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.
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S
Problem
- Broken lines of sponsorship and business accountability
- Poor communications on use and goals
- No consistent configuration
- No strategic plan
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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
fproductivity up
11.9%
Ucost per mile down
15%
Preturns home down
27%
Bspeeding 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.
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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
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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
fproductivity up
18.3%
8Auto Routing up
80%
&MTR down
20%
Dtravel time down
24%
WFM Replacement
Our client had an aging workforce management system that was expensive and not meeting the business needs.
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S
Problem
- Increase job completion %
- Reduce the number of technician pre-calls
- Improve auto-routing job %
- Improve on-time customer arrivals
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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
IJob Completion up
35%
LTech Pre-Calls down
90%
VOn time arrival up
25%
8Auto Routing Up
35%