Annata´s Case Management Analytics for IDMS 

How well do you manage the moments of truth in your company?

In the literature of Service and Marketing management the moment when the customer actually experiences the service provided to him or her is often referred to as the Moment of truth . The Moment of truth defines the impression the customer has of the company´s service.

Maintaining a high quality of service and tending to customer relationships is a pivotal part of running a succesful company. Most companies today have some form of service as a part of their operation. For some, particularly companies that act as dealerships for complex high-tech products such as cars and heavy machinery, the structure and execution of the service requires complex organisation and specialisation. Work is carried out in different work centers and organised through cases. Case work requires the input from specialised employees and the use of spare parts and tools. It is easy to see that there are multiple factors that need to be taken into account when analysing the performance of service functions. The ideal situation for a service company is to have it‘s customers gain a positive impression during their Moments of truth. At the same time the company should be gaining a profit and managing to utilise it´s resources efficiently while delivering the service. There are many ways to look at service performance depending on the vantage point. Different measures apply depending on the rank and role of those responsible for managing and measuring performance.

Annata´s Case Management Analytics is designed to cater to different needs for measuring performance. It offers a range of analytical capabilities with a comprehensive delivery of relevant information sweet spots to provide insight and aid decision making on complex issues.

Annata´s Case Management Analytics enables a thorough analysis on the margins generated by service operations. Managers can easily spot how efficiently work centers are performing and further analyse the drivers of good or bad performance. How are specific case types contributing to overall performance? Are certain device types a source of problem? Is there a pattern of poor performance linked to specific work centers? Are acceptable service levels being achieved?

On the work center level, generic insights can be deepened and narrowed. Cases can be further analysed and measured on workforce related KPI´s such as efficiency, utilization and productivity. By creating a clear picture of the underlying drivers of local performance within work centers, workshop managers can be alert and make informed and timely decisions.

Some of the possible exploration paths could include :

• analysing case load
• spotting possible idle time in cases
• monitoring usage of spare parts and accessories and the margins they generate
• seeking answers to questions about the contribution of specific maintenance plans to overall margins
• learning about the revenue composition of different cases and casetypes

Annata´s Case Management Analytics provides you with the necessary tools to analyse how you manage the moments of truth!