ServiceMax from GE Digital

Workforce Service Scheduling

Get the right people to the right job every time with

Scheduling & Dispatch

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Right job, right engineer, right parts with the best results

+18%Technician Productivity
-8%Service Costs

ServiceMax ensures you send the right tech to the right job at the right time, with remarkable results. The average ServiceMax customer increases technician productivity 18%* and a reduction in service costs by 8%.
*Average ServiceMax customer results, based on a survey conducted in September 2016.

Powering More than Your Field Service Calendar

ServiceMax Advanced Scheduling Demo

See How Dispatchers Use ServiceMax

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. ServiceMax has the right options to help you efficiently manage work orders, maximize utilization rates, and keep your most valuable customers happy.

Advanced Workforce Scheduling

Interactive scheduling for effective service
Assigning jobs to your field service technicians and engineers can be a complex operation. Are your most valuable customers prioritized, or is the squeakiest wheel eating up your valuable resources? To ensure high workforce 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

Now you can do it all in one place. ServiceMax's advanced scheduling capabilities boast an exceptional user interface to manage 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 set up schedules for multiple work orders simultaneously and schedule longer jobs for multiple visits, automatically. Increase first time fix rates and reduce mean time to repair by quickly dispatching the right technician to the job.

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.

Adjust work order criteria directly from the Dispatch Console

Drag-and-drop work order assignments to technicians

Assign multiple technicians, engineers or service teams to a job/work order

Find the right engineer for selected work orders based on territory or proximity

Make smarter job assignments with Advanced Technician Search to find technicians and engineers using multiple qualification criteria

Feed parts availability and location information back into the field service scheduling process to ensure first time fixes

Prioritize assignments based on customer priority, part availability, or service request priority

Automatically dispatch and assign work orders to service partner resources based on pre-defined partnership terms

Account for the technician or engineers entire day with event scheduling that breaks down each job by drive time, work time, breaks, etc.

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 like Microsoft Outlook

Out-of-the-box integration to Google Maps, to geographically view the locations of technicians and current routes in real-time

Schedule Optimization

Optimized schedules as part of a complete field service management solution
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 Schedule Optimization comes in.

Schedule Optimization from ServiceMax is an automated scheduling, workforce optimization and dispatch solution, delivered in the cloud as part of ServiceMax's complete field service solution. It frees organizations from people-heavy, manual dispatch processes and delivers an optimized schedule based on the rules you prioritize, so the efficiency of your dispatch operations are dramatically improved, costs to schedule are minimized and your technicians are enabled to perform more jobs each day.

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

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

3rd Party Contractor Communities

Cost-effective contractor management, scheduling and dispatch

Customer’s don’t stop calling for service when your field service schedule is over capacity. That’s a good thing. At the height of demand or for specific types of work, you may need a capacity boost from third-party contractors and when you do, ServiceMax can help.

Partners represent you and need detailed information to respond on-time and serve customers well. Similarly, you need visibility into each partner's operation to ensure transparency and great service. With ServiceMax Partner Communities, you keep your partners close, so your customers are never too far away. With complete visibility into your service channel, your partners stay accountable not only to their schedules, but your customers’ satisfaction so you meet service demand and revenue goals stay on target.

Define service partner resources, personnel and availability to manage schedules and assign work orders to partners online

Allow partners’ teams to view work orders, inventories and entitlements, create time and material details, complete and debrief work in the field

Give partners insight into their operations and success with ServiceMax Reports & Dashboards

Collaborate using ServiceMax Collaboration and Knowledge for real-time communication on products, services, customers and prospects

Maintain different communities for multiple partners or enable role-based permissions to securely share information across partners

ServiceMax Work Order Management Demo
White Paper

Best Practice Guide: Flawless Dispatch and Work Order Management


ServiceMax Advanced Scheduling

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