Introducing ClickSchedule

Sage Informatics
Babburu
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Agenda

The Scheduling Challenge

The Solution: ClickSchedule
The Business Value
Proven Customer Value

The Business Challenges

The Service Operation Dilemma

Customer
Experience

Revenue
Growth

Workforce
Retention

Cost Reduction

Contradicting Forces
Customer
Experience

Workfor
ce
Reasonable
Retenti
Working
Hours
on
Efficient
Routing
Reduce Paperwork
Compliance

Expectation
Commitment
Response Time
First Call
Resolution

Revenu
e
Growth
Profit Per Job
Cover More
Demand
Overtime
Cost Reduction Travel Costs
Resource
Utilization

The Scheduling Challenge: Time Consuming

Process

When there are 3 Tasks and 3 skilled Resources, there are 6

potential scheduling options

6 scheduling
options

The Scheduling Challenge: Time Consuming

Process
How many scheduling Options exist for 6 Engineers and 6
Tasks?

720 Possible Scheduling Options!

The Scheduling Challenge: Time Consuming

Process

In a more realistic scenario when there are 30 Engineers and 100

Tasks:
30 Engineers

Possible Scheduling Options:

~1,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,
000,000,000,000,000!
100 Tasks

Summary: The Scheduling Challenge

Select an optimized
schedule
Examine various scheduling
considerations
Effective time frame
Flexibility to adjust with
dynamic changes

The Scheduling Challenge

Who does What, With what, When, Where for Whom?

Who has the skills?
What is the work?
What parts/tools do they have?
When does the work need to start?
Where is the work?
Who is it for?
Reduced customer service

Send the job to the mobile device

What if the device is not connected?
Duty of care
What if the engineer is driving?
Each job to the wrong engineer wastes time

Intelligent Scheduling
Intelligent Scheduling considers:
The Engineer
Skills
Current assignment

The Engineers Location

Latitude/Longitude co-ordinates
Time stamp

The Engineers Ability to Receive the Work

Connection status
Time stamp

Vehicle telemetry
Are they driving?

Scheduling Considerations

Service Level Agreements (SLA) How fast we have

to react
Geography Travel time, weather conditions,
distribution
Timing Personal schedules, holidays, sick leave
Skill matching Who is able to do the job?
Logistics Available parts, tools, staff
Customer history Repeat visit, complaints

And much more..

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ClickSchedule

ClickSoftwares Solution for Mobile WFM Scheduling & Optimization

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ClickSchedule Overview
ClickSchedule creates an optimal schedule based on
the business specific policies:

Customer
SLA
compliance
location
Equipment
Travel time
needed
Overtime
Time to complete
Engineer skill
job
set
And many others.
the
Working
hours
The specific policies are defined by
organization.
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ClickSchedule Logic
ClickSchedule optimizes the schedule by considering:
Business
BusinessRules
RulesRepresent
Representthe
thescheduling
scheduling
limitations
limitations
Business
BusinessObjectives
ObjectivesRepresent
Representthe
thegoals
goalsof
of
scheduling
scheduling
Business
BusinessKPIs
KPIsEvaluate
Evaluatethe
theschedule
scheduleby
bykey
key
performance
indicators
performance indicators
Business Rules, Objectives and Business KPIs can be configured
differently for each customer / business line / geography and such,
according to the business needs.

ClickSchedule and the Service Conflict

ClickSchedule
aids in
achieving
balance
between these
goals,
according to
the specific
organization

Customer
Experience

Revenu
e
Growth

Workfor
ce
Retenti
on

Cost Reduction
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ClickSchedule Unique Capabilities

Constantly optimizes the schedule throughout the day

according to real-time events
Provides street-level route optimization
Offers an intelligent appointment booking process, based
on real time resource availability
Single solution for multiple business lines and work types
(Supports anything from simple short tasks to multi-day,
multi-staged jobs that require multiple resources)
Ability to schedule and manage any type of resources
(inanimate, HR)
Proven scalability - support small service businesses to
large enterprise field service organization (40,000+ field
resources)
Enables easy integration via standard adapters to leading
CRM/ERP products and web service API

ClickSchedule Benefits

Reduce Costs
Improve overall visibility and
control
Increasing productivity and
efficiency
Minimize travel
Reduce overtime
Eliminate penalties due to
missed Service Level
agreements

Improve Customer
Satisfaction
Get the job done, on time,
the 1st time
Promise reliable, narrow
appointment
windows

Thank you

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