As the organisers of the Field Service Solutions Theatre at this year’s Service Management Expo, Field Service News was on hand to speak exclusively to a number of leading industry professionals straight as they stepped off the theatre podium. In...
ARCHIVE FOR THE ‘scheduling’ CATEGORY
As the organisers of the Field Service Solutions Theatre at this year’s Service Management Expo, Field Service News was on hand to speak exclusively to a number of leading industry professionals straight as they stepped off the theatre podium. In this video series we are pleased to bring you the highlights from the Field Service Solutions Theatre.
Here we hear from Simon Spriggs account manager at Exel Computer Systems discussing the various types of scheduling system with a focus on assisted scheduling and why it is important for any field service company to be able to have the ability to get it right first time every time when it comes to dispatch.
As the general public continue to raise their expectations for service call and delivery times to fit within their own personal schedules the ability to make supply and service chains ever more effective and dynamic is likely to be the difference...
As the general public continue to raise their expectations for service call and delivery times to fit within their own personal schedules the ability to make supply and service chains ever more effective and dynamic is likely to be the difference between those companies that thrive and those that are left behind.
Technology is of course a major enabler in allowing companies to meet these demands and Telogis have just launched a further extension of their already comprehensive, cloud-based, location intelligence software platform. The new module is called Telogis Appointment and will be revealed at this years Commercial Vehicle show at the NEC next week (running from the 29th to 31st May) Appointment is the latest addition to theTelogis Route Planning Suite
Telogis Appointment improves customer service by allowing consumers to choose delivery windows that are most convenient for them while also being most cost effective for the deliverer. It helps shipping companies reduce turnaround times by matching delivery slots to customers’ open times to receive goods, and automates ETAs to the receiving parties via text or email – all in real time.
“Businesses that embrace a customer-centric service model and implement mobile and location intelligence technologies aimed at expediting, improving and personalising the customer experience will ultimately grow market share and remain competitive,” said Newth Morris, Telogis co-founder and president, Telogis Route and Navigation. “By providing a higher level of service to their own customers, Telogis’ customers benefit from increased fuel savings, mobile worker productivity and profits.”
Intelligent Appointment Scheduling that Maximises Profitability
When customers interact with online scheduling tools or speak with a customer service representative by phone, Telogis Appointment will provide a choice of available appointments based on pre-determined criteria such as delivery cost, available resources, proximity of existing vehicles and resource capabilities of technicians or delivery specialists.
Telogis’ integrated work order management, routing and scheduling programs provide customer service representatives with optimised appointment times/windows that allow the customer to choose a time that works best for them. This dynamic back-office coordination takes into account factors such as vehicle location, onboard tools, skill sets, routing and schedule, and only presents appointment options that will be profitable.
Telogis Appointment also delivers integration to/from existing Customer Resource Management (CRM) or other customer service portals and initiates a call to/from appropriate applications in order to present profitable appointment options.
An Integrated Platform Approach
Telogis’ platform approach for any mobile enterprise gives customers a seamless, integrated SaaS solution on which to build a more productive, efficient and compliant fleet and manage all aspects of their mobile operations. The Telogis platform combines strategic and dynamic planning, advanced mobile apps that log delivery drivers’ Hours of Service (HOS) and other compliance requirements plus easy-to-build mobile forms, commercial navigation and telematics.
Now in version 6.0, the Telogis Route Planning Suite supports static, fixed-route and territory planning as well as dynamic routing, routing support specifically for vehicles carrying hazardous materials and commercial trucks. This enables Telogis customers to be more responsive and provide a higher level of service for their own customers. The Telogis Route Planning Suite ensures that plans are built so that key customers are visited regularly and operations teams can more effectively manage last-minute jobs, resulting in increased efficiency, revenue and overall customer satisfaction.
As well as appearing at the CV Show next week Telogis will also be appearing at this years Service Management Expo which is in London's Excel on June 17th,18th & 19th and will be giving a presentation during the Field Service Solutions Theatre which Field Service News is proud to be hosting.
