SPL World Offers CRM Scheduling Add-On

San Francisco, October 19, 2006 – SPL WorldGroup has introduced a mobile resource scheduling and optimization application, the SPL Enterprise RealTime Scheduling as a CRM add-on.

The enterprise scheduling application, designed for companies with large field-service workforces and specialized logistical requirements, was previously marketed in the UK under the name Sidewinder.  It is part of the commercial UK and Australian operations that SPL acquired in May of this year from Sidewinder Holdings Ltd.

In early August Pacific Gas & Electric Company, one of the nation’s largest combination natural gas and electric utilities, went live with an upgrade of SPL Customer Care & Billing software.

PG&E also replaced an existing CRM application with SPL CC&B’s Practical CRM software, which gives utility companies the specific CRM functions they need.

Tom King, President and Chief Executive Officer for PG&E Company, said the SPL CC&B application "improves access to customer information and supports SmartMeter billing, automates manual processes and reduces errors. These enhancements will allow our customer service representatives to provide customers with improved and more consistent service."

Last October SPL WorldGroup announced that the Hawaiian Electric Company selected SPL to deliver an integrated software product comprised of SPL Outage Management System and SPL Mobile Workforce Management.

These pre-integrated tools will help HECO more efficiently manage outage and restoration activities as well as improve the accuracy and timeliness of outage information communicated to customers, according to HECO officials.

SPL ERTS, an intelligent platform which a company can integrate with its core business processes, uses the latest "on the ground" information to automatically re-schedule and re-route field resources as circumstances change, all in real-time. 

Scott Miller, SPL’s Executive Vice President & General Manager for EMEA, said that while many companies have invested "significantly" in the front-end processing operations for customer service requests, namely their call centers, they should now focus on enhancing the efficiency of their field-based resources.

David Sims is a contributing editor for TMCnet. For more articles please visit David Sims’ columnist page.