Right People, Right Place, Right Time, Right Parts: Achieving Customer Service Request Excellence

San Francisco, California – September 17th, 2014 – Blackstone Technology Group, a global IT services and solutions firm will join E2open, at the ClickSoftware hosted conference, ClickConnect 2014, September 15th – 17th, 2014 at the Loews Coronado Bay Resort in San Diego, California.

E2open is a leading provider of cloud-based, on-demand software solution enabling enterprises to procure, manufacture, sell, and distribute products more efficiently through collaborative planning and execution across global trading networks.
ClickConnect 2014 is the leading business and educational conference focused entirely on mobile workforce management and brings together attendees from all over the world for one global event.

Companies that dispatch field technicians to fix customer equipment and devices—including consumer and business systems—face a dual challenge: Making sure the right field service technician and parts arrive at the right place and the right time. Both ecosystems feature dynamic variables. Changes in one have dramatic effects on the other.

When managing field technicians, their skill sets as well as their location, availability must be considered. For parts, location and arrival time must be determined, and these depend heavily on supply chain networks that may consist of hundreds of manufacturers, distributors and logistics firms that must all perform efficiently for parts to arrive as expected and required. Making sure the correct parts and field technician arrive as promised to the customer site thus presents an intricate challenge—which grows ever more complex with large field-technician pools and wide ranges of systems and parts.

John Keast, Managing Director, Digital Transformation at Blackstone Technology Group, brought together industry leaders ClickSoftware and E2open to develop a value proposition powered by their respective technologies that help companies continuously resolve the challenges of scheduling field technicians and coordinating the arrival of necessary replacement parts and adopting the “Right People, Right Place, Right Time, Right Parts” approach to drive customer service request excellence to the next level.

For more information including obtaining the white paper titled “Right People, Right Place, Right Time, Right Parts: Achieving Customer Service Request Excellence,” click here.