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Case Study – Ledcor Technical Services

Optimized Scheduling Helps Ledcor Increase Daily Work Completed by Technicians and Accelerate Billing Cycles

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Ledcor• Head offices in Vancouver, British

Columbia and San Diego, California• Employing more than 8000 people• Founded in 1947• An employee-owned conglomerate

that operates across North America• Expanded steadily and today offers

a variety of capabilities across many sectors

Challenges• Ledcor Technical Services (LTS)

Division builds and services networks for communications clients across Canada and the US

• LTS field service efforts focus on scheduling the right number of technicians with the right skill

• Resource management is a foundation of the LTS business

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“Our dispatchers often had to play catch-up trying to meet customer needs,”

“We always felt like we were behind. This took away from our ability to support technicians in

helping them meet appointment times and providing help when they ran behind on a job.”

Doreen Ross, an LTS Dispatch Supervisor

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Ledcor Benefits• 20% increase in work completed per day

increasing onsite time with each customer • Decreased billing-process and order-to-cash

flow intervals by 80% • Reduces required dispatcher resources by

33% manage 50% more technicians• Lowers amount of time for technicians to

process work orders from fifteen minutes down to five minutes

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• Improves visibility into call status• Increases order data accuracy

significantly, leading to dramatic increases in billing data accuracy

Optimized Scheduling Helps Ledcor Increase Daily Work Completed by Technicians and Accelerate Billing Cycles

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The Solution

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Ledcor solutions• LTS began its search for an

automated scheduling solution• ClickSoftware rose above the other

providers by demonstrating how closely it works

• LTS chose ClickSoftware’s cloud-based offering due to the quick deployment this approach enables and the ability to realize results immediately

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“ClickSoftware also set itself apart with its ClickSchedule workforce management solution, which offers three important capabilities,”

Peacock adds. “This includes schedule optimization, street-level mapping, and the

flexibility to meet each customer’s specific needs.” “High resource utilization is the lifeblood of any service organization,”

“By achieving this objective, we can empower our sales team with the ability to differentiate our services from our competitors.