Exel Computer Systems SME 2014 presentation Engineer Scheduling “Get it right, first time & every time”

Exel’s Field Service Solution

Agenda Simon Spriggs Why is scheduling so important / key drivers? Why is scheduling so important / key drivers? Types of scheduling available in field service Types of scheduling available in field service The Eagle “assisted” scheduler – a different approach The Eagle “assisted” scheduler – a different approach Engineer Scheduling - “Get it right, first time & every time”

Key “Field Service” drivers when scheduling Knowing engineers’ whereabouts (today & tomorrow) Knowing when jobs need to be done by (the SLA) Who is the right engineer for the job? (area / skill / customer) How well utilised is each engineer? Real time updates – can engineer have more work today? Knowing the local area / geography Does the customer need a timeslot Are the scheduling decisions correct?

Types of scheduling currently on market Simple Allocation Intelligent Scheduling = huge expense Eagle Approach = Assisted Scheduling

To get the right engineer… To get the right engineer… To the right place… To the right place… At the right time. At the right time. With the right kit. With the right kit. Assisted Scheduling Making it simple for any individual Get plan right first time = better customer service = value to your business = value to your business

Show engineers’ whereabouts (today, tomorrow etc) Shows when jobs need to be done by (the SLA) Shows who is the right engineer for the job? (area / skill / customer) Shows how well utilised is each engineer? Gives real time updates – showing engineers that could have more work Shows the local area / geography Gives timeslot options Presents correct scheduling options for the user to choose from? Assisted Scheduling

Make the screen familiar for the user Make the screen familiar for the user Assisted Scheduling How Eagle makes it simpler… Similar to other Office applications Similar to other Office applications

Make information available as and when required Make information available as and when required Assisted Scheduling How Eagle makes it simpler… Expand panels / pull in hidden panels Expand panels / pull in hidden panels

Make information available as and when required Make information available as and when required Assisted Scheduling How Eagle makes it simpler… Split over multiple screens Split over multiple screens

When booking utilise a configurable rule engine When booking utilise a configurable rule engine Assisted Scheduling How Eagle makes it simpler… Guide the operator to the best decision Guide the operator to the best decision Best for your customer & for your business Best for your customer & for your business Response / SLA Recommended Engineer / Skill Travel + travel legs (grouping of calls) Reservation of capacity Different rules for PM vs Reactive cases + many more

Assisted Scheduling Plus ordering/routing & optimisation Getting more jobs done each day Getting more jobs done each day Making sure the plan is achievable/realistic Making sure the plan is achievable/realistic Real time ordering for optimum efficiency Real time ordering for optimum efficiency Plus takes into account all travelling times Plus takes into account all travelling times Optional job optimisation if required Optional job optimisation if required

Key “Field Service” drivers when scheduling Knowing engineers’ whereabouts (today & tomorrow) Knowing when jobs need to be done by (the SLA) Who is the right engineer for the job? (area / skill / customer) How well utilised is each engineer? Real time updates – can engineer have more work today? Knowing the local area / geography Time slots for Are the scheduling decisions correct? Assisted Scheduling

In Summary Assisted Scheduling = Keeping your customers & boss happy Assisted Scheduling = making it simple for your users

In Summary Assisted Scheduling = “de-mystification” of the scheduling process Get plan right first time = better customer service = value to your business

Summary

Thank you for Listening Any questions Stand M1470