Workforce Optimization Scheduling Software | ServiceMax

Field Workforce Scheduling

Get the right people to the right job every time

Your customer's issue cannot be resolved remotely, and you need to dispatch a technician to their site. You want to respond immediately, but you also need to ensure that your field service teams — either your employees or your partners' — are utilized efficiently; minimizing long drive times and white space in their schedules. And, because no two companies are the same, we offer a number of different ways to schedule technicians — self scheduled, interactively scheduled or fully automated “optimization”, just to name a few. ServiceMax has the right options to help you efficiently manage work orders, maximize utilization rates, and keep your most valuable customers happy.

ServiceMax ensures you send the right tech to the right job at the right time, with remarkable results. The average ServiceMax customer increases first time fix rates by 18%* and increases productivity for mobile techs by 26%*.

*Average ServiceMax customer results, based on a survey conducted in Jan. 2014.

PRODUCTS

Work Order Management

Lost carbon copies, illegible handwriting and unclear expectations of the service to be performed can cause huge headaches for you and your customers. Ensure that you fulfill Service Level Agreement (SLA) commitments and keep your customers loyal and delighted. ServiceMax enables you to manage field service teams, their territories, and the corresponding field activities for all service models; product break/fix, systems repair, infrastructure and preventive maintenance.

Manage the creation, assignment, execution, closure and debrief of field work orders internally, and across your partner service teams. Now you can be confident that your field team utilization is the highest it can be, manage and monitor service requests to ensure that they are resolved within SLA commitments, and delight customers to drive new revenue opportunities.

BENEFITS

  • Eliminate paperwork
  • Maximize the productivity of your field service teams (including service partners)
  • Improve technician utilization by enabling them to work with or without an Internet connection
  • Reduce confusion about the work to be performed
  • Reduce billing errors
  • Speed collections and reduce days sales outstanding
  • Reduce costs by more accurately tracking technician time, parts and labor expenses
  • Maintain visibility and ownership of your customer relationships through the entire service delivery process to maximize customer delight
  • Reduce SLA commitment violations
  • Minimize operational costs by empowering your customers and partners with real-time work order status updates
  • Improve service delivery by analyzing trends and gaining insight on overall time and parts consumption, service history, root cause and failure analysis and much more
FEATURES

  • Define, view and track service teams, partner service teams and corresponding territories
  • Empower employee or partner technicians to create, assign, update and debrief a field work order
  • Manage the work order process for both break/fix and preventive maintenance scenarios
  • Easily debrief a work order, even when multiple products are serviced
  • Empower technicians to access and update their work orders from mobile devices, whether they are on or offline
  • Generate estimates and quotes
  • Capture actual time and expense items and generate service reports or pro-forma invoices for customer signature, reducing confusion and avoiding costly billing errors
  • Provide real-time SLA counters on the work order to heighten awareness of potential violations
  • Design and update work order processes using drag-and- drop via our Infinity Framework, speeding initial deployment and easing the process for ongoing changes to workflow
  • Dynamically guide field technicians and partners through workflows, ensuring consistent and best practice-driven service quality on every visit, while reducing training requirements
  • Empower customers to obtain status or create their work orders from the customer portal
  • Empower customer service to manage and analyze the entire problem to resolution path including customer description of the problem, root cause analysis data, failure data and fix data all in one centralized location
  • Generate insightful reports and dashboards on work order data including the team's service history, overall parts usage and time consumed and failure analysis

Advanced Scheduling

Assigning jobs to your field service technicians can be a complex operation. Are your most valuable customers prioritized, or is the squeakiest wheel eating up your valuable resources? 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 the schedule is efficient as possible without negatively impacting resolution times or customer satisfaction
  • Ensure that priority customers receive attention first

ServiceMax's advanced scheduling capabilities boast an exceptional user interface to manage manual, interactive and even fully automatic scheduling processes. Manage the schedules of both your own employees and your partner- employed technicians. By leveraging our intuitive, drag-and- drop dispatch console, you can assign and setup schedules for multiple work orders simultaneously. Increase first time fix rates and reduce mean time to repair by quickly dispatching the right technician to the job.

BENEFITS

  • Improve the efficiency of your dispatch operations
  • Increase first time fix rates and customer satisfaction
  • Increase technician utilization rates by decreasing windshield time, and increasing wrench time
  • Meet customer SLA commitments efficiently and on time
  • Leverage your service partners more effectively to reduce costs and improve service delivery
FEATURES

  • Empower your dispatcher with our rich, interactive and highly configurable dispatch console
  • View work order lists based on users query criteria like unassigned, assigned, high priority, etc.
  • Drag-and-drop work order assignments to technicians
  • Find the right technician for selected work orders based on territory or proximity
  • Assign multiple technicians or service teams to a job/work order
  • Adjust work order criteria directly from the Dispatch Console
  • Set up pre-defined rules to automatically assign technicians based on skills, expertise levels, proximity to the job and driving distances to work orders
  • Bi-directional integration to desktop calendar tools i.e. Outlook, Lotus Notes
  • Out-of-the-box integration to GoogleMaps, to geographically view the locations of technicians and current routes in real-time
  • Automatically dispatch and assign work orders to service partner resources based on pre-defined partnership terms
  • Prioritize assignments based on customer priority, part availability, or service request priority
  • Ability to support “Drip-Feed” scheduling, or the dynamic update of the schedule to the technician/engineer once he or she completes the previous job

OptiMax Workforce Optimization

Talented and informed dispatchers work wonders with the daily schedule – mentally balancing technician locations, skill sets, expertise, priority customers, and situation severity with ease. But what happens when there are 100 techs to manage, or 1000 or 10,000? As complexity rises, we humans need a bit of assistance – that's where OptiMax comes in.

