budgeting, scheduling, and more. Today, its processes and tools are used across a number of business functions, including human resource management, performance and training management, scheduling, data collection, recruiting, budgeting and forecasting, scheduling, and analytics. Workforce management is a type of software applicable to a wide range of industries – including field service. As an extension of workforce management, field service management tools help teams better serve their clients and reduce overhead costs. Over the last decade, workforce management and field service management has evolved from time, attendance, and scheduling tools, to more sophisticated, data-driven technology that can continuously improve and manage workforce performance. Today, service intelligence is one of the most powerful tools available to leaders that need to manage their service workforce. 

There are a number of workforce management solutions on the market, with options ranging from basic time and attendance functionalities to total transformation with service analytics and AI. With that in mind, there are a few factors that determine the right workforce management solutions for a business, including industry, location, company goals, and employee needs. 

However, it can be costly to build in-house systems, so most companies turn to third-party tools and software. When evaluating solutions, be sure to:

  • Take a look at your existing workforce management processes. This can help determine if your organization is ready for an advanced solution. What types of processes are currently in place? Who is responsible for them? How are they working? 
  • Talk to your stakeholders and get their feedback. No one knows a system better than a power user. Determine each stakeholder’s pain points and understand where they’d like to see improvements. Additionally, get to know what they like about the existing systems, and see if there are ways to streamline those processes. Remember: stakeholder buy-in is everything when implementing a new solution!
  • Develop a functionality wishlist. It’s always best to come to a solution evaluation meeting with basic discoveries done. Based on your organizational analyses and conversations with stakeholders, determine which features are non-negotiable in your ideal solution, as well as some nice-to-haves. This will help you shortlist providers that provide the exact features that you want and additional features that you did not initially consider.

Prescriptive Reporting & Intelligent Field Service Analytics

Get everything from overviews to deep details – all in one place. Track service performance data across your org using Aquant’s field service reporting software – no lengthy data management required. Make better, data-backed decisions using field service analytics that improve overall service delivery. Connect your data sources to Service Insights for comprehensive field service reporting. No need for time-consuming, cross-functionally complicated internal builds that often end up deprioritized by internal BI teams. Service Insights integrates directly with your CRM to seamlessly enhance your existing workflow – Leave the build to us and focus your energy on elevated service delivery.

Service intelligence is about gathering, organizing, and extrapolating this information in order to identify problems and opportunities across the organization. It’s about helping managers objectively see how their team is performing, where specific assets are experiencing challenges, and whether a customer might be close to an escalation based on hard data. The success of any service organization depends on delivering exceptional customer service in an efficient and cost-effective manner. The performance of your customer-facing talent is put under the magnifying glass when businesses are faced with challenging economic conditions. Managers who have easy access to holistic metrics that go beyond past trends will be able to make decisions that will improve key areas of their business and the service their teams deliver. When you’re ready to deliver efficient, effective service experiences that turn your customers into your biggest promoters, get started with Aquant.

The Aquant Service Intelligence Platform has everything your service & support managers and technicians need to reduce costs, improve efficiency, and improve customer experience like never before. Aquant leads the service intelligence space with an unmatched ability to mine free-form text from technicians’ notes to create deeper observations and solutions that can be put into action by service leaders.

Shahar Chen, CEO and Co-Founder                                               

“Experienced service talent is tough to find. This is why we’re here to help you transform service from mere maintenance into an experience your customers won’t forget.”