Agent segmentation
Firstly we have renamed “Stores” to “Segments” in the Operations Centre, which aligns better with industry terminology to refer to and define customer based segments.
Following this change, the Urbanise platform now allows your Operator agents and Suppliers to be limited to one or more segments so that they only have visibility and access to
requests, orders and jobs in their segments
accounts, locations etc in their segments
Segmentation allows your teams to operate more efficiently so they only have to deal with a subset of requests they are responsible for and have visibility of their segment’s data.
Mobile workforce users are also limited to jobs and appointments within their allowed segments.
Performance management
Urbanise’s performance management capability is updated to align with standard industry practices for weighting scores, reporting metrics and applying performance penalties based on the percentage of a contract’s value.
Performance metrics when added to the platform configuration, defines a weighting (factor), so that one metric can be ‘ranked’ more important than another metric. The weighting factor is applied to the metric’s scores.
Executing the performance report for an Account, allows the operator to set performance bands with associated fees (penalties or bonuses) for each rolled up KPI
Measured KPIs (ie. system calculated metrics)
Internal audits against a supplier (ie. operators that audit jobs done by their supplier)
External supplier audits (ie. supplier’s that audit their own jobs)
The fee is defined as a percentage of a contract’s value (that is, a subscription’s recurring amount). For example, when reporting a monthly period (eg. March 2016) and you filter by a subscription and supplier, the system (refer to image below)
returns the applicable performance results (scores) for each KPI section listed above
calculates the subscription’s “monthly” billing amount (eg. dhs 1000.00)
determines the performance band that matches the performance metric’s overall score (eg. score = 80%, which matches the 75% – 85% band)
calculates the fee by applying the band’s % contract value (5%) of the contract (subscription) amount (dhs 1000.00)
the penalty fee determined in this example for the Measure KPIs would be 5% of 1000.00 = dhs 50.00 for the month of March.
The calculated fee can then be applied to the account as a penalty/bonus, depending on the fee calculated.
Operators can now generate a report in PDF format for printing or sending to customers.
Reporting planned jobs
The Operations report of all Planned Jobs provides more information about the jobs in the table of results which can be exported for your own analysis. The report includes each job that is due during the filtered period and shows which location, asset details and when the job was due, completed including how many days overdue it was/is.
The Operations report of Completed Planned jobs for Assets now includes the Due date of the job and how many days the job was overdue.
Suppliers
Suppliers now have the ability to view the following areas in the Operation Centre:
Locations – access to limited location data within the Supplier’s segments
Account Work report – flexible filtering and reporting of jobs done by the Supplier and which jobs are outstanding (within their segments)
Account Performance report – reporting on Supplier’s own performance metrics
We have introduced a setting on the Supplier account to restrict their agents from uploading attachments (documents) that are visible to the customer. When disabled the Supplier’s agents will not be able to upload documents to orders and jobs that are visible to the customer.
Filter requests and jobs by customer account
The Operations area allows agents to filter the requests or jobs by customer account. Simply type in the account name, business name or email address to filter for that account.
Requesting date information from customer orders
When specifying questions to ask your customers to answer when ordering service packages in the Store, we have added two new options to allow Future or Past dates, additional to the current “Any Date” option.
