servicepower
SERVICEPower Create and Maintain Optimized Service Schedules
Field service operations are focused on increasing efficiency, flexibility, and productivity, while simultaneously reducing the cost of delivering that service. The reality is that most field service managers spend their days managing crises in the dispatch center, chasing field personnel delayed on site, and placating customers who either have, or feel they have, been badly let down. ServicePower helps service organizations work smarter, not harder. By using state of the art optimization technology we automate the creation and maintenance of optimal service schedules. In order to schedule in an optimal way, your dispatchers need to make fast decisions based on numerous constraints: cost of service, field resource skills and availability, overtime, travel times, etc. By automating your field service scheduling with SERVICEPower you can help ease the burden of this decision making process—freeing up your dispatchers to switch away from fire-fighting and focus their valuable experience on ensuring your provide the best possible service to your customers. With ServicePower’s workforce optimization software making the scheduling decisions for you, your service operation will benefit from: Increased efficiency in the call center and dispatching function • • • •
Intelligent appointment booking that helps the call taker meet the customers preferences while ensuring an efficient appointment for the service delivery operation Increased dispatcher productivity Improved capability to respond to short SLA jobs Appointments offered, jobs booked, and schedules built—all at the lowest possible cost
Increased field resource productivity • • • • •
Increase in completed number of jobs per day per field resource Reduction in travel by over 10% Reduction in field resource idle time Decrease in the use of overtime and sub-contractors Improved first-time-fix rate
Improved customer service levels • • • • •
Reduced talk time and confirmed appointments Reduction in no-shows Improved conformance to SLAs Consistent service delivery The capability to deliver differentiated service levels
Improved management control and visibility • • •
Enhanced visibility of the service operation at all levels Automatic alerts to potential jeopardy Improved and consistent processes throughout the company
SERVICEPower
Create and Maintain Optimized Service Schedules
STREAMLINING YOUR SERVICE OPERATION The challenges of using semi-automated processes Using manual or semi-automated scheduling and dispatch systems often involves constant fire-fighting in the job booking and dispatch processes.
• • • •
Customers frustrated at the length of time it takes to place a call Many hands building and refining the schedule throughout the day—call takers allocating work, dispatchers reviewing and revising schedules, field resources making further changes to get the travel and sequence right Field managers frequently interrupting and dragged into resolving resource and job allocation issues Too many lines of communication to customers and field resources—timewasting and confusing for all involved
The result of all this is often an increase in costs as the whole process has become too labor intensive. While costs are increasing, productivity has declined as the schedules are continually being altered, which increases travel time between jobs and ultimately reduces the number of jobs field resources can complete in a day. Not only that, but you will also be dealing with customer dissatisfaction Due to missed appointments and a low first-time-fix rate. This will eventually lead to a higher rate of customer churn to your competitors.
SERVICEPower Create and Maintain Optimized Service Schedules
The benefits of using SERVICEPower’s automated processes
In the call center Fault calls are booked quickly and allocated automatically based on your business priorities, with none of the precious response time lost on waiting for the job to be scheduled. For the customer Customers now have a choice of appointments and how they can book them—either online or via the call center. This offers them a real choice in the way they receive their services and ensures that the company keeps their cost of service delivery as low as possible For the dispatchers The dispatchers are now being used much more efficiently, with the majority of the job allocation and scheduling being done totally automatically, with no manual involvement. By automating the scheduling, the focus of their work is also shifted and refined to service delivery work, which allows dispatchers the time to address any serious service delivery issues as they arise. Improving the schedules By automating the scheduling process, you can ensure that future schedules are of much higher quality. • •
Jobs are dispatched automatically to field resources in the best possible sequence and based on real job durations Travel times are based on real road journeys, appropriate to the time of day
The result Automated scheduling won’t cure all ills, but it will give you a more productive field organization and call center. You will see an increase in revenues and a reduction in costs resulting in a return on your investment within a year of implementation. Not only that, but your organization will become more competitive and will retain the loyalty of those customers who might previously have been lost to the competition.
SERVICEPower
Create and Maintain Optimized Service Schedules
FINANCIAL BENEFITS ServicePower clients have achieved significant benefits with short implementation timescales. These are some of the improvements gained by our clients: •
Telephone engagement time reduced by up to 40%
•
Dispatcher productivity increased by up to 80%
•
Field productivity increased by up to 23%
•
Service delivery costs reduced by up to 20%
•
Big reduction in the reliance and cost of overtime and sub-contractors
CONTACT US Please visit our Web site to find out more about ServicePower and our solutions: www.servicepower.com or call us directly. Annapolis, MD, U.S.A.
+1 (410) 571 6333
Louisville, KY, U.S.A.
