Customer Stories

Field Service Success Stories

We’ve been supporting Field Service organizations for more than 15 years.  In doing so, we have a long history of Field Service success stories.

GPS Optimization

Our client was getting very little value from an existing vehicle telemetry solution, we helped them to get it organized and managed effectively.

  • S

    Problem

    • Broken lines of sponsorship and business accountability
    • Poor communications on use and goals
    • No consistent configuration
    • No strategic plan

  • t

    Solution

    • Standardize the use, measurement and support of the GPS solution
    • Leverage Fleet organization to centrally manage the solution
    • Standardize the use, measurement, and support the GPS solution across Field service organizations
    • Track the impact of the technology against capacity and cost metrics


  • f

    productivity up
    11.9%


  • U

    cost per mile down
    15%


  • P

    returns home down
    27%


  • B

    speeding down
    60%

WFM Implementation

Our client had no workforce management solution and needed to right size their organization with offsets gained through efficiencies in the field.

  • S

    Problem

    • Increase number of jobs completed
    • Increase technician self-sufficiency
    • Auto route network assets (IoT routing)
    • Decrease mean time to repair for outages
    • Improve capacity utilization

  • t

    Solution

    • Implement a modern WFM system with enhanced time and skills based routing
    • Improve tool set integration and provide a cleaner UI/UX for both the technician and dispatcher
    • Migrate off of point based work and on to “real time” and learned job duration calculations
    • Centralize exception handling (dispatch) to improve capacity and planning


  • f

    productivity up
    18.3%


  • 8

    Auto Routing up
    80%


  • &

    MTR down
    20%


  • D

    travel time down
    24%

WFM Replacement

Our client had an aging workforce management system that was expensive and not meeting the business needs.

  • S

    Problem

    • Increase job completion %
    • Reduce the number of technician pre-calls
    • Improve auto-routing job %
    • Improve on-time customer arrivals

  • t

    Solution

    • Implement a modern WFM system with enhanced customer self care features
    • Improve tool set integration and provide a cleaner UI/UX for both the technician and dispatcher
    • Align new system routing configuration to meet the business objectives
    • Migrate off of points and onto real-time job duration calculations


  • I

    Job Completion up
    35%


  • L

    Tech Pre-Calls down
    90%


  • V

    On time arrival up
    25%


  • 8

    Auto Routing Up
    35%