What workflow systems can be evaluated using the ValueNetworks.com Enterprise application and service?

The Enterprise Edition can be used for evaluation of any workflow components that can provide, in a single query, information such as case ID, case status, user ID, and time stamps. The Enterprise Edition can support any functional area such as customer support case workflows, logistics, supply chain, production, Service Level Agreement (SLA) management, sales management, marketing, etc.

How many work products are considered in the Prediction Report?

Every work product requires configuring a unique Prediction Report because network configuations differ by product. Should regional, seasonal, time window, or departmental differences exist these will require unique Prediction Reports as well. Each Enterprise Edition license allows one work product configuration and one user. Costs for multiple configurations are lowered significantly with a dedicated server solution.

What if I want to see multiple work products in my Prediction Report?

You need one Prediction Report per work product. Each Prediction Report is secure and is available to one or more licensed users. A licensed user may view an unlimited number of Prediction Reports (which are handled the same way as groups in the ValueNetworks.com application). The Prediction Report is generated in Microsoft Excel (license purchased separately) and can be circulated and edited at will.

What if I have many work products? Is there a more economical solution?

If you are working with more than 10 products or Prediction Reports we recommend purchasing our dedicated server solution, accessible either via the SaaS solution or hosted inside your firewall. Each dedicated server allows you to set up an unlimited number of Prediction Reports with multiple licensed users. 

How does the implementation work?

The solution is implemented by a qualified ValueNetworks.com integration partner, who has understanding of the context and may or may not work on site. ValueNetworks.com supports that integration partner to configure the solution.

How quickly can we install this solution?

We or our integration partner will work with you to develop timelines, milestones, and details of all deliverables. Estimate for a work product configuration completion is 10 working days.

Does installation require your team onsite?

It is rare that any travel to your site will be required for work product configuration and license setup. Enterprise Edition licenses for multiple products that require a dedicated server implementation are more likely to require a minimal amount of onsite work. Should any travel be necessary, all travel expenses for airfare, ground, meals, and accommodation will be billed as reimbursable expenses and are not included in pricing.

What is the typical role required in the customer organization to configure and work with the solution? What is the minimal amount of process knowledge and performance management (or SLA management) needed to comprehend this solution?

The solution is designd to be used by non-expert assistants to Customer Support or case management. It can also be used by analysts. No specific process knowledge or SLA management skills are needed to comprehend the solution on an operational level. Users simply click on an on-screen button in the application to get the Prediction Report. Using the solution requires about ten minutes of work to generate each Prediction Report. Training to do this, which is provided rwith the implementation, is accomplished in a hour or two.

How is the solution recalibrated?

Recalibration takes approximately two working days and requires 12 months of data. The solution is recalibrated by ValueNetworks.com for a services fee. The dedicated server implementation allows your own analysts to recalibrate the solution.

Can I explore cases in more depth?

Yes. Each case processed through the Enterprise Edition is available to explore separately if desired. The data is downloadable to a spreadsheet that can be edited and uploaded for further analysis. Each case also can be processed with the standard features, functionality, analytics, visualizations, and reports of the ValueNetworks.com. application.

Is the analysis "real-time"?

Experienced users can create the Prediction Report within 10 minutes of accessing your workflow application query data.

What languages are supported?

Data drawn from workflow applications and used in the ValueNetworks.com application can be in any western language. The Prediction Report Excel input and output templates can also be implemented in these languages.

Can the reports show groups of work products? Sometimes in the course of troubleshooting, comparison is critical.

The Prediction Report can be configured to track multiple case attributes such as work products, regions, etc. In the initial configuration stage those that can be grouped are identified. Some should not be grouped because their network performance patterns are not sufficiently similar.

Is there a way to multi-track attributes? For example, can the Prediction Report be configured to track the support ticket being worked on and the client being updated? Can the report be configured by a generic problem?

The Prediction Report can be configured to track all the key attributes of a case, such as location, team, severity level, initial solution script applied, etc. A specific type of problem can be tracked like any attribute.

How are shift changes and multiple workers handled?

The Prediction Report is configured in a time window in the case life-cycle. The time window begins after First Call Resolution (First Level Support) has not been successful. The time window closes when the case is resolved and the incident management process is closed. All changes of workers are handled based on their employee identifier.

The solution appears to work best with client environments where there is a workflow system in place that tracks customer cases or work packages and assigns workers or teams that must provide a solution. Is this correct?

Yes, this is an ideal environment for the solution. The number of people or participants involved in a case is one of several factors considered when configuring the analysis engine. Other dimensions are performance requirements, cases status changes, and other case attributes that may be defined as relevant in the configuration phase. Additionally network indicators themselves are considered for relevance (reciprocity, resilience, value creation, etc.) when configuring the analytic engine 

Can the Prediction Report become a training aid for employees and a process improvement tool for managers - so the longer it's used, the fewer failures are predicted?

Cases that are flagged as being at risk can be examined in detail with the standard functionality of the ValueNetworks.com application. Performance issues can be identified from the perspective of work organization, roles, processes, and specific interactions. With training, this deeper examination of at-risk cases allows employees to see and correct pending performance issues more easily. The goal should be to continuously reduce the number of at-risk cases.

Does the Enterprise Edition include the full functionality of the Professional Edition as well?

Yes, absolutely! Full details about the features of the ValueNetworks.com application are here.