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Field Service Success Story – Diebold

Field Service Success Story – Diebold

Field Service Success Story – Diebold

May 18, 2011 ClickSoftware 0 Comments

Diebold Inc. is a global leader in providing integrated self-service delivery and security systems and services.  Their field technicians are primarily responsible for break/fix and emergency response work supporting Diebold’s ATM’s and other self service solutions, physical and electronic security systems, card-based systems and more.

In order to streamline their business processes, increase efficiency, and improve management visibility, Diebold sought to implement a field service automation solution.  In 2006, Diebold selected ClickSoftware’s ClickSchedule solution with street-level routing and spent the next three years systematically rolling it out to more than 60 multi-territory regions across the United States.  The ClickSchedule solution was also integrated into Diebold’s existing systems infrastructure, which includes CRM and logistics components, as well as parts management, reporting, and mobility components.

Most significantly, ClickSoftware’s street-level routing capabilities have helped to reduce the number of miles that technicians drive per day.  As Dwight Jellison, Service Delivery Team Manager, expressed; “We drive a quarter of a million miles every day.  Even a very small improvement in efficiency of maybe a quarter to a half a percent could save us roughly 1,000 miles per day, which has huge cost implications.”  With the ClickSoftware solution, Diebold has reduced overall travel distances by more than 300,000 miles a year.  Other benefits include:

  • Improved number of calls per day per technician by 33.1%
  • Improved management visibility and control of the service operation
  • Centralized the scheduling process which enables better resource sharing

To read more about Diebold’s field service optimization journey and the results they have seen, read the case study here.

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