Unisys Drives Significant Productivity Improvements While Reducing Costs with Optimized Scheduling.

1. 1Proprietary and Confidential
Case Study – Unisys
Driving Productivity While Reducing
Costs with Optimized Scheduling

2. Unisys
• Philadelphia-based service
organization with 1,000
field service technicians
• Mostly time-sensitive break/fix
work that fall under same-day
or next-day SLAs
• Implemented ClickSoftware product
suite to optimize the scheduling
process and reduce costs
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3. Challenges
• Transition from zip code-based
routing and scheduling system
to more centralized approach
to scheduling
• Increase the number of
calls per day and to meet SLAs
• Reduce the number of
scheduling personnel
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4. Advantages of the
ClickSchedule Solution
• Automatic scheduling capabilities
• Street-level routing
• Ability to integrate with Unisys’
existing backend systems
• Appointment booking
• Dispatching
• SLA database
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5. Impact
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6. “We used to manage every call that came
in and needed to have a scheduler 'touch'
every job. Now our schedulers just manage
exceptions that fall outside our normal
scheduling parameters, reducing the need
for manual touches. Today, more than 90%
of calls in our next-day business are
scheduled automatically.”
Steve Moore Director Operations, Unisys
Automated Scheduling
• Need for fewer schedulers
involved in next-day business
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7. Planning
• Ability to incorporate parts
pickup as part of each
technician’s schedule
• Pick up/drop off methodology
jointly developed by
ClickSoftware and Unisys
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8. Street-Level Routing
• Increase in number of jobs
completed per day
• Maintained average mileage
between jobs even though
workload was spread between
fewer, and more geographically-
separated technicians
“To have a real schedule, we have
to know how long it takes to get
from Point A to Point B...”
Steve Moore
Director Operations, Unisys
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9. Overall Efficiency
• 40% improvement in
jobs completed per day
“The more information you can
feed into ClickSchedule to allow it
to optimize, the better off you are.”
Steve Moore Director
Operations, Unisys
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10. Proprietary and Confidential
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