Technical services company — Field service
Scheduling technicians without a whiteboard
Work was assigned on a whiteboard and over the phone. We joined the path from request to confirmed completion.
- Year
- 2023
- Industry
- Field service
01Challenge
Every morning one person split roughly forty requests among technicians, accounting for area, specialisation and workload. Changes during the day were communicated by phone and recorded nowhere.
02Analysis
- 01Knowledge in one person’s headThe assignment rules were written down nowhere; on the days that person was away, scheduling quality dropped noticeably.
- 02Lost intraday changesCancellations and swaps happened by phone and never appeared in the end-of-day report.
- 03No historyWhen a customer complained about a delay, there was no timeline to review.
03Solution architecture
01 — Solution architecture
Request
- Phone
- Form
- Recurring contract
02 — Solution architecture
Scheduling
- Assignment rules
- Technician capacity
- Geographic area
03 — Solution architecture
Execution
- Technician app
- Status updates
- Customer confirmation
04 — Solution architecture
Review
- Daily report
- Delays
- Workload per person
04Results
- Daily scheduling effortabout 90 minutesabout 15 minutes of review
- Intraday changes recordedby phone, unrecordedcomplete and traceable
- Timeline per requestdid not existcomplete
Toolsn8nPostgreSQLTechnician mobile appMetabaseSMS gateway
Next step
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