clicksoftware case study unisys technology company
DESCRIPTION
Unisys Drives Significant Productivity Improvements While Reducing Costs with Optimized Scheduling.TRANSCRIPT
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Case Study – Unisys
Driving Productivity While Reducing Costs with Optimized Scheduling
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Unisys• Philadelphia-based service
organization with 1,000 field service technicians
• Mostly time-sensitive break/fix work that fall under same-day or next-day SLAs
• Implemented ClickSoftware product suite to optimize the scheduling process and reduce costs
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Challenges• Transition from zip code-based
routing and scheduling system to more centralized approach to scheduling
• Increase the number of calls per day and to meet SLAs
• Reduce the number of scheduling personnel
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Advantages of the ClickSchedule Solution• Automatic scheduling capabilities • Street-level routing• Ability to integrate with Unisys’
existing backend systems• Appointment booking• Dispatching • SLA database
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Impact5Proprietary and Confidential
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“We used to manage every call that came in and needed to have a scheduler 'touch'
every job. Now our schedulers just manage exceptions that fall outside our normal
scheduling parameters, reducing the need for manual touches. Today, more than 90%
of calls in our next-day business are scheduled automatically.”
Steve Moore Director Operations, Unisys
Automated Scheduling• Need for fewer schedulers
involved in next-day business
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Planning• Ability to incorporate parts
pickup as part of each technician’s schedule
• Pick up/drop off methodology jointly developed by ClickSoftware and Unisys
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Street-Level Routing• Increase in number of jobs
completed per day• Maintained average mileage
between jobs even though workload was spread between fewer, and more geographically-separated technicians
“To have a real schedule, we have to know how long it takes to get
from Point A to Point B...” Steve Moore
Director Operations, Unisys
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Overall Efficiency• 40% improvement in
jobs completed per day
“The more information you can feed into ClickSchedule to allow it
to optimize, the better off you are.”
Steve Moore Director Operations, Unisys
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