clicksoftware case study diebold capital equipment
DESCRIPTION
Observe how Diebold Improves Service and Reduces Costs with Real-Time Optimized Scheduling.TRANSCRIPT
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Case Study – Diebold Inc.1Proprietary and Confidential
Real-Time Schedule Optimization for Improved Service and Reduced Costs
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Diebold, Incorporated• Provides integrated self-service delivery,
security systems, and services• Maintains field workforce of
approximately 2,200• Receives 11,00 service calls per day,
many requiring immediate or fast turnaround
• Implemented ClickSchedule solution with street-level routing to improve overall efficiency and performance
2Proprietary and Confidential
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Challenges• Company had been assigning
work on a purely geographical basis• Jobs were prioritized at the field
resources level – not necessarily minimizing mileage and travel time
• Managers lacked visibility into field operations, impairing their ability to make informed decisions and respond quickly to customer concerns
3Proprietary and Confidential
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Advantages of Workforce Management Solution• Total visibility• Centralized scheduling operations • Reduced mileage and travel time, and related
expenses• Improved utilization of internal resources• Improved ability to meet customer expectations• Better monitoring and management of scheduling
costs
4Proprietary and Confidential
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ImplementationDiebold selected the Scheduling solution with street-level routing:
• Implemented in more than 60 multi-territory regions across the United States
• Integrated into Diebold’s existing systems infrastructure, including CRM and logistics, parts management, reporting, and mobility components
5Proprietary and Confidential
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ClickSchedule provides: Complete view of field resources • Ability to allocate resources using
set rules that are based on the strategic priorities of the business
• Optimized scheduling, taking into consideration available resources, their skills, and locations/routes
7Proprietary and Confidential
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Impact9Proprietary and Confidential
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Doing Away with Geographical BarriersBreaking down the geographical barriers enables:
• Greater flexibility in scheduling• Job specialization – scheduling by skill
sets, not just by location – better quality job performance
10Proprietary and Confidential
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Improved Efficiency• Improved time and resource
management through street-level routing • Reduced travel time and mileage• Reduced vehicle maintenance costs
11Proprietary and Confidential
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Optimization of Routing
“We drive a quarter of a million miles every day... Even a very small improvement in
efficiency of maybe a quarter to a half a percent could save us roughly 1,000 miles per day, which
has huge cost implications.”Dwight Jellison, Service Delivery Team Manager
Diebold, Incorporated
12Proprietary and Confidential
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Decision MakingAutomated scheduling process helps the Diebold management team better determine where to invest time and resources
13Proprietary and Confidential
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Thank you