For nearly 20 years, ServiceSPAN, a privately owned software company, has been providing work center automation software products and solutions to wireline, wireless, cable and satellite communications service providers (CSPs).

Our software is typically deployed in back-office operations work centers where reducing work item handling times, increasing information flow and simplifying user interfaces are key components of an efficient service fulfillment process.

While there are many definitions and characterizations of what a work center is, ServiceSPAN defines a work center as any organization that is staffed to handle manual service fulfillment tasks. For example, fallout from transaction processing of a service or the service activation itself.

Work center automation software is specifically designed to increase the efficiency of work center processes reducing the cost of operations by eliminating repetitive manual tasks, reducing work item handling times, increasing the flow of information between people and organizations and providing a simplified user interface.

The market for ServiceSPAN’s Work Center Manager automation software is comprised of CSPs that have work centers handling manual tasks associated with service fulfillment. ServiceSPAN views the CSP market based on customer needs and the benefits our product provides in satisfying those needs.

ServiceSPAN targets work centers that handle manual tasks associated with service fulfillment. These work centers tend to be labor intensive and somewhat specialized in the types of work they handle. While the work that comes into these types of work centers is generally driven by due dates, typically it is not required to complete the work while a customer
is waiting.

Since our target customers are CSPs principally in North America and Europe, we use a combination of direct and indirect sales to “penetrate and radiate” the largest CSPs who have multiple work centers. The indirect sales channel is comprised of:

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