Optimizing Field Services - ORTEC Brochure - Field... · 2019-09-20 · need to implement...
Transcript of Optimizing Field Services - ORTEC Brochure - Field... · 2019-09-20 · need to implement...
Deliver the best possible service with
a more productive workforce
OptimizingField Services
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Outperform and stay ahead of the game
The service industry has seen fast growth in recent decades.
At the same time, your customers lead increasingly busy lives.
They guard their time ever more closely. Their loyalty is a direct
reflection of how well your organization meets increasing
expectations. This factor, along with rapid technological
change, is making the service industry more unpredictable and
competitive.
How do you drive customer loyalty while retainingtalented employees and reducing costs?
It’s not easy to strike the right balance between your staff’s
need for flexibility and your customers’ desire for visibility
and certainty.
Exceed customer expectations
Let your customers remember you for the right reasons
For customers, it’s inconvenient to put off work and
other activities to wait for deliveries or services.
It’s even more frustrating when time windows are
changed without notice.
Can you afford to lose their business because
of this? To keep your customers happy, deliver
your service on time, by properly trained and
qualified personnel. Field service organizations
need to implement intelligent platforms that
provide mobile and dynamic time-slotting, real-time
communication, and accurate ETAs. With the right
Field Services solutions, you gain an enhanced
level of service and a decrease in travel costs,
as well as more staff productivity.
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Optimize staff responsiveness with cloud-based platforms
Optimize staff deployment with fully automated
intelligent scheduling and dispatching software
that is tailored to your specific needs. Leverage
the power of the cloud to digitize your field
service operation.
Keep your workforce engaged with mobile solutions
There is a growing need for well-trained technicians.
However, finding and keeping the right people is a challenging task.
Your field service workers are customer-facing talent.
They can significantly influence your brand and your bottom line.
Empower them with the latest technology to drive engagement and
to improve time management.
In a recent survey, 69% of next-generation workers (the so-called
Millennials and Generation Z) stated that they want digital access
to experts while they are in the field. Mobile solutions are key to
invest in knowledge transfer.
Using your data in a smart way offers new opportunities.
Mathematical optimization technology enables you to
leverage your data to make better decisions while respecting
employee wishes, customer commitments, and capacity
constraints. The results? Your organization becomes more
efficient, adaptive, effective, and sustainable. You can focus
on delivering on your customer promise while dealing with
unpredictability and adjusting quickly to (real-time) changes.
Your data has the insights you need to excel
Enter a new age for
field services
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How we can help
ORTEC has empowered organizations with optimization solutions since the early 1980s.
Our expert consultants analyze your business needs, provide insights, and deliver software
solutions that enable you to optimize your business. Our mathematical optimization technology
and consulting services are trusted by industry leaders operating in the utilities, sales,
maintenance, facility services, and certification and control fields. Is your organization next?
Our Solutions
ORTEC’s Field Services solutions allows you to manage appointments cost-effectively.
It optimizes your tasks, your staff, and activities through efficient capacity planning, batch task
planning, and time slot booking.
You can predict service delivery times, plan optimal delivery routes, and retain the flexibility to
make changes when the unexpected occurs while taking both employee preferences and labor
regulations into consideration.
Service PlanningORTEC’s Service Planning offers support for all types of service scheduling: from home care
to assessors, mobile surveillance, inspection and repair companies, cleaning agencies, and
utility representatives. It considers:
• Real-time traffic information
• The true availability of technicians
• Potential changes to job status requested by the customer
• Employee preferences and skills
• The necessary tools and resources
• Customer desire for a narrow time service window
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ORTEC Time Slot BookingToday’s digitally connected consumers want to select their
preferred day and time slot. This creates a win for your
organization as well. You can avoid service cost surges
by providing customers access to the right time windows.
ORTEC offers a powerful Time Slot Booking solution which
takes the details of each service order (such as location,
agreed time window, workforce skills, and other criteria) into
account to compute a dynamic, optimized schedule. It can
be integrated with your website, ERP, CRM, or third-party
operators’ systems.
Unlike other solutions, ORTEC allows you to build your
schedule incrementally, using real-world data and
constraints, having complete knowledge of when and where
existing jobs have been committed. It provides a more
efficient and feasible solution compared to tools that work
based on average numbers of jobs per area and per time
window.
Predictive MaintenanceFaulty boilers, jammed printers, or broken coffee machines,
nobody likes to deal with downtime. Take your service to the
next level by getting ahead of malfunctions and preventing
downtime in the first place. Predictive Maintenance allows
you to carry out maintenance only when it’s actually
necessary. Based on large quantities of data, we create
a mathematical model that accurately predicts the right
moment to carry out maintenance tasks. Save costs and
boost asset availability for your customers.
Workforce SchedulingYou want your workforce to be loyal and engaged,
as talent is hard to come by. ORTEC helps you engage your
personnel by giving them a say in their own work rosters
while synchronizing schedules with key business data. Our
analytical solutions predict when and where to best plan your
full-time and part-time staff, on the short and the long term,
ensuring both employee satisfaction and optimal flexibility.
In addition, our advanced planning solutions manage large
data volumes while dealing with all kinds of constraints,
criteria, and parameters, including strict compliance
requirements.
“We can now be much more specific about appointment times, so the customer doesn’t need to
wait at home half the day.”
Woonstichting De Key
“Thanks to applied mathematics and optimization, we can make more efficient use of our resources and mechanics to provide faster repairs for customers.”
Carglass
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The time for smart choices is now
Your customers are well-informed and permanently connected. Enhance the customer
service experience by providing optimal time slotting and better visibility into your
operational process. Real-time, optimized scheduling gives you more control over costs and
improves employee and customer satisfaction. Make sure your customers choose you every
time. ORTEC understands the importance of service to your organization and
knows what it means to your customer. We want to help you on your journey.
Solutions
ServicePlanning
Workforce Scheduling
Time SlotBooking
Predictive Maintenance
10%
Fewer kilometers
Self-scheduling for customer appointments
20% More
assignments
100% Service Level Agreement compliance
Results
More efficiency
Higher customer
satisfaction
Lack of centralized
service planning
ChallengesRising customer expectations for
excellent service due to global
digitalization Manual or static time slot
allocation systems
Route disruptions due to traffic
Taking into account employee
preferences and skills
Surging service costs related
to ‘no-shows’
ortec.com