Observe how Diebold Improves Service and Reduces Costs with Real-Time Optimized Scheduling.

1. Case Study – Diebold Inc.
1Proprietary and Confidential
Real-Time Schedule Optimization
for Improved Service and Reduced Costs

2. Diebold, Incorporated
• Provides integrated self-service
delivery, security systems, and services
• Maintains field workforce of
approximately 2,200
• Receives 11,00 service calls per day,
many requiring immediate or fast
turnaround
• Implemented ClickSchedule solution
with street-level routing to improve
overall efficiency and performance
2Proprietary and Confidential

3. Challenges
• Company had been assigning
work on a purely geographical basis
• Jobs were prioritized at the field
resources level – not necessarily
minimizing mileage and travel time
• Managers lacked visibility into field
operations, impairing their ability to
make informed decisions and respond
quickly to customer concerns
3Proprietary and Confidential

4. Advantages of Workforce Management
Solution
• Total visibility
• Centralized scheduling operations
• Reduced mileage and travel time, and related
expenses
• Improved utilization of internal resources
• Improved ability to meet customer expectations
• Better monitoring and management of scheduling
costs
4Proprietary and Confidential

5. Implementation
Diebold selected the Scheduling
solution with street-level routing:
• Implemented in more than 60
multi-territory regions across
the United States
• Integrated into Diebold’s
existing systems infrastructure,
including CRM and logistics,
parts management, reporting,
and mobility components
5Proprietary and Confidential

6. ClickSchedule provides:
Complete view of field resources
• Ability to allocate resources using
set rules that are based on the
strategic priorities of the business
• Optimized scheduling, taking into
consideration available resources,
their skills, and locations/routes
7Proprietary and Confidential

7. Impact
9Proprietary and Confidential

8. Doing Away with Geographical Barriers
Breaking down the geographical barriers enables:
• Greater flexibility in scheduling
• Job specialization – scheduling by skill
sets, not just by location – better quality
job performance
10Proprietary and Confidential

9. Improved Efficiency
• Improved time and resource
management through street-level routing
• Reduced travel time and mileage
• Reduced vehicle maintenance costs
11Proprietary and Confidential

10. Optimization of Routing
“We drive a quarter of a million miles every
day... Even a very small improvement in
efficiency of maybe a quarter to a half a percent
could save us roughly 1,000 miles per day, which
has huge cost implications.”
Dwight Jellison, Service Delivery Team Manager
Diebold, Incorporated
12Proprietary and Confidential

11. Decision Making
Automated scheduling process helps the Diebold
management team better determine where to invest time and resources
13Proprietary and Confidential

12. Proprietary and Confidential
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