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| ServiceForce focuses as much on the management of the service being provided as we do the delivery of the service. We take a balanced performance approach to everything that we do, especially when it comes to equipping our crews, vendors and management team with the latest tools, technology and training.
The most important result of effective performance management is the assurance that corporate goals for quality, customer satisfaction and financial benefits are achieved and maintained over the term of the contract. If we are not delivering the results required by the performance of the contract, everyone loses. It is in the best interest of all parties concerned to effectively manage change and improve tasks, processes and systems. This ensures that both our client and our company are successful in achieving their mutual economic and corporate goals. The best chance for a successful contract relationship is through effective management of our own processes to eliminate defects and establish a proactive focus for our delivery systems. Operationally, performance management facilitates this improvement strategy; financially, performance management validates, clarifies and facilitates the client-contractor budget management process; and strategically, performance management documentation supports that our mutual corporate goals are effectively achieved and maintained.
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| 24/7/365 National Operations Center |
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| The heart of the ServiceForce integrated management solution is its 24/7/365 National Operations Center. The National Operations Center handles all routine, unplanned and emergency service requests according to pre-determined specifications. Specific ServiceForce duties include:
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Receiving unplanned or emergency service requests and dispatching qualified vendors |
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Instituting planned or preventive maintenance schedules, and tracking performance and fulfillment for 100% completion rates |
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Managing the facility maintenance bid approval process |
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Handling the proposal process |
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Handling all service escalations |
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Receiving, approving, and paying contractor invoices, ensuring full legal and insurance compliance, and compliance with bids and warranties |
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Issuing one consolidated invoice to the customer in the preferred form with the required backup |
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| Electronic Procurement |
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| ServiceForce wants to make electronic procurement quick, simple, and integrated with your daily operations. Through a secure, Web-based portal, we have condensed electronic procurement to one access point for all of your on-line ordering. And as a bonus to you, all your transaction data is stored for future categorization, review, and analysis by store, time period, product, and other important market and product data elements. With ServiceForce's reporting capabilities you can perform predictive budgeting analysis, control rogue spend, identify problem areas, hone products, and develop more effective sales strategies. |
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| Work Order Management and Invoice Aggregation |
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| With ServiceForce, you pay only one invoice for all service events. ServiceForce requires that all work order, service dispatch and resolution information flow through its Web-based, integrated management platform. All information that originates with your service providers is captured digitally and tagged to a specific event.
Whether your vendor invoices are faxed, emailed, or mailed to us, we approve them for compliance with your standards, digitize them, and make them available to you on the Web. We aggregate your invoice and event information, and consolidate it into any style of report you prefer.
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| Web-based Service Dispatch and Management |
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| ServiceForce provides online dispatch and management solutions. As a Service Force user, your facilities personnel will have access to a private, password-protected data site providing real-time access to information such as open calls, preventive maintenance schedules, and work orders. In addition, your personnel will be able to use our Web-based integrated management platform to request service and make timely service approvals for jobs breaching any relevant not-to-exceed level.
ServiceForce will work with your MRO vendors to collect service event information via our automated touch-tone Interactive Voice Response ("IVR") system and/or by faxing forms to our Optical Character Recognition ("OCR") system. Both methods of data collection give ServiceForce the necessary information to continually manage service events and maintain the accuracy of the data via the Web site.
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| Local MRO Product Distribution |
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| In addition to facilities management services, Service Force also manages the purchasing and fulfillment of maintenance, repair and operations (MRO) products to your locations nationwide. Whether it's heavy equipment that coincides with your construction and remodeling efforts or everyday janitorial and housekeeping supplies, Service Force helps you to centralize and standardize MRO purchases. |
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| Electronic Payment Processing |
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| We understand that the best way to keep vendors happy is to pay their proper bills on time. But to make vendors truly loyal requires that you pay them ahead of terms and deposit payments electronically into their bank accounts. Service Force considers the electronic payment process an important value-add for all parties. For the service vendor, where cash flow is most critical, fast payment is naturally appreciated. By using our facility management solutions, you gain the performance benefit of a vendor who values you as a customer. |
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| Remote Monitoring |
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| Many national companies have personnel in the field who spend most of their day visiting locations, handling local issues. The challenge for any field manager is keeping track of the activities in all assigned locations while remaining mobile (in fact, a common complaint among field reps is their inability to visit locations because they're unable to leave their office and computer). Service Force's facility management solutions provide your management personnel with remote Web-based monitoring of all their MRO service events. As a result, field reps remain mobile while more efficiently handling daily service activities and emergency approval requirements. |
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| Performance Based Compliance and Quality Improvement Systems |
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| Only by measuring performance can you manage performance. Consequently, we employ three distinct types of measurement systems: technical, visual, and customer satisfaction. You can measure our performance by analyzing captured data regarding technical defects and conditions of facility cleanliness. All results drive training programs to improve performance and establish a best practice library of tasks, steps and systems.
Daily performance reporting is documented via the IVR and OCR systems. In addition, store managers complete and transmit OCR forms to record their satisfaction with specific performance areas.
ServiceForce has developed a proprietary system that allows us to gather critical performance data in real time resulting in higher and more consistent service levels to your locations. |
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| Risk Management and Compliance |
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| ServiceForce has an in-house compliance department that focuses on all risk management and compliance issues for your locations. This includes verification of proper labor documentation, insurance requirements, sales/service tax laws, etc. |
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| Ability to handle rapid growth |
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| ServiceForce has all necessary resources to implement and sustain rapid growth. All resources are in place to successfully handle the entire customer accounts. This includes the assumption of existing vendors and relationships, self-performing services or placing new vendors when necessary. |
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| Our Commitment to You |
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| We are committed to delivering personalized and best in class services to companies and organizations in retail, hospitality, healthcare, education, industrial, and government market. Contact us today. |
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