Field Service Evolution

$2.9 billion Diebold, Inc. is continually refining its field service automation solution to drive out inefficiencies and reduce costs.

Any CIO or technology director will tell you: An implementation is never complete. You don't install and integrate new technology, let it work for a few months, and then strike it off your to-do list. At least you don't if you want your technology implementation to last long-term and benefit your business. That's the approach $2.9 billion Diebold, Inc. took with its field service automation project.

Over four years, the self-service and security systems provider developed, implemented, and refined an automated scheduling solution for its field service force of 4,500. Doing so increased field tech productivity and reduced response time variability – and Diebold isn't done yet.

Diebold is best known for its ATMs, as well as for security systems in the financial markets. Its field techs, called customer service engineers (CSEs), are categorized into two types: first-line and secondline.