Can you help “Dave” gain visibility and control over his workforce?
Choose a challenge to solve:
Dave has either too many or not enough employees
Which of the following should Dave consider when forecasting the expected workload?
Great! When combined, the considerations you selected will give Dave insight n what to expect and will lead to accurate capacity planning. This is the visibility and control Dave needs to make sure that he plans right and always has the right amount of people at the right time.
Watch the demo: View how ClickSoftware schedules resources effectively.
The scheduling policies do not fit all of Dave’s needs
Help Dave gain control over his workforce by defining different scheduling policies to different scenarios
Match the scenario to the relevant policy
Well Done! The ability to define several different scheduling policies within the main schedule gives Dave the control he need to address each scenario in an optimal manner. By automating the scheduling process according to correct policies, Dave is able to easily handle complex regional requirement, vertical prioritization, and react to emergency events.
Watch the demo: See how ClickSoftware localizes and prioritizes scheduling policies.
The holidays are always chaotic and unpredictable
What should Dave do in order to prepare properly and have a happy holiday?
Great! By monitoring and analyzing KPIs ahead of time, Dave will be able to see what the holidays have in store for him, make the necessary adjustments and optimally control the situation. This time the holidays will go smoothly. You are ready for the next challenge.
Watch the demo: Watch how ClickSoftware monitors KPIs
Day of service
Choose a challenge to solve
Dave is always alerted to problems too late
By the time Dave found out about the unexpected complication, it was too late to solve. How can Dave get updates sooner?
Watch the demo: Watch how ClickSoftware provides complete visibility of a mobile workforce.
Unexpected roadwork has everyone stuck in traffic
Dave only found out that everyone was late when customers started complaining. How can he avoid these scheduling disasters?
Watch the demo: Watch how ClickSoftware identifies inefficiencies by monitoring KPIs.
There is an emergency and Dave has to send someone ASAP.
Dave has no time to lose. Can you help him find the best field employee for the emergency?
Click on the field employee you wish to send to the site.
Great Job! Location based services show where everyone is at all times, giving the visibility and control needed to schedule urgent tasks and respond in real-time to emergencies.
You have completed the Visibility and Control Challenges successfully. What would you like to improve next?
Watch the demo: View how ClickSoftware locates field engineers with one click.
Can you help Carl increase company revenues?
Choose a challenge to solve:
Premium contracts require the ability to deliver premium service
Carl only makes promises he can keep. What features should he offer to make the Premium Contracts worth the extra price?
Using a system that can differentiate between regular and premium contracts and their different priorities will allow you to define special features available only to premium customers.
By automating processes and using real-time mobility you can ensure that the special features you offer will be delivered as promised to your premium customers.
Title for banner: Premium Contracts
Watch the demo: See how ClickSoftware increases revenue by monetizing SLAs
Upsell is easier said than done
Carl wants field employees to upsell when at a customer site. Match the requirements to the tools that can make it happen.
Know what the customer can be interested in -> Mobile app connected to the CRM for customer tailored offers.
Show and offer new products on the mobile device -> Mobile app that showcases available products
Complete the financial transaction on site -> Mobile app to complete financial transactions on the spot.
Offer maintenance for other assets -> Next maintenance app for all assets in the customer house.
Offering additional company products or services while at the customer site is a great way to increase immediate revenue. Leverage the face time between field employees and customers to upsell.
Title for banner: Upsell
Watch the demo: View how ClickSoftware mobile apps enable upsells on service appointments.
Warranties are not always extended
Warranty extensions are sometimes ignored by clients. Help Carl find a solution:
You can encourage a personal relationship with your customers by always sending the same field employee to them and have him offer a warranty extension directly from his mobile.
Extending warranties in a way that is easy and comfortable for the customer will drive immediate revenue.
Title for banner: Preferred Engineer
Watch the demo: See how ClickSoftware consistently schedules preferred engineers.
Customer retention could be higher
How can Carl improve customer retention rates?
By improving service, customers are more likely to stay with your business and this increases revenues at a steady pace in the long run.
You can become an extraordinary service provider by offering online appointment bookings, mobile notifications and overall efficiency in operations.
Title for banner: Improving Service
Watch the demo: Watch how ClickSoftware empowers customers with ownership of their appointment times.
Improved efficiency creates idle time
As the company becomes more efficient, fewer field employees are required to complete tasks. How can Carl leverage this to increase revenues?
Available resources can be outsourced by offering subcontractor services to other companies, expanding into a new source of revenue.
If you are being efficient and have a strong and optimized workforce, you can go into a new line of business and continue growing.
Title for banner: Improving utilization
Watch the demo: View how ClickSoftware’s forecasting solution can help utilize all resources.
Carl wants to do more with existing resources
What can Carl do to increase business volume without increasing costs?
With the right system in place you can increase market share and do more with the resources you have while meeting SLAs, being efficient and offering great customer service.
Increasing business volume without increasing costs will lead to an increase in long-term revenue.
Title for banner: Optimized Scheduling and Mobility
Watch the demo: See how ClickSoftware mobile workforce management boosts productivity.
Can you help Linda make sure that all SLA’s are optimally met?
Some scheduled appointments are missed
Linda pays fines for late or no shows. What can she do to avoid this?