Specialist building services maintenance group Statutory Support Services (UK) (SSS) has selected mplsystems’ cloud based end-to-end service management solution as part of an overhaul of their current system. Their existing solution, the previous...
Specialist building services maintenance group Statutory Support Services (UK) (SSS) has selected mplsystems’ cloud based end-to-end service management solution as part of an overhaul of their current system. Their existing solution, the previous generation of the Maximo system was replaced after the group found it to be overly complex for their needs.
The system that replaces it, mplsystems’ iMobile offers both dynamic drag-and-drop and automated scheduling of SSS’s field engineers, while a comprehensive service desk portal and integrated mobile apps for their field personnel should see significant improvements in both productivity and efficiency. As the system provides a true, real-time view of all current maintenance activities across the group, the results should also be tangible from day one.
Within their sector, SSS work with a number of leading organisations including Hill Woodhouse, Lambert and Smith Hampton.
Adam Clarke, Managing Director at SSS commented
“We previously worked with a legacy Maximo scheduling system that proved both over-complex and inflexible, so we were keen to move towards a more comprehensive, end-to-end service management solution that would allow us to deliver more dynamic and efficient scheduling, especially for reactive job requests”
“We looked at a number of alternatives, but only mplsystems - with its cloud-based iMobile solution - could give us the end-to-end solution and the visibility we needed across our entire maintenance services operation.”
Clarke further expanded on this by adding:
“Now with our new mplsystems solution in place we’re able to manage our entire field service operation using a dedicated service desk portal, giving us real-time visibility of all our activities and providing much greater integration of our employees in the field,”
“We have also been able to incorporate additional functionality that, for example, allows our field engineers to quote immediately for any further work that customers might need – improving our responsiveness and unlocking potential new business opportunities.” He concluded.
A clear advantage of establishing a single view of all field activities is that it will enable SSS to make healthy savings by optimising schedules for both planned preventive maintenance and also reactive service requests. Thanks to increased SLA adherence, the ability to respond effectively to reactive jobs and dynamic schedule optimisation, SSS expects its new mplsystems field service management solution to pay for itself within just six months.
Where mplsystems’ new end-to-end solution contrasts with traditional service scheduling tools is that some solutions are often deemed to be perhaps to complex with multiple menus, options, parameters and screens, for the needs of the dispatchers of field service managers implementing and using them on a daily basis.
The mplsystems solution therefore has a more simplified, and modern look and feel. It features three core drag-and-drop presentation options that enable schedule optimisation: a dynamic map view that streamlines the scheduling and allocation of tasks, a field service engineer’s calendar view showing all jobs and locations, and a complete list of jobs that can be filtered using a range of parameters.
These three views can be toggled separately or displayed concurrently on a single screen. When the service desk receives a call, helpdesk staff simply drag and drop the task onto the appropriate field engineer’s schedule. This action updates diaries and transfers all relevant task information to the engineer’s mobile Android, iOS or Windows Mobile device.
Paul White, Field Service News columnist and CEO of mplsystems’ commented
“We’re delighted that Statutory Support Services has chosen our cloud-based iMobile solution as a platform for their truly integrated service management solution,”
“Combining our portal, cloud IT platform, automated and dynamic drag-and-drop scheduling and comprehensive mobile field service integration, our end-to-end solution is set to unlock the significant efficiency and productivity savings that come from a truly joined-up approach to field service management.”
With iMobile, mplsystems has brought a powerful suite of cloud-based end-to-end field service management solutions to the market with a wide and impressive range of functionality companies like SSS need to support their range of operations. Key functionality includes a unified service desk portal; the automatic and dynamic planning and scheduling of service activities within defined SLA adherence guidelines; supporting mobile personnel through dedicated apps for in-field data collection and route optimisation; as well as comprehensive analytics and SLA reporting.