When the washing machine goes on strike or the TV quits, the consumer is in need of quick help. Customers can contact the “Technik Service 24” company for the repair of electronics and white goods of all brands per phone or Internet. In the call centre in Hamburg, 40 employees accept 1,100 customers orders per day, a total of 270,000 per year.
Because FLS is able to guarantee these requirements, the company has used VisiTour Service since June 2005 – with expanded solutions which the FLS specialists “custom made” for the special needs of Technik Service 24.
What the employee does not notice: VisiTour Service checks in the background which of its 160 field technicians and 240 service partners can execute the order in which area on which day. Furthermore, the program checks whether the technician has those spare parts with him that he will most likely need. Already while making the appointment on the phone, the program checks immediately whether a spare part needs to be ordered from stock. For the total calculation process including the route planning, the FLS program needs less than one second.
Additionally, due to its “qualification matrix”, the FLS system ensures that only those field technicians are deployed for demanding repairs – e.g. with gas heating systems – who have the necessary job qualifications. At the same time, the employees’ regulation working hours are managed by a “scheduling framework”.