Title for banner – Truth Based Appointment Booking
Watch the demo: View how ClickSoftware builds the best possible schedules.
Maintenance tasks fall through the cracks
How can Linda get all the maintenance tasks done on time without affecting service? Select the features that can assist her:
Great! By adding these features into the scheduling system, maintenance tasks can be seamlessly included in the daily schedule without affecting the high priority tasks of the company. Finding the right balance between routine maintenance tasks and high priority tasks will ensure operations efficiency where nothing falls through the cracks.
Title for banner – Scheduled Maintenance Tasks
Watch the demo: See how ClickSoftware methodically balances low and high priority jobs.
Tight SLAs were promised to new customers
Linda needs to make sure the new SLAs are met. What is the first step that the company has to take?
Title for banner – Capacity Planning
Watch the demo: See how ClickSoftware capacity planning leads to high utilization of resources.
Every day brings unexpected delays
How can Linda meet SLAs come rain or shine?
Title for banner – Real-Time Mobility
Watch the demo: View how ClickSoftware reshuffles tasks to meet SLAs
Urgent task came in but schedule is full
Title for banner – Urgent Task Insert to Schedule
Watch the demo: Watch how ClickSoftware inserts urgent tasks into existing schedules
There is an emergency that requires immediate attention
Someone needs to be sent ASAP. How can the tight SLA be optimally met?
Title for banner – Location Based Services
Watch the demo: View how ClickSoftware uses location based services to meet SLAs
Can you turn Carol into a happy customer?
The call center is busy & Carol has been holding for 20 minutes
Can you fix this without going over budget?
Title for banner: Mobile Appointment Booking
Watch the demo: See how ClickSoftware's mobile appointment booking improves customer satisfaction.
Carol needs an appointment but the earliest slot is in 3 weeks
Can you find a way to offer earlier appointments?
Title for banner: Real-Time Scheduling
Watch the demo: See ClickSoftware’s real-time scheduling in action.
Carol was told to wait at home from 10:00 to 16:00
Can you find a way to shorten appointment windows?
Title for banner – Real-Time Scheduling
Carol is waiting for the field employee who is late
How can you fix the “late employee” problem?
Watch the demo: See how CickSoftware reshuffles the schedule in real-time to handle unexpected events.
The field employee doesn’t have the right skills or tools
Can you find a way to always send the right field employee?
Title for banner: Skills and Tools integrated into Schedule
Watch the demo: View how ClickSoftware integrates skills and tools into the scheduling process.
The problem is different than what they expected.
What should your field employee do when ad-hoc work is required?
Watch the Demo: Watch how ClickSoftware generates greater field employee productivity.
Can you help Frank reduce the cost of service?
In the office
Choose an area to reduce costs
Frank has 1 dispatcher for every 10 field employees (1:10 ratio). How can he improve the ratio and reduce costs?
Title for banner: Consolidation of Dispatch Centers
Watch the demo: See how ClickSoftware enhances dispatch centers’ capabilities.
Overtime costs continuously exceed the planned budget. How can Frank reduce overtime costs without affecting service?
Title for banner: Overtime Reduction
Watch the demo: View how ClickSoftware reduces overtime costs without affecting service.
A lot of time is spent driving but the routes are not always optimal and fuel is expensive. What can Frank do to reduce travel costs?
Title for banner: Street Level Routing
Watch the demo: Watch how ClickSoftware uses street level routing to schedule actual travel routes.
Field employees spend too much time on manual processes to complete and report tasks. What should Frank do?
Great work! Eliminating paperwork by capturing task completion information in real time on any mobile device and making it available to back office systems gives more time to being productive.
This enables quicker completion and invoicing while giving visibility throughout the day as to what is really happening out in the field.
Title for banner: Task Completion
Watch the demo: View how ClickSoftware captures and reports on tasks in real time.
With the customers
Repeated visits are required too often
Frank needs the first time fix rate going up. He made a list of the reasons for repeated visits. Can you help him?
Good job! By making sure that the right field employee is sent to the right place at the right time, with the right tools and equipment, the first time fix rate will go up and costs will immediately go down.
Improving the first time fix rate will not only lead to cost reduction but will bring a significant increase in customer satisfaction.
Title for banner: First Time Fix Rate
Watch the demo: See how ClickSoftware increases first time fix rates.
The customers are not at home when they should be
Frank dislikes it when customers are not at home, as it is a waste of time, fuel and productivity. How can you help Frank?
These notifications reduce the cost of repeated visits due to “No Shows” and can be sent a week before, a day before and even on the same day. You are ready for the next challenge.
Title for Banner - Notifications
Watch the demo: View how ClickSoftware’s customer appointment notifications save costs
Customers need Same Day Service
Same Day Service is complicated and expensive but highly needed. What can Frank do to keep the cost low?
A background schedule optimizer can automatically identify available slots based on real-time updates from the field – due to early completion, low priority and more - and schedule Same Day Services into that slot, thus maximizing utilization and reducing costs.
Congratulations, you have completed the Cost Reduction challenges. What would you like to improve next?
Title for banner - Same Day Service
Watch the demo: See how ClickSoftware automatically finds available slots to enable same day service