Field Service Success Story – Unisys
Unisys is a leading technology company based in Philadelphia, Pennsylvania. Unisys provides a number of services for its diverse clientele including maintenance services for Unisys’s outsourcing and technology businesses, as well as performing “private label” service for the other vendor’s technology equipment.
Unisys was looking to gain efficiencies in its same-day service business as well as improve overall scheduling processes as the business grew. They planned to do so by implementing field service management software to help with the scheduling of their field technicians, who are located across the United States. They selected ClickSoftware’s ClickSchedule solution with street level routing, which was integrated with several of Unisys’ existing backend systems, including appointment booking, the dispatching tool, and a database of service level agreement information.
The implementation of ClickSchedule has helped Unisys to centralize its scheduling process, which has reduced the number of schedulers involved with its next-day business. Steve Moore, Director of Operations, elaborated on this success, stating; “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 that 90% of call in our next-day business are scheduled automatically.” Other benefits include:
- 40% improvement in jobs completed per day
- Decreased number of schedulers by 40%Decreased number of field technicians by 40%
- Maintained average mileage between jobs even though workload was being spread out among fewer, and more geographically-separated technicians