Advanced Scheduling and Workforce Optimization
Managing field work force to achieve the right balance between efficiencies & effectiveness is a tricky business.
You need to work through complex matrices of schedules, availability, and skill inventories and dispatch your field technicians, so as to maximize first call closure rates, and ensure highest customer satisfactions. With Advanced Scheduling and Workforce Optimization, ServiceMax ensures you are sending the right tech to the right job at the right time, while achieving extraordinary levels of efficiency.
Assigning jobs to your field service technicians can be a complex operation. To ensure high efficiency while maintaining customer delight, you need to:
- Ensure that the right job is assigned to the most appropriately skilled technician(s)
- Ensure that the technicians do not have overbooked or infeasible schedules
- Ensure customers’ appointment time windows are adhered to
- Ensure that your technicians work more and travel less
- Ensure that your total cost of schedule is minimized and yet
- Ensure that your customers are satisfied with the field work completed
- Ensure all the above for all the technicians and all their work orders irrespective of whether your business has 1 field technicians or thousands of technicians.
The Advanced Scheduling module redefines the scheduling landscape by providing an exceptional user interface to manage interactive, manual as well as automatic scheduling processes. By leveraging proven and scalable cloud computing technology, you can assign and setup schedules for multiple work orders simultaneously with an intuitive drag and drop dispatch console.
- Increase the efficiency of Dispatch
With a consolidated view of all unassigned work-orders and all technicians’ calendar availability & geographical locations in one screen, your dispatchers can run a more efficient dispatch operation. - Leverage Geographical Intelligence
With technician locations embedded and displayed in real-time on the dispatch console, dispatchers can assign the most appropriate job to the technician - Gain instant visibility to your field service operation’s past, present and future
With your technicians’ calendars, routes and work-orders in one consolidated screen, you can gain instant visibility to the entire operation anytime on demand. - Meet your customers’ SLA commitments efficiently and on time
By providing a comprehensive view of technicians’ schedules and locations on maps, the Dispatch Console helps you manage emergency scheduling needs of your high SLA customers more efficiently - Increase First Time Fix Rate and Customer Satisfaction
With the behind-the-scenes rules of the Dispatch Console, you can ensure that the rightly skilled technician is assigned to the right job, thereby increasing your first time fix rate. - Leverage your Service Partners Effectively
With a comprehensive view of work-orders, technicians, locations and their schedules inside the Dispatch Console, you can decide what work-orders need to go to service partners and what to retain with you.
- Dispatch Console View
The dispatch console is a rich interactive and highly configurable user interface that provides users with the following capabilities: - View work orders lists based on users query criteria like unassigned, assigned, high priority, etc.
- Fully functional drag and drop capability to assign jobs to technicians.
- Find technicians for selected work orders based on territory or proximity
- Map display and geographically view the locations of technicians in real-time.
- View the current routes for upcoming tasks
- Resource Gantt chart view of technicians
- Interactive Assignment
- Get a comprehensive view of all the unassigned work-orders, technicians and their teams, their locations on maps and the technician schedules via the dispatch console so as to assign new jobs to technicians.
- Drag and drop work-orders to technician calendar time slots to assign the work order to the technician.
- Dispatch the appropriate work-orders to service partners based on predefined partnership terms.
- Automatic Assignment
- Setup pre-defined rules to automatically assign technicians based on skills, expertise levels, proximity to the job and driving distances to work-orders.
- Automatically dispatch and assign work-orders to service partner resources based on pre-defined partnership agreement.
Dispatch console
Proximity based search for nearby technicians
Auto assignment rule
OptiMax offers flexible, configurable workforce management, scheduling and dispatching features, along with sophisticated optimization capabilities that help organizations streamline and improve field service, while cutting costs and tapping into service-related revenue opportunities. OptiMax is for companies of all sizes and delivers immediate, optimized scheduling and dispatching; automated, batch-based scheduling and dispatching; and automated, cost-based scheduling optimization.
- Minimize the cost of your service operation
With the OptiMax module, ServiceMax lets you to schedule the jobs of your entire service team by minimizing the cost of the schedule to ensure least fuel consumption or best possible routes. - Decrease Windshield time and Increase Wrench time
ServiceMax’s OptiMax module can ensure that technicians follow the best routes for the day to minimizing travel time and maximizing work time. - Increase Technician Utilization
Pack as many activities as possible on your technician’s calendar thereby increasing the utilization of each and every technician. - Increase First Time Fix Rate and Customer Satisfaction
By ensuring that the rightly skilled technician is assigned to the right job, ServiceMax’s optimization module helps you increase your first time fix rate. - Make your Service Business a Lean and Profitable Business
By packing more activities to your technician’s schedules and by optimizing the routes, ServiceMax helps you cut the number of technicians needed to perform the same set of jobs thereby making your business lean and profitable. - Meet your customers’ SLA commitments efficiently and on time
By specifying pre-defined preferences and priorities, you can ensure that work-orders pertaining to high SLA commitments are handled with higher priority thereby minimizing SLA violation costs. - Leverage your Service Partners Effectively
With a comprehensive view of work-orders, technicians, locations and their schedules inside the dispatch console, you can decide what work-orders need to go to service partners and what to retain with you.
- Setup cost parameters and other scheduling parameters with the aid of highly usable and intuitive setup screens.
- Generate an optimized schedule based on your overall business need that include:
- Minimizing overall cost: Ensure that the technician’s routes are optimized for minimal travel time and efficient sequencing of tasks.
- Maximizing response time: Ensure that the response times are optimal for all the work orders to ensure that SLA violations do not occur.
- Assigning the right person to the right job: Ensure that the right technician is assigned to the right job to maximize the first time fix rate and customer satisfaction.
- Manage open-ended routes or closed routes for the technicians based on the tech’s or your business’s preferences.
- Optimize the schedules for any planning horizon ranging from a few days to few weeks or even months ahead.
- Set different service planning goals for different territories or groups of territories.
- Fine-tune the pre-set parameters for each of the business objectives to satisfy your unique needs.
- Schedule the optimization runs at specified times at regular intervals for any specified service team’s schedule duration.
- Rich, interactive and highly configurable Dispatch Board and an Interactive Assignment capability so dispatchers and service managers can see the optimized work-orders and plan for additional emergencies or other new work-orders that were created after an OptiMax run.
- Setup pre-defined rules to automatically pre-assign technicians to certain types of work-orders, based on skills, expertise levels, and critical accounts before an OptiMax run.
- Extend the features of OptiMax to service partners.
Dispatch console
Wizard-Based-Configuration-of-Dispatch-Rules
