All while running a
profitable service operation. At the same time, there is pressure to
increase the efficiency and effectiveness of field service
technicians, enhance customer service, and optimize operations.
Ibhar Customer Service provides
a solution that unifies,
streamlines, and optimizes
the entire field service process. As part
of our integrated, service suite, Ibhar provides complete management
of each customer request for service, including allocating,
scheduling, and despatching the right people and resources. We make
it possible for you to deliver world-class service while meeting
your revenue and profitability goals.
Ibhar Customer
Service provides a solution that unifies, streamlines, and optimizes
the entire field service process. As part of our integrated, service
suite, Ibhar provides complete management of each customer request
for service, including allocating, scheduling, and despatching the
right people and resources. We make it possible for you to deliver
world-class service while meeting your revenue and profitability
goals.
With Ibhar
Customer Service, you can:
-
Manage every aspect of your
installed base, with records that are always accurate and up to
date.
-
Optimize your resource
management by matching technician skills to customer needs,
despatching technicians only when necessary, and resolving
matters in a single visit.
-
Lower the cost of providing
service and increase your profitability by using workforce and
inventory more efficiently and employing role-based analytics
that provide critical data about every aspect of field service
performance.
The
core component of the Ibhar Performance Manager solution, consists
of a Microsoft Visual Basic application that uses COM add-ins. These
add-ins support the designing and scripting of Outlook templates
through Microsoft Outlook 2000 folders. Semi-structured data, such
as scheduling, and team-based information is stored in Microsoft
Exchange folders. Structured analytical data is stored in a
Microsoft SQL Server database.
All
key information is consolidated from all users in the Microsoft SQL
database—simplifying analysis and decision making. A Business
Intelligence module incorporating Microsoft Office Web Components
allows super users and managers to build OLAP cubes from current
data that has been extracted from the SQL Server using the SQL
Analysis Manager.
The
solution uses a component-based architecture consisting of a
Presentation Layer, a Business Layer, and a Data Layer.
PRESENTATION
LAYER
The
Presentation Layer consists of a combination of Microsoft and Ibhar
desktop components that provide access to the system. These
interfaces include:
-
Microsoft
Office, including Word, Excel, Outlook, Internet Explorer, and
Office Web components
-
Ibhar
Customer Service module
-
Ibhar
Business Intelligence module
BUSINESS
LAYER
The
core of the system consists of the Ibhar Administration and Workflow
engine. This central configuration and customization module controls
all of the business rules favored by the organization. In
conjunction with the sales engine, which defines all the sales
methodology, this layer also controls the information that is
available to the user. This layer contains additional modules such
as the Business Intelligence module, and the Integration module. The
Business Intelligence module is based on data warehousing and
multidimensional data analysis techniques. Multidimensional cubes
are built from the data warehouse and then made available through
the Analysis Services component of SQL Server 2000. Two-way exchange
of data with other applications—a valuable factor in system
integration can be accomplished using the Ibhar Integration engine.
The engine exposes COM interfaces to update and retrieve data using
a fully traversable object model.
DATA
LAYER
The
Data Layer constitutes the foundation of the system, consisting of a
single data repository residing within a Microsoft SQL Server. The
organization can fully utilize the full range of functions available
through Microsoft SQL Server, including scalability, data
replication, and fault-tolerance.
The
preferred client and server environments includes the following
components:
