Haley Bucelewicz | 12.04.19

Customer expectations for service are more demanding than ever before. Whether they need a network installation or a gas leak repaired, it’s important that organizations provide fast, seamless, and exceptional service experiences for their customers. 

But with so much to consider and keep track ofschedules, resource availability, skills, travel times, costs, and so on—manual processes and spreadsheets just won’t cut it. To be efficient and effective, service organizations need a sophisticated field service management (FSM) solution that automates and optimizes things like scheduling, routing, and capacity planning and frees up humans for more complex tasks. Likewise, with a workforce that’s constantly on the go, organizations need a mobile solution that connects the entire organization, and allows for real-time communication between the field, back office, and customers.

But don’t just take our word for it. Below, four leading field service providers share how an optimized field service management solution helped them improve their operations. 

Fujitsu Australia Increases Operational Visibility and Improves Capacity Management


Fujitsu Australia and New Zealand is a leading provider of business, information technology, and communications solutions. Fujitsu partners with customers to consult, build, operate, and support business solutions, and has earned a reputation as the single supplier of choice for leading corporate and government organizations. 

According to Tony Grivell, Head of National Field Services, Fujitsu Australia lacked the visibility it needed to accurately plan and schedule the workforce. They needed an optimized field service management solution that would allow them to control their engineers days better, improve capacity management, and meet SLAs.

With optimization in place, Fujitsu Australia improved scheduling, travel times, and resource utilization. They also increased available capacity, allowing them to complete 25% more jobs per day. 

Sura Completes More Tasks With the Same Resources Using Optimized FSM


Sura, one of the largest Latin American insurance companies, has a presence in nine countries and offers car, health, life, and home insurance. Armed with over 2,500 field resources working 24/7 shifts, their car insurance division handles over 1,500 emergency calls per day. 

Before implementing an optimized FSM solution, scheduling and dispatching was completely manual, according to IT Analyst Jhon Mesa. With so many emergency jobs and resources to manage, they needed a solution that would automatically produce the most efficient schedule. And because they needed to move quickly, they wanted a cloud-based solution to facilitate deployment. 

By automating their operations, Sura found they were able to complete more tasks per day with the same amount of resources. There was no need to scale their call center or onboard new employees. Likewise, they took advantage of the solution’s native mobile application to improve user experience for technicians. Now, straight from their mobile device, technicians can quickly and easily view their tasks and daily route, get live traffic updates, collect data, and communicate with customers in real-time.

Auckland Council Enhances Customer Experiences and Boosts Productivity with FSM


Auckland Council is the local government council for the Auckland Region in New Zealand. Manager of Building Inspections Jeff Fahrenson’s team ensures that builders are in accordance with building codes during construction. 

Previously, Auckland Council had a manual process of scheduling inspections, where individual inspectors were planning their own day’s work. They also had a customer call and booking system with 20-30 minute wait times to book an inspection, leading to customer frustration. 

With an optimized field service scheduling solution, team leaders save 2.5 hours per day because they don’t have to manually plan their days or worry about last-minute changes such as customer cancellations or technicians calling in sick. Their FSM solution automatically determines the most efficient schedule and constantly optimizes in real-time to account for same day disruptions. And due to route optimization, Auckland Council saw a 10% increase in inspections in just 6 weeks. 

Additionally, by implementing a new online booking system, Auckland Council has improved customer experience. They’ve seen a drop in calls by over 700 per day as a result, saving them money on top of enhancing customer service.

M.U.D. of Omaha Reduces Emergency Response Times by 40%


Metropolitan Utilities District (M.U.D) of Omaha is the only metropolitan utility district in the state of Nebraska. With 120 service technicians, they serve about 220,000 gas and water customers in the Omaha, Nebraska metropolitan area. They are the fifth largest public gas utility in the United States with a mission to provide safe, reliable, and cost-effective natural gas and water services to their community. 

Because emergency work is crucial in the natural gas industry, reducing emergency response times was M.U.D. of Omaha’s primary objective. According to Don Lytle, ERP Functional/Technical Analyst, the organization was previously manually scheduling all work the night before, on top of handling same-day orders. This made it difficult to track where resources were throughout the day and meant there was little visibility into the schedule. 

By adopting an automated and optimized FSM solution, M.U.D of Omaha was able to reduce emergency response times by 40%. Now their technicians actually arrive onsite before emergency services does. 

And because the solution is mobile, technicians receive emergency order alerts in real-time on their mobile device. They simply click on the job’s address and open the mapping application to take them on the most efficient route to the job. 

For more field service success stories, check out our case study library