eg’s software gives users access to historic, real-time and predictive Management Information about all the factors affecting operational performance.  It provides capacity planning, forecasting and modelling capabilities which enable organisations to make the right operational decisions to effectively measure, manage and improve business operations on a day-to-day basis, as well as forecast for the long term.

The new modules of the suite, eg work manager® v5.1.0 and eg operational intelligence® v2.1.0, improve the efficiency of the key daily functions users undertake, including:

• Work allocation
• Quality
• Reporting & Dashboards
• System Setup & Administration

Tony Lynock, Head of Software, said: “With over 41,000 users of our software across the world, eg’s priority is to continuously improve the functionality of our products to ensure our customers’ needs are met.  eg work manager® v5.1 and eg operational intelligence® v2.1 build on the features of our last major product release and are the platform for the development of our strategic next generation of web-based products.”

Since the release of eg work manager® v5.0 and eg operational intelligence® v2.0 eg experienced the fastest new take up of a new product release in the company’s history.

The new product releases will support customers implementing eg’s software for the first time and those currently using existing versions of the software suite.

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For more information or to arrange a demo, please contact Catherine Staite, Communications Manager at eg, on +44 (0) 1785 715772, email catherinestaite@eguk.co.uk or visit www.eguk.co.uk.

About eg solutions plc

eg solutions plc is a global operations management software company. Our software provides historic, real-time and predictive Operational MI.  When implemented with our training programme for managers and team leaders to use this intelligence, we guarantee improvements in operational results in short timescales.

eg’s proprietary software package eg operational intelligence® has been developed and refined over the last 18 years and forms a comprehensive work, resource and performance reporting tool. It enables clients to gather information about the key factors affecting performance and using eg’s operational management techniques identify appropriate decisions and actions that improve efficiency and reduce costs within weeks.

Additional modules of the suite include: eg activity manager™, eg work manager® work scheduler; eg work manager® archiving and eg operational intelligence® data views.  eg’s software can be implemented to individual users’ desktops or be deployed using Software as a Service.

eg solutions plc [eg], the global operations software company, recently launched a new module of its proprietary eg operational intelligence® software suite. eg activity manager™ complements eg’s existing software by helping users measure non-core areas and understand actual activity and time spent on tasks at a more granular level.

eg activity manager™ is a dynamic web-based measurement tool designed to enable businesses to record the actual time individuals and teams spend on work related and other activities. It can be used to determine the time spent on tasks, sets of tasks or end-to-end processes and also the time spent on ‘indirect’ activities such as meetings and training.

Elizabeth Gooch, CEO of eg, said: “Whereas other modules of our software suite are aimed more at core processing areas of customer services operations, eg activity manager™ has been developed specifically for non-core areas. This means that teams such as Human Resources and Finance, traditionally seen as undertaking the type of tasks which are difficult to quantify, can now also be measured on their operational efficiency.

“The current economic climate has seen organisations across every industry look at cutting costs – in eg’s experience their objective is one of two options: either doing the same volume of work with less staff or doing more with the numbers they have got. If you don’t measure and monitor what your people are doing, your ability to make these important decisions and manage your teams is limited. Importantly, there is a higher salary cost associated with people in non-core teams, therefore the value of implementing eg activity manager™ can be even greater than implementing other modules of the eg operational intelligence® software suite in core processing areas.”

eg’s software has been developed and refined over the last 18 years and forms a comprehensive work, resource and performance reporting tool. It enables clients to gather information about the key factors affecting performance, thereby enabling them to make appropriate decisions and take action to improve efficiency and reduce costs in weeks – guaranteed.

eg’s clients can also use the newly developed eg activity manager™ in the following additional ways:

• Any form of work measurement activity where accurate ‘real time’ operational metrics are needed
• Obtaining the core data for Six Sigma programmes and BPR analysis
• Developing measures where the actual time spent is key (e.g. telephone servicing areas where time is spent talking to customers, or the rate at which back office process are completed needs to be monitored)
• Business functions where time spent on particular activities or customers needs to be accurately recorded for costing or charging purposes.

To arrange a demo or for further information, please contact Catherine Staite, Communications Manager, on +44 (0) 1785 715772 or email catherinestaite@eguk.co.uk.

The eg operational intelligence® software suite (incorporating eg work manager®) is a work, resource and performance reporting tool that allows users to gather information about the key factors affecting performance and, using eg’s operational management techniques, implement actions that dramatically improve customer service and reduce costs within weeks.

eg’s solution is applicable to call centres across a range of sectors including telecoms, banking, insurance, retail, local and central government, legal, marketing and non-governmental organisations – in fact it can be used by any service provider where customer service involves a range of work types including telephone, white mail, email, SMS and interactive TV.