+1 (502) 719 4377
Stockport, England
+44 0(161) 476 2277
Field service operations are focused on increasing efficiency, flexibility, and productivity, while simultaneously reducing the cost of delivering that service. The reality is that most field service managers spend their days managing crises in the dispatch center, chasing field personnel delayed on site, and placating customers who either have, or feel they have, been badly let down. ServicePower helps service organizations work smarter, not harder. By using state of the art optimization technology we automate the creation and maintenance of optimal service schedules. In order to schedule in an optimal way, your dispatchers need to make fast decisions based on numerous constraints: cost of service, field resource skills and availability, overtime, travel times, etc. By automating your field service scheduling with SERVICEPower you can help ease the burden of this decision making process—freeing up your dispatchers to switch away from fire-fighting and focus their valuable experience on ensuring your provide the best possible service to your customers. With ServicePower’s workforce optimization software making the scheduling decisions for you, your service operation will benefit from: Increased efficiency in the call center and dispatching function • • • •
Intelligent appointment booking that helps the call taker meet the customers preferences while ensuring an efficient appointment for the service delivery operation Increased dispatcher productivity Improved capability to respond to short SLA jobs Appointments offered, jobs booked, and schedules built—all at the lowest possible cost
Increased field resource productivity • • • • •
Increase in completed number of jobs per day per field resource Reduction in travel by over 10% Reduction in field resource idle time Decrease in the use of overtime and sub-contractors Improved first-time-fix rate
Improved customer service levels • • • • •
Reduced talk time and confirmed appointments Reduction in no-shows Improved conformance to SLAs Consistent service delivery The capability to deliver differentiated service levels
Improved management control and visibility • • •
Enhanced visibility of the service operation at all levels Automatic alerts to potential jeopardy Improved and consistent processes throughout the company
SERVICEPower
Create and Maintain Optimized Service Schedules
STREAMLINING YOUR SERVICE OPERATION The challenges of using semi-automated processes Using manual or semi-automated scheduling and dispatch systems often involves constant fire-fighting in the job booking and dispatch processes.
• • • •
Customers frustrated at the length of time it takes to place a call Many hands building and refining the schedule throughout the day—call takers allocating work, dispatchers reviewing and revising schedules, field resources making further changes to get the travel and sequence right Field managers frequently interrupting and dragged into resolving resource and job allocation issues Too many lines of communication to customers and field resources—timewasting and confusing for all involved
The result of all this is often an increase in costs as the whole process has become too labor intensive. While costs are increasing, productivity has declined as the schedules are continually being altered, which increases travel time between jobs and ultimately reduces the number of jobs field resources can complete in a day. Not only that, but you will also be dealing with customer dissatisfaction Due to missed appointments and a low first-time-fix rate. This will eventually lead to a higher rate of customer churn to your competitors.
SERVICEPower Create and Maintain Optimized Service Schedules
The benefits of using SERVICEPower’s automated processes
In the call center Fault calls are booked quickly and allocated automatically based on your business priorities, with none of the precious response time lost on waiting for the job to be scheduled. For the customer Customers now have a choice of appointments and how they can book them—either online or via the call center. This offers them a real choice in the way they receive their services and ensures that the company keeps their cost of service delivery as low as possible For the dispatchers The dispatchers are now being used much more efficiently, with the majority of the job allocation and scheduling being done totally automatically, with no manual involvement. By automating the scheduling, the focus of their work is also shifted and refined to service delivery work, which allows dispatchers the time to address any serious service delivery issues as they arise. Improving the schedules By automating the scheduling process, you can ensure that future schedules are of much higher quality. • •
Jobs are dispatched automatically to field resources in the best possible sequence and based on real job durations Travel times are based on real road journeys, appropriate to the time of day
The result Automated scheduling won’t cure all ills, but it will give you a more productive field organization and call center. You will see an increase in revenues and a reduction in costs resulting in a return on your investment within a year of implementation. Not only that, but your organization will become more competitive and will retain the loyalty of those customers who might previously have been lost to the competition.
SERVICEPower
Create and Maintain Optimized Service Schedules
FINANCIAL BENEFITS ServicePower clients have achieved significant benefits with short implementation timescales. These are some of the improvements gained by our clients: •
Telephone engagement time reduced by up to 40%
•
Dispatcher productivity increased by up to 80%
•
Field productivity increased by up to 23%
•
Service delivery costs reduced by up to 20%
•
Big reduction in the reliance and cost of overtime and sub-contractors
CONTACT US Please visit our Web site to find out more about ServicePower and our solutions: www.servicepower.com or call us directly. Annapolis, MD, U.S.A.
+1 (410) 571 6333
Louisville, KY, U.S.A.
+1 (502) 719 4377
Stockport, England
+44 0(161) 476 2277
