Servicing, Maintenance & Monitoring

Segment sites by skill set

Map planned and ad-hoc appointment locations to understand spatial distribution of workload in relation to your engineering team. Filter appointments by plant or equipment type and skills required and compare against the skill profile of your engineer patches or base locations. 

Use your analysis to influence and define service levels so that any geographic, financial or skill outliers can be serviced appropriately. Identify locations that require special considerations such as security clearance or lone working risks.

Optimise engineer locations

Optimise the coverage of your engineering team based on the location of your planned service workload and historic ad-hoc appointments. 

Target recruitment based on areas of workload density or specific training or skill requirements. Minimise gaps and overlaps to maximise efficiency, reduce waste and enhance customer service levels.

Optimise appointment allocations

Right-size your engineering team to support growth or contraction based on seasonal workload patterns. Balance the workload allocation across your engineering team based on appointment locations, skill requirements and engineer availability. 

Factor in in-call time, visit frequency and travel time to identify the optimal number of engineers required. Build in allowances for ad-hoc work to manage last-minute job allocation as efficiently as possible.

Dynamic appointment scheduling

Create visit schedules plans to manage your planned maintenance work in line with agreed SLAs or due dates, maximising compliance with legal servicing, safety and insurance regulations. 

Split the work day-by-day by engineer, based on appointment duration, frequency, available dates, specific time windows and skills required. Minimise the travelling time, typically by 20%. Include ad-hoc appointments into the plan on a daily basis to direct engineers to emergency jobs as efficiently as possible.

Mobile workforce management

Dispatch your optimised visit schedules to your engineers via their tablets or mobile devices. Provide each engineer with a job-to-job walkthrough each day and the ability to manage ‘in-flight’ changes or trips to pick-up points or hotboxes efficiently. 

Provide engineers with technical documentation they need to complete each job. Capture and feedback enhanced location data, photos or job details to feed back into centralised reporting systems, removing the need for hard-copy reports.

Live SLA reporting

Create executive dashboard views providing immediate access to top level SLA conformance KPIs. Live reporting of service team activity to provide clear, actionable insights to operational managers to pre-empt issues or manage ad-hoc appointments as they occur. 

View and filter jobs by country, region, channel, key account or individual. Drill into and report on data gathered in the field by your engineers. Share dashboard views with your customers to evidence SLA compliance.

Enhance service levels

Provide mapping tools to customers to allow them to book and manage appointments, change appointment date or time and track engineer progress. 

Increase your customer service levels by providing clear communication and value-added services, including email and SMS notifications with engineer ETAs, consumer apps or integrated web portal.

Integrate with CRM systems

Integrate Geoplan’s mapping and optimisation tools with your existing CRM, BI, ERP or reporting systems. Ensure a smooth flow of data and maintain a single source of truth. 

Create a seamless end-user experience to optimise and streamline the service and maintenance workflows, reduce the change management overhead and ensure implementation of your optimised plan.