SITUATION:
- Deployed workforces are challenging to control, let alone optimize
- The cost of a trained technician, truck, inventory, and support services are a significant investment
- In a break-fix environment, multiple visits to are commonly required
- Many companies add brick-and-motor to expand to new geographies
QUESTION:
- What is the value of an additional service call per day?
- What is the value one less mile driven?
- What is the customer service value of a first-call repair?
COMPLICATION:
- Service call changes or delivery route changes add miles and costs
- Parts runs to local stores or side-trips turn into lengthy delays
- Invoicing is delayed, waiting for part and service information
ANSWER:
- Once a deployed workforce is optimized:
- Brick-and-mortar may be reduced
- Higher first-call repair rate and fewer miles are driven
- Invoicing happens near-real-time
FOUR PILLARS OF DEPLOYED WORKFORCE OPTIMIZATION
PLAN AND TRAIN
- Customer segmentation
- Technician availability and skill set
- Contract requirements
- Load Balancing
- Technician Training
TECHNOLOGY
- Work Order and Auto-Invoice
- Drawings/ Illustrations
- Predictive troubleshooting
- Catalog and Content Management
- Part number cross reference
ASSET MANAGEMENT
- Customer’s install base
- Time between Failure
- Preventative Maintenance Schedule
SUPPLY CHAIN
- 3rd Party supply and logistics
- Rolling warehouse management
- Truck inventory optimized for Customer Asset Management