OptiMax from ServiceMax is an automated scheduling, workforce optimization and dispatch solution, delivered in the cloud as part of ServiceMax's complete field service solution. Workforce optimization frees organizations from people-heavy, manual dispatch processes and delivers an optimized schedule based on the rules you prioritize. Dramatically improve the efficiency of your scheduling and dispatch operations, cut costs and enable your technicians to perform more jobs each day.

BENEFITS

  • Increase first time fix rates by sending the right tech for the right job with the right parts
  • Grow service revenue and profitability by completing more jobs per day
  • Increase technician utilization rates with intelligent, automated dispatch and access to dynamic, optimized schedules in the field
  • Improve customer satisfaction with multi-skill technician matching, on time arrivals and quick resolution times
  • Free dispatchers to focus only on exceptions; manage larger teams effectively with fewer dispatchers
  • Increase technician utilization and reduce costs and overtime by optimizing for driving distances and fuel consumption
  • Increase effectiveness throughout the service delivery chain, not just increased efficiency
FEATURES

  • World-class optimization that is part of a complete field service suite
  • Automates schedule optimization, assigning each technician the optimum work orders to achieve service goals
  • Designed with multiple industry verticals in mind to support many different optimization needs
  • Optimize the schedules of both employees and partner resources in a single system
  • View optimized schedules on virtually any mobile device — tablets, smartphones, laptops — via our HTML5 interface
  • Ability to support “Drip-Feed” scheduling, or the dynamic update of the schedule to the technician/engineer once he or she completes the previous job
  • Intra-day scheduling to accommodate high priority, low lead-time work orders and to plan for additional emergencies or new service requests
  • Ability to override automatic scheduling decisions as needed
  • Multi-skill technician matching engine:
    • Eligibility criteria to narrow qualified techs — visa, permit, certification
    • Skill matrix-based matching of right tech to right job — multiple skills and skill levels
    • Get a tech onsite ASAP — best-fit optimization on the nearest available qualified tech
  • Intelligently schedules parts
  • Street Level Routing (SLR)
    • Route optimization based street-level drive routes
    • Drive time computation based on true drive times
  • Expedited handling of high priority jobs
  • Setup system to react to high priority orders as they come in & customer down, high value customer, emergency service

ServiceMax Linx for ServicePower Optimization

Do you have thousands of field resources to schedule? If you do, you know the complexity is enormous. That’s why ServiceMax has teamed with ServicePower to combine the industry’s only “always on”, continuous workforce optimization solution with our cloud-based, mobile field service suite.

ServiceMax Linx for ServicePower from ServiceMax is an automated scheduling, workforce optimization and dispatch solution, delivered in the cloud as part of ServiceMax’s complete field service solution. Utilizing ServicePower’s patented, artificial intelligence-based algorithm to continuously optimize routes and intelligently schedule parts, ServiceMax Linx for ServicePower ensures that that the dispatched technician is the right person for the job, with the skills and parts to get even a complex job done the first time.

BENEFITS

  • Increase first time fix rates by sending the right tech for the right job with the right parts
  • Grow service revenue and profitability by completing more jobs per day
  • Increase technician utilization rates with intelligent, “always on”, continuous optimization
  • Improve customer satisfaction with properly skilled technicians, on time arrivals and quick resolution times
  • Free dispatchers to focus only on exceptions; manage larger teams effectively with few or no dispatchers
  • Increase technician utilization and reduce costs and overtime by optimizing for driving distances and fuel consumption
  • Increase effectiveness throughout the service delivery chain, not just increased efficiency
FEATURES

  • World-class optimization that is part of a complete field service suite
  • Automates schedule optimization, assigning each technician the optimum work orders to achieve service goals
  • Utilizes a patented, artificial intelligence-based algorithm
  • Continuously optimizes various types of jobs, including more complex jobs, preventive maintenance, multi-stage jobs that require sequencing and other service level agreements (SLAs) that may span multiple time periods
  • Offers optimized schedules BEFORE the appointment is booked
  • Supports “drip-feed” scheduling, or the dynamic update of the “next job” for a technician as each job completes
  • Intelligently schedules parts
  • Ability to offer tighter appointment windows and a variety of customer preferences (am/pm, early/late, 1hr, 2hr)
  • Designed with multiple industry verticals in mind to support many different optimization needs
  • Proprietary “travel matrix” technology pre-calculates expected travel times to ensure schedule accuracy and meet customer appointment windows
  • Optimize the schedules of both employees and partner resources in a single system
  • View optimized schedules on virtually any mobile device – tablets, smartphones, laptops – via our HTML5 interface
  • Manages field employees or dedicated contractor resource ‘profiles’, including skills, shift patterns, administrative tasks, vacation, languages, product certification, and flexible field resource territories
  • Expedited handling of high priority jobs

Resources

  • ServiceMax Suite

  • Advanced Scheduling

  • ServiceMax Linx for Service Power

  • OptiMax Datasheet

  • Flawless Dispatch and Work Order Management

  • White Paper: Top 5 Tips to Increase Technician Utilization

Field Workforce Scheduling Overview

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