eg solutions has launched a new version of its Operations Management Information (MI) software suite. The latest iterations of the products – eg work manager® and eg operational intelligence® – deliver rapid performance improvements in Customer Service Operations allowing for consistency in work, resource and performance management from anywhere in the world.
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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