Optimise Your Service Delivery Process
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DISPARATE TACTICAL SYSTEMS Legacy systems purchased by managers to address individual departmental issues. Systems do not work together and often involve expensive workarounds or multiple spreadsheets. aeromark Optimatics TM Optimise Your Service Delivery Process Current Process v’s Optimatics Process SERVICE REQUEST Request by email/call Call logged Warranty/Contracts checked manually SLA’s determined SCHEDULING Weekly allocation of planned jobs via paper Adhoc calls to resources to allocate reactive jobs 1 planner:10 resources Silo approach to service High volume of repeat call outs/second visits VEHICLE TRACKING No tracking Weak tracking No/Inaccurate data TASK MANAGEMENT Weekly collection of jobs No reallocation of jobs if problem occurs Manual updates of jobs daily/weekly based on individuals preference PARTS MANAGEMENT Resources sent to job No visibility of parts required Manual update of asset logs and parts orders JOB CLOSURE No visibility of daily/weekly progress Reliant on resources manually updating job information when they can/choose MANAGEMENT INFORMATION Manual reporting process Reliant on individuals Open to errors RESULTS Lack of system integration Lack of visibility Inefficient processes Excess mileage/fuel Missed SLAs & penalties No personalised service Poor customer service Customer churn High unproductive time High cost to serve No audit trail SERVICE REQUEST Call logged in central system Immediate visibility of service requirement and entitlement Management of customer expectations Integration with legacy applications SCHEDULING Combine planned/reactive jobs and opportunity for multi-intervention Automation for increased efficiency Automatically analyses best resource for each job Reallocates if risk of missing SLA VEHICLE TRACKING Visibility of resources Automated arrival/departure times Accurate information for customer communication Improved security Verification of information Optimised fleet servicing TASK MANAGEMENT Automatic dispatch of job details sent to resource Personalised workflows Customer sign off Barcode scanning built in Supporting attachments Internal and external business process Job status updated in real-time PARTS MANAGEMENT Automatically logged if parts used/sold Reliable inventory Monitor van/site stock Parts order process within workflows Audit trail of usage and failure rates JOB CLOSURE Real-time information fed back into central system Proof of service Instant invoicing Full audit history of each job Maximum resource utilisation MANAGEMENT INFORMATION Real-time/historical reports Accurate performance data Accurate timings per job for improving scheduling Better/informed management decisions RESULTS More jobs per day Reduced response times Exceed SLAs/Improved customer service Maximise productivity Personalised service Complete visibility Route optimisation Reduce headcount Opportunity for growth Improved margins ROI potential 12:1 Current Process Optimatics Process Efficiency Leaks Administration Time Transcription Errors Human Error Incorrect Allocation of Jobs/Resources Guesstimate Wasted Time/Fuel Unnecessary Mileage/Fuel Costs Inefficient Routes High/Unnecessary Communication Costs Duplication of Effort Unnecessary Paperwork Missed Parts/Invoicing Lost Parts Stolen Parts Time Delays Administration Time Transcription Errors Low Optimisation Rates Time Delays Administration Time Transcription Errors INTEGRATED SYSTEMS End-to-end visibility of business operations and constant communication for high quality, consistent service delivey. © 2013 Aeromark Ltd, Manton Lane, Bedford, MK41 7TL / tel: 0845 330 5757 / email: [email protected] / web: www.aeromark.co.uk
description
Aeromark is the UK’s leading provider of comprehensive and future-proof service management systems for the business market. Our single platform integrated solutions are designed to maximise business transformation and return on investment for your business. We operate a unique continuous improvement programme which will support your business as it develops in line with customer demand. Unlike many of our competitors, our agile platform and inclusive upgrade charges ensure that you never have to worry about hidden charges. Aeromark’s service management systems include vehicle tracking; service management; fleet management; workforce planning and scheduling; KPI analysis and PDA workflow management. This diagram aims to show how disparate tactical systems purchased in silos have a negative effect on business efficiency. By addressing the issue of systems integration your business could increase productivity, streamline processes and reduce costs. The results include: an increase in jobs completed per day per engineer; reduced response times; improved customer service; maximum productivity; personalised service; complete visibility of operations; route optimisation; reduced headcount; growth; improved margins and significant ROI.
