Exel Computer SystemsSME 2014 presentation

Engineer Scheduling “Get it right, first time & every time”

Exel’s Field Service Solution

Agenda

• Simon Spriggs

• Why is scheduling so important / key drivers?• Types of scheduling available in field service • The Eagle “assisted” scheduler – a different approach

Engineer Scheduling - “Get it right, first time & every time”

Key “Field Service” drivers when scheduling

•Knowing engineers’ whereabouts (today & tomorrow)

•Knowing when jobs need to be done by (the SLA)

•Who is the right engineer for the job? (area / skill / customer)

•How well utilised is each engineer?

•Real time updates – can engineer have more work today?

•Knowing the local area / geography

•Does the customer need a timeslot

•Are the scheduling decisions correct?

Types of scheduling currently on market

•Simple Allocation

•Intelligent Scheduling = huge expense

Eagle Approach =

•Assisted Scheduling

• To get the right engineer…

• To the right place…

• At the right time.

• With the right kit.

Assisted Scheduling

Making it simple for any individual

Get plan right first time = better customer service = value to your business

•Show engineers’ whereabouts (today, tomorrow etc)

•Shows when jobs need to be done by (the SLA)

•Shows who is the right engineer for the job? (area / skill / customer)

•Shows how well utilised is each engineer?

•Gives real time updates – showing engineers that could have more work

•Shows the local area / geography

•Gives timeslot options

•Presents correct scheduling options for the user to choose from?

Assisted Scheduling

• Make the screen familiar for the user

Assisted Scheduling

How Eagle makes it simpler…

Similar to other Office applications

• Make information available as and when required

Assisted Scheduling

How Eagle makes it simpler…

Expand panels / pull in hidden panels

• Make information available as and when required

Assisted Scheduling

How Eagle makes it simpler…

Split over multiple screens

• When booking utilise a configurable rule engine

Assisted Scheduling

How Eagle makes it simpler…

Guide the operator to the best decision Best for your customer & for your business

Response / SLARecommended Engineer / SkillTravel + travel legs (grouping of calls)Reservation of capacityDifferent rules for PM vs Reactive cases+ many more

Assisted Scheduling

Plus ordering/routing & optimisation

Getting more jobs done each day Making sure the plan is achievable/realistic

• Real time ordering for optimum efficiency• Plus takes into account all travelling times• Optional job optimisation if required

Key “Field Service” drivers when scheduling

•Knowing engineers’ whereabouts (today & tomorrow)

•Knowing when jobs need to be done by (the SLA)

•Who is the right engineer for the job? (area / skill / customer)

•How well utilised is each engineer?

•Real time updates – can engineer have more work today?

•Knowing the local area / geography

• Time slots for

•Are the scheduling decisions correct?Assisted Scheduling

In Summary

Assisted Scheduling = Keeping your customers & boss happyAssisted Scheduling = making it simple for your users

In Summary

Assisted Scheduling = “de-mystification” of the scheduling process

Get plan right first time = better customer service = value to your business

Summary

Thank you for Listening

Any questions

Stand M1470