Worldwide TechServices Increases End-User Satisfaction with Enhancements to Call Tracking, Parts Management and Technician Dispatch System

TEWKSBURY, Mass., May 26 /PRNewswire/ -- Worldwide TechServices, a global leader in delivering technology services and solutions, announced today that it has redesigned its Worldwide Information Technology System (WWITS), adding advanced features and even greater efficiency to the custom-built, completely integrated field service management system.  The acclaimed system provides real-time updates on global parts provisioning and positioning, workload balancing, service event status and escalations, technician positioning, and global reporting and analysis.

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In order to maintain its high standards of efficiency, tracking and organization, Worldwide TechServices continues to improve WWITS to enhance client service and speed time-to-resolution.  The system now leverages GPS technology to automatically track technicians en route to a service location and determine their ETA.  If they are going to be late, a call agent is immediately notified to call the end-user with a new arrival time, helping to manage customer expectations and improve overall satisfaction.  

Additionally, WWITS features:

• Seamless, real-time integration with clients' CRM and call tracking systems.  WWITS is easily customized to meet and track various requirements for SLAs, ETA or other service event milestones from around the globe.  
• Tracking of each and every milestone throughout the service event lifecycle from opening and scheduling of the call, through the technician visit, to any required post-visit follow-up.
• End-to-end parts management that integrates UPS and FedEx data to achieve a market-leading parts return rate of 98 percent.  WWITS efficiently manages more than seven million parts annually, saving clients millions of dollars every year.  
• Systematic technician dispatch based on the location and skill sets of more than 6,000 technicians and partners worldwide, ensuring service requests are handled by the next-available, most-qualified technician in the area.  
• Time block scheduling that lets clients choose a narrow window of time for technician service and schedule service calls online.
• Extremely accurate expense validation that uses mapping technology to calculate mileage and eliminate inflated expense charges.
• Detailed global reports and analysis that allow clients to continuously improve delivery requirements, alert them to potential product problems and anticipate future maintenance requirements.

"Delivering expert service efficiently, and in a manner that meets end-user expectations, goes a long way in creating a positive customer experience and building brand loyalty," said Brendan P. Keegan, President and CEO.  "During the past 50 years, we've earned our reputation for superior service by building and continuously improving our call tracking, parts management and logistics systems.  Built from the ground up by our process and technology experts, the latest version of WWITS enables us to provide the highest quality and most consistent technology services anywhere in the world."

To learn more about WWITS or to request a demo, please visit www.wwts.com or call 1-800-516-1301.

About Worldwide TechServices

Worldwide TechServices is the global leader in delivering technology services and solutions.  The company provides infrastructure and professional services to the world's leading technology providers, outsourcers, enterprises, small businesses and consumers. Over 3,000 employees service more than 3 million PCs, printers, servers, satellites and LCDs each year in over 50 countries. For more information, please visit www.wwts.com.

SOURCE Worldwide TechServices