Turn the allocation of people, costs, and decisions into a 'weapon' that can be used in daily operations.
Sweet PPM is a domestically produced WFM (Workforce Management) specifically designed for call centers. It is not just a WFM tool. While traditional WFM tends to focus on "forecasting" and "shift creation," Sweet PPM is a WFM platform that seamlessly connects "forecasting, allocation, daily operations, and improvements." Transform daily operational decisions into "effortless management." From forecasting to improvement on "how many people are needed at what time." ▼▼▼ Sweet PPM smartly cycles through the following five steps. STEP 01: Read Demand Understand in advance how many people are needed at what time through call volume forecasting and analysis. STEP 02: Allocate People Design multi-skill schedules considering skills, conditions, and preferences. STEP 03: Manage the Day Real-time visualization of fulfillment and non-fulfillment through CTI integration. Immediate corrections. STEP 04: Make Decisions in Meetings Decision-making based on differential analysis. Transition from reporting meetings to improvement meetings. STEP 05: Apply for the Next Time Feedback into forecasting and planning. Improvements circulate.
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basic information
**Six Core Functions of Sweet PPM** - Call Volume Forecasting (Practical Predictions) ⇒ Can be tailored to the maturity level of the center. There will be no "too advanced to use" or "too simplistic to be sufficient." - Service Goals and Required Personnel Calculation ⇒ Automatically calculates the necessary personnel based on service levels, operational rates, absenteeism rates, and productivity goals. It maintains structure even with multiple organizations and vendors. - Schedule Creation ⇒ Incorporates "real-world adjustment tasks." It is not merely automated generation. - Process Management Flow ⇒ The greatest strength of Sweet PPM. Progress is visualized from forecasting to closing processes, preventing reliance on specific individuals. - Same-Day Reforecasting ⇒ Adjusts operations based on the discrepancy between actual call volume and forecasts, focusing on operational cycles rather than monthly planning. - Status Monitoring (Actionable Monitoring) ⇒ A screen designed not just for "viewing" but for "acting."
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Applications/Examples of results
Use Cases CASE 1 By simply using Sweet, you can understand everything needed for contact center operations. CASE 2 Since it is not a fixed seating arrangement, we had to consider the seating chart for the next day every day. Now, we leave everything to Sweet. CASE 3 Just by monitoring employees' work status and making that information open, the response rate improved. CASE 4 We can no longer go back to managing with Excel as we did before. CASE 5 With just a few clicks, you can create a fair and efficient schedule (work plan).
Company information
Our company consists of the System Development Division, Network Solutions Division, and System Management Division, and we are expanding our business. We specialize in development for core business operations tailored to our customers' needs. Since 2004, we have been developing our own resource management software for contact centers, the "Sweet Series." With a deep understanding of Japan's complex employment situation, we offer user-friendly and feature-rich solutions. Our extensive track record of implementation in large domestic contact centers, along with stable operation, is one of our strengths that has received positive feedback. Please feel free to contact us if you have any inquiries.
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