More than ever, service organizations are turning to advanced technology to meet customer service needs. Research conducted by Aberdeen Group has shown that Field service managers get the highest return from IT investments in field service planning. After all, planning algorithms can increase productivity and saves time for planners to highlight incidents and other important tasks. Research agency Gartner has also noticed the surging popularity of Artificial Intelligence in Field Service, concluding that more than half of all Field Service assignments will be planned by "automated optimization algorithms” by 2025. The Field Service industry is large and is served by many IT vendors selling ERP, CRM, planning, and mobility software. Generally, all processes are managed via a single platform, with an experienced planner using a digital planning board to carry out the planning process and assign tasks. Linking visits to mechanics whilst taking myriad restrictions into account can be a complex puzzle. Although many vendors are looking to incorporate additional scheduling features into their software, such as route optimization or scheduling proposals, they do not have the required capacity in knowledge and development of algorithms and business processes.
Newminds: “Demand for quicker, more efficient ways to schedule field service technicians is increasing”. Newminds MS-Dynamics (ThyssenKrupp case)
With its expert knowledge in mathematical optimization, ORTEC can enhance vendor software with intelligent FSM scheduling by adding modules used to ‘sequence’ orders or suggest schedules, or even to monitor and optimize a dynamic plan. These optimizations make vendor software more versatile and competitive, without requiring vendors to build up knowledge of processes and algorithms. End-users will not have to implement any new software and can continue to use their own, enhanced scheduling tool with one and the same point of contact: the vendor!
Mendix/FlowFabric ”With this partnerhsip, we can combine the rapid development of business applications with ORTEC's expertise in applied decision-making" (Mendix story)
State-of-the-art, super-fast Cloud Technology used for order sequencing, batch planning, time slotting and route optimization are not new, but the ORTEC Scheduler is! In a service organization, changes can come in thick and fast. A technician may be stuck in traffic, a customer may be on-site, or the office may receive a call about a fault or urgent job! The ORTEC Scheduler processes changes immediately and adjusts the schedule in real time, giving service organizations constant access to up-to-date information to help them stay in control! When done properly, smooth order allocation and fulfilment can improve customer and technician satisfaction whilst also increasing efficiency and reducing travel costs.
Gomocha: “ORTEC extend our Field Mobility Platform with scheduling functionality to promise real-time visibility to essential field service team members” Gomocha (FM360)
Research agency Gartner has also noticed the surging popularity of Artificial Intelligence in Field Service, concluding that more than half of all Field Service assignments will be planned by "automated optimization algorithms” by 2025. How can you, as a vendor, cope with this development in an efficient way?
