ServiceForce Work Management System

A Modern Work Management Alternative to Traditional Workforce Management Systems that Empowers Teams and Brings Transparency and Control to the Work Done in Service Organisations

It is accepted that 50% of the work in service organisations is a waste of time and money but the challenge is to find which 50%.  Many leaders struggle to understand what their staff are actually doing, why there is such performance variation from month to month and what is driving process costs.  Because work demand comes into the business in the form of internal and external emails, queries passed on by call centres and workflow items, the content and value of the work is difficult to see.

Effectively and efficiently delivering maximum customer value:

Service organisations want to ensure that their highly skilled people are delivering an effective, efficient and valuable customer experience. Unfortunately, in amongst those tasks that customers value are tasks that detract from that goal and, in effect, steal your people's time. ServiceForce from Expertivity is  an alternative to traditional workforce management systems that helps find those tasks and solves that problem by providing your people with the necessary information & insights to eliminate that waste of time and money. 

Fast, simple cloud-based lean operations management system:

Serviceforce is the first and only cloud-based lean operations work-management solution , specifically designed to empower teams and organisations to optimally manage the complex needs of service and knowledge work organisations . Utilising the principles of lean operations management, it empowers teams with the information and insights required to proactively manage their resources and workload demand.

ServiceForce is a fundamental work management resource in your digital transformation journey:

ServiceForce supports team leads in the identification of non-value-added activities , along with their associated time and cost. It also helps managers and team leads to focus on continuous improvement , with the identification of tasks suitable for your RPA or AI initiatives, making your process even more efficient.

Flexible deployment options:

ServiceForce provides a speedy, flexible deployment roadmap beginning with a standalone deployment requiring no integration with other systems before progressing, as and when required, to a loosely-coupled deployment with a wide variety of case management and/or workflow systems.

As ServiceForce provides a wide variety of insights and information to significantly improve the performance of the organisation's processes , organisations can move to a fully integrated deployment based on the improved process designs or depending on the organisation's needs and requirements. Whether it be a single team, a large multi-team back-office operation or a shared services centre, it is an integrated operation management system that enhances the organisation's capability to take control of its operations and improve its performance in order to exceed its goals and objectives.

ServiceForce Operations Management System Benefits: 

Serviceforce is the first and only cloud-based lean operations work-management solution , specifically designed to empower teams and organisations to optimally manage the complex needs of service and knowledge work organisations. Utilising the principles of lean operations management, it empowers teams with the information and insights required to proactively manage their resources and workload demand.

How does ServiceForce Work?

Serviceforce’s intuitive interfaces, robust data models help staff to effectively plan and manage workload, capacity, and productivity levels.

ServiceForce allows team leaders to develop demand plans for different time horizons, helping them to estimate their capacity and plan for any gaps.

Team leaders and members can quickly see the day’s incoming task load, compare with available team capacity, and make decisions about who will execute the tasks and the volume of tasks that needs to be completed.

Unlike workforce management solutions, our work-management system empowers people to self-manage their work and cooperate with their colleagues across the organisation to improve the overall performance of their organisation.

ServiceForce also allows teams to capture shift working, and even configure bespoke working hours for specific employees.

ServiceForce has a variety of pre-configured indicators to help leaders analyse performances along dimensions such as Cost, Productivity, Hours and Volumes.   These metrics smartly account for individual staff’s skill levels and not everyone is measured using the same yardstick.