Transcript of Optimise Your Service Delivery Process
DISPARATE TACTICAL SYSTEMSLegacy systems purchased by managers to address individual departmental issues. Systems do not work together and often involve expensive workarounds or multiple spreadsheets.
aeromarkOptimaticsTM
Optimise Your Service Delivery ProcessCurrent Process v’s Optimatics Process
SERVICE REQUEST
Request by email/call
Call logged
Warranty/Contracts checked manually
SLA’s determined
SCHEDULING
Weekly allocation of planned jobs via paper
Adhoc calls to resources to allocate reactive jobs
1 planner:10 resources
Silo approach to service
High volume of repeat call outs/second visits
VEHICLE TRACKING
No tracking
Weak tracking
No/Inaccurate data
TASK MANAGEMENT
Weekly collection of jobs
No reallocation of jobs if problem occurs
Manual updates of jobs daily/weekly based on individuals preference
PARTS MANAGEMENT
Resources sent to job
No visibility of parts required
Manual update of asset logs and parts orders
JOB CLOSURE
No visibility of daily/weekly progress
Reliant on resources manually updating job information when they
can/choose
MANAGEMENT INFORMATION
Manual reporting process
Reliant on individuals
Open to errors
RESULTS
Lack of system integration
Lack of visibility
Ine�cient processes
Excess mileage/fuel
Missed SLAs & penalties
No personalised service
Poor customer service
Customer churn
High unproductive time
High cost to serve
No audit trail
SERVICE REQUEST
Call logged in central system
Immediate visibility of service requirement
and entitlement
Management of customer expectations
Integration with legacy applications
SCHEDULING
Combine planned/reactive jobs and opportunity for
multi-intervention
Automation for increased e�ciency
Automatically analyses best resource for each job
Reallocates if risk of missing SLA
VEHICLE TRACKING
Visibility of resources
Automated arrival/departure times
Accurate information for customer communication
Improved security
Veri�cation of information
Optimised �eet servicing
TASK MANAGEMENT
Automatic dispatch of job details sent to resource
Personalised work�ows
Customer sign o�
Barcode scanning built in
Supporting attachments
Internal and external business process
Job status updated in real-time
PARTS MANAGEMENT
Automatically logged if parts used/sold
Reliable inventory
Monitor van/site stock
Parts order process within work�ows
Audit trail of usage and failure rates
JOB CLOSURE
Real-time information fed back into central system
Proof of service
Instant invoicing
Full audit history of each job
Maximum resource utilisation
MANAGEMENT INFORMATION
Real-time/historical reports
Accurate performance data
Accurate timings per job for improving scheduling
Better/informed management decisions
RESULTSMore jobs per day
Reduced response timesExceed SLAs/Improved
customer serviceMaximise productivity
Personalised serviceComplete visibilityRoute optimisationReduce headcount
Opportunity for growthImproved marginsROI potential 12:1
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Transcription Errors
Human Error
Incorrect Allocation of Jobs/Resources
Guesstimate
Wasted Time/Fuel
Unnecessary Mileage/Fuel Costs
Ine�cient Routes
High/Unnecessary Communication Costs
Duplication of E�ort
Unnecessary Paperwork
Missed Parts/Invoicing
Lost Parts
Stolen Parts
Time Delays
Administration Time
Transcription Errors
Low Optimisation Rates
Time Delays
Administration Time
Transcription Errors
INTEGRATED SYSTEMSEnd-to-end visibility of business operations and constant communication for high quality, consistent service delivey.
© 2013 Aeromark Ltd, Manton Lane, Bedford, MK41 7TL / tel: 0845 330 5757 / email: [email protected] / web: www.aeromark.co.uk
