White Paper

The Importance And Benefits Of Automatic Technician Scheduling

Source: IFS North America

The challenges

Deciding which technicians to assign to service orders, and when to schedule and dispatch them can be a tricky if not complicated process. Consider these multiple influencing factors:

  • Which technicians have the training, skills, certifications, or even security clearances required to work on the item needing service?
  • Which of these technicians are nearest to the location where service is to be performed?
  • What are the technicians’ schedules? Which days, hours, shifts do they work? Are they on vacation, holiday, sick leave, in training, at meetings, etc.?
  • Is the equipment requiring service covered by a service contract, a warranty, or is the service billable on time & material basis.
  • What contractual response time, repair time, resolution time, or other service level agreement (SLA) commitments were made to the customer?
  • Which technicians will be free from other work and available to meet—or beat— those SLA commitments?
  • What is priority or urgency of the service request?
  • Is the equipment down and inoperable?
  • Is the customer requesting service a high value customer or critical account?
  • What is the most direct and cost effective route the technician should take to the service location?
  • Does the technician have the part(s) and tools they may need to service the equipment? If not, what is the nearest location where they can be obtained?

Download this white paper below to read more.