Indicator monitoring added to service area

Telões instalados nas 22 filiais da Perto ficam permanentemente ligados com os indicadores dos terminais de atendimento em operação e são apresentados a todos da área de prestação de serviços, desde os coordenadores, líderes até os assistentes. Os coordenadores e líderes, em suas estações de trabalho, podem clicar sobre determinados itens para detalhamento da situação, ampliar a visão e melhorar a tomada da decisão. A gerência e os supervisores têm a visão geral, mas podem também checar aos detalhes. Assim, é possível visualizar instantaneamente a gestão dos técnicos sobre suas disponibilidades de agenda, rotas e expertise, além do comportamento do parque de máquinas instalado.

Com o monitoramento on-line das operações implantado em junho de 2016, um dos principais beneficiados é o próprio cliente. O gerente de Suporte e Serviços da Perto, Ivan Medina, diz que houve ganhos na eficiência do trabalho realizado e que se traduzem em melhor desempenho dos técnicos, acordos de nível de serviço satisfatórios (SLA), menor reincidência e logística de peças mais ajustada. O monitoramento em tempo real tornou mais visível e instantâneo o comportamento dos recursos empregados nos atendimentos e os resultados obtidos, possibilitando elevar a eficiência para melhor entrega de serviços aos clientes.

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