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Controlling and allocating work to your field force is extremely complicated, requiring skilled call center staff to balance variables including availability, SLAs, staff skills, parts availability, and location. The allocation process is often reactive and service performance can suffer when dispatchers leave, take vacation, or when volume increases dramatically.Scheduling and optimization software has been used by large service organizations for some time, but it has been too expensive for small- and medium-sized businesses… but not any more. AirVersent now offers ServiceNet Scheduling, which is both flexible and affordable delivering operational and financial benefits. ServiceNet Scheduling is fully Web enabled, seamlessly integrated with the core ServiceNet® product, and accessed through ServiceNet Workflow Manager. The optimization algorithms are specifically designed to assist any service organization to improve field staff utilization and reduce travel costs.
Work Scheduling
Through a standard integration with the ServiceNet® suite, all service jobs are entered into the system along with call constraints, such as customer hours, parts required, and engineer capabilities, such as skill set, availability, and cost per hour for identification and management. The data is displayed in Workflow Manager, with a supporting Gantt chart. All information is presented in a Web browser.The scheduling engine calculates the most efficient allocation of calls to available engineers, and can manage work allocation spread over hours, days, weeks, or months. Results are presented as an ordered list of activities, by engineer, on a day-by-day basis.
If it is not possible for a particular call to be allocated, Scheduling will indicate the reason, such as insufficient resource, lack of skilled staff, etc. The system also provides a full range of calculations and reports, by engineer, distance traveled, costs incurred, revenue generated, etc.
Real Time Scheduling
Dynamic or real time job schedules are adjusted on the fly and re-optimized throughout the working day as more work is input and data is received from the field. ServiceNet reports back from the field in real time, so job closure and changing circumstances, such as delays, sudden unavailability, and work cancellation are all incorporated. Revised work allocation is sent to engineers as the day progresses.
Route and Task Mapping
With optional mapping and GPS components, field work progress and allocation can be integrated with a map showing real-time location, providing increased visibility for your dispatch and supervisory staff for more informed decision making.