Optimised to make 80-120 appointments per day
Bubendorff’s challenge: To rationalise its technicians’ appointments
Specialising in electrical rolling shutters for the past 50 years, Bubendorff designs, manufactures and sells its products to building professionals in France, Belgium, Switzerland, Germany and Spain.
By offering an exclusive free warranty on parts, labor and travel, Bubbendorff gives its customers peace of mind. This being so, it is easy to understand that optimizing the technicians’ callouts is a big deal for the company!
The Bubendorff technicians have been making service rounds since 1998. They began with 9 technicians who divided the territory between them. At the beginning of the 2000s, callouts were running at approximately 15,000 per year. In 2005, Bubendorff continues to grow and decides to equip itself with a genuine tool for optimising rounds.
Gone is the era of paper-based rounds and disparate tools, Bubendorff must now be able to depend on a comprehensive, reliable and ergonomic solution that enables it to take full advantage of cartography to optimise the management of scheduling appointments for its field technicians.
GEOCONCEPT’s tailored response: Opti-Time GeoScheduling
Following a market analysis, Bubendorff selects GEOCONCEPT and its flagship scheduling optimisation solution Opti-Time GeoScheduling. “We immediately saw the potential of the GEOCONCEPT solution when it was presented. Indeed, the tool delivered a productivity gain in excess of 20% !” was the happy conclusion of Nourdine Benkemouche, Bubendorff’s Planning and Intervention Manager. “Apart from its performance, we were also impressed by the ergonomics of the solution ; it’s easier to schedule appointments and we benefit from a clear and accurate display of the technicians' schedules.”
The tool came into operation at the end of 2005 and incorporates customised parameters such as the callout lead-times (5 days if the parts are in stock, 10 days if a part has to be remanufactured), as well as the technicians’ skill sets and availability.
When a user detects a fault with his electric shutter, he contacts his installer who relays the request to Bubendorff’s customer service department. The moment it is received, the request is logged by a data entry assistant with the serial number of the shutter, the details of the customer requiring assistance and the nature of the fault. The callout data are geolocated in real time and replicated in the Opti-Time GeoScheduling scheduling interface. The system then optimises all the pending appointments overnight, enabling the scheduling assistants to contact the users directly the next morning.
A proven system
Opti-Time GeoScheduling has revolutionized the daily lives of the repair and customer departments’ staff at Bubendorff. Indeed, the solution’s ease of use, reliability and performance means the scheduling assistants can be calm and confident in proposing logical callouts to the field technicians, who receive their callout sheets at the end of the day together with the confirmation of their next day’s schedule.
As well as making the teams’ working conditions easier, the solution has also made it possible to increase the callout appointment scheduling capacity. “In 1988 an assistant was able to make between 30 and 40 appointments per day. Today, thanks to the GEOCONCEPT solution, an assistant can make 80 or even 120 appointments per day”, explains Nourdine Benkemouche. “While we have doubled the number of scheduling assistants between 1998 and now, we have quadrupled the number of callouts”.
Operational within short order, the GEOCONCEPT solution thus enabled Bubendorff to win its challenge hands down by improving the processing of callout requests in the long term. A more than positive result that satisfies the directors, scheduling assistants, the technicians but also the customers.