In the call centre environment eg advocates the use of eg operational intelligence®. This can be used in addition to existing workforce management solutions to:

• Reliably track the detail of call types received
• Provide visibility of all work received and outstanding, allowing quick response to chase up calls, such as “have you received my….”
• Immediately access work handed off to other areas or being processed in back offices
• Provide greater clarity around individual performance which can be masked by the more traditional measures of talk time, wrap time and the number of calls handled

Call centres are increasingly at the forefront in the overall service strategy for end customers. The current technologies used in the call centre environment do not provide the full picture of the customer experience. There are usually significant “black holes” where the customer experience is left very much to chance. eg operational intelligence® creates a positive and dynamic link between call centre activity and the downstream administration tasks handled by other areas of the business and gives organisations the ability to measure end-to-end customer experience from first receipt of a call to the full satisfaction of customer requests. Whilst providing improved service for customers, organisations can also dramatically reduce the costs of that service too.

With a front-end screen integrated with existing call centre systems, the software provides the ability to easily capture, view and manage all work received and outstanding in real-time, allowing for quick resolution of chase-up calls. It also offers functionality that compares the forecast schedule of resources produced by workforce management solutions with actual performance data. This feedback loop frequently demonstrates the excess in-built capacity that current call centre tools suggest is required to handle anticipated call arrival patterns. Because eg operational intelligence® operates in real-time, management can take immediate action to use this spare capacity more productively, for the benefit of the end customer or the organisation, thereby achieving a more efficient use of its resources.

eg solutions’ software combined with the eg principles of operational management® also enables call centres to measure process performance to enhance existing telephony data and create a greater understanding of supplier vs customer demand. As a result, one client with a 2000 seat call centre saw call traffic reduce by 35% purely through achieving greater synergy and team working between call handlers and processing teams.

Another of eg’s clients, a Business Improvement Manager, from a major UK general insurer states: “With eg’s help, we have developed our contact centre offering for the first time and have the ability to look at end-to-end performance. We have been able to free up resources so we are now doing more work with the same number of staff. eg has helped us to create synergy across our locations – everyone speaks the same language, which means they understand the same goals and are moving forward in the same direction. If we get it right for our people, they will get it right for our customers.”

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eg’s proprietary software suite, eg operational intelligence^®, incorporates eg work manager^® and eg operational intelligence^® to provide a high level Operations MI overview for Senior Managers, Directors and Department Heads. Both eg work manager^® and eg operational intelligence^® have been enhanced with new features and functionality. The web-enabled applications ensure users have the right competencies to focus on the designated work at the correct time, they also provide a centralised view of all work irrespective of source to form part of the strategic IT platform of the business and to augment existing technologies.

“Our flagship product, eg operational intelligence^® supports our vision for global, virtual operations management and provides absolute consistency in work, resource and performance management across all locations of a client’s business. The product has the capability to manage operational performance from anywhere in the world via the Internet. Major new releases of eg work manager^® and eg operational intelligence^® have incorporated the ability to integrate inputs from a wide variety of sources including paper, voice and image-based documents.” Elizabeth Gooch, CEO, eg solutions.

The suite can be effectively integrated with BPM, CRM, ERP and other core processing packages allowing users to view and analyse Operations MI for either the whole or specific units within a business organisation wherever they are based throughout the world. It identifies customer expectations and schedules and allocates work according to requirements, monitors performance and identifies improvement priorities based on the gaps between anticipated and actual performance.

The operational performance management and reporting tool, eg work manager^® allows a company to plan and forecast future skills and staffing requirements and to schedule and allocate work according to skills and train according to business need. The product tracks and manages the quality of work, particularly across different locations and allows for evidence of staff training and competence for compliance. It also reports on throughput, service, quality, skills, productivity and costs and produces real-time management information by individual team or whole department whenever it is required.

With users including Co-operative Financial Services, Norwich Union, HBOS, UISL and Legal & General, eg’s software is tried, tested and proven.

“eg were tasked with improving the operational effectiveness of Co-operative Financial Service’s Customer Service Centre. What they have given us is a clear view for operational management across all work types through its tool, eg operational intelligence^®. My management team are now able to see the overall department position for the first time and can make business decisions accordingly. We are able to understand and make changes to the benefit of the customers. All of this means that our number one concern, our customers, now receive more consistent and effective Customer Service. Their requests can be processed quickly and efficiently and they only have one place to go. The department now has the capability to provide an enhanced end-to-end customer experience.” Andrew Swinley, Head of Banking Services, Co-operative Financial Services

“We operate in a market that is replacing the gut instinct of management with the hard facts provided by Operations Management software. With eg’s software suite we guarantee our clients will achieve dramatic improvements in efficiency. We are demonstrating that our software and methodologies can generate these efficiencies in many different markets – both in the UK and abroad.” Rodney Baker-Bates, Chairman, eg solutions plc.

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