ClickSoftware has completed the implementation of its optimized scheduling and dispatch system at the Australian customer service operation of Fisher & Paykel Appliances.
The successful implementation of the system has enabled them to increase the number of daily service calls completed by their technicians as well as improving response times and customer satisfaction levels. The company’s customer service operation in metropolitan Australia is provided by franchised representatives. They are licensed to exclusively service Fisher & Paykel products and customers within their respective boundaries and capabilities, and have been given the potential to improve their bottom-line with the new system in place.
To ensure that the Company’s customers consistently receive preferred appointment times and the right resources, ClickSchedule makes real-time decisions based on multiple variables, such as travel time, resource load, work priority and each technician’s specific area of expertise. Fisher & Paykel Appliances are also planning to implement ClickAnalyze, which will transform their service operation data into intelligence leading to further optimization of their service performance.
“ClickSoftware provided the technical expertise, in terms of scheduling, GIS and mobile solutions, to move from a trial to a full national implementation in under four months,” said Rod Gruggen, General Manager – Customer Services Australia of Fisher & Paykel Appliances. “Our success relies on our customer service representatives and franchise owners. Knowing that the ClickSoftware system is making them more productive, has meant an easy and swift adoption of the technology throughout our network of subcontractors.”
The ClickMobile application, powered by mobile software technology from Orsus Solutions provides real-time dispatch of jobs with reactive scheduling, for better control and customer service.
Using handheld Symbol devices, technicians can send and receive the data required to effectively complete tasks, wirelessly report on parts utilization, trigger billing and print invoices using an infrared printer.
“The combination of mobile computing with real-time optimization algorithms is taking capacity utilization and customer responsiveness to new heights. Fisher & Paykel Appliances is committed to delivering great service, and, by adopting pioneering technologies, it is now reaping the benefits that optimization solutions offer in maximizing customer service while minimizing operating costs,” said Dr. Moshe BenBassat, CEO of ClickSoftware. “Our experience and understanding of the logistical and operational challenges in the appliance service industry is second-to-none, and this implementation extends our leadership in this market. As customer service becomes the deciding factor for consumers, technology can provide the means for industry players to gain the upper hand.”
ClickSoftware’s Professional Services team installed the ServiceOptimization Suite in Fisher & Paykel Appliances’ customer care center in Brisbane, which handles field service operations across Australia.