Facility and real estate management companies all have the same struggle: how to efficiently dispatch mechanics to solve issues inside buildings for which they are responsible. It is a tedious task where variables need to be taken into account, such as mechanic certifications, Service Level Agreements (SLA), rosters and travel time. As the resource pool of mechanics grows it becomes increasingly hard for service desk employees to make an efficient planning.
Manually assigning service requests to mechanics while taking different factors into account is a complex task. Our planning engine uses Artificial Intelligence (AI) to create a real-time planning based on different parameters and business rules. The planning is updated automatically every few minutes based on changing traffic information, new service requests, etc. It allows your service desk employees to spend their time on things that really matter, such as scaling up on-call mechanics if SLA’s are in danger of being violated and managing customer expectations. Although the planning engine plans all service requests completely automatically using AI algorithms, the service desk employee can still override this planning if he or she sees a need for it.
Besides the application for the service desk, the solution contains dedicated mobile apps for both customers and mechanics. The customer can use this app to create new service requests with attached pictures and can also see the latest state of these requests, including predicted arrival and repair times. Mechanics are able to see all service requests which are assigned to them and use the app to indicate when work has started. The customer signs off on a service request when a mechanic is done after which it is finalized.
Automatic sign off of service requests
Planning system takes care of the hour registration process
Easier invoice processes
Customers sign off on completed service requests
Efficiency improvement of your mechanics
Taking into account skills and travel time
Less SLA violations
Real-time planning with manual overrides
Watch the video below for a demonstration of our Smart App Template ‘Field Services Planning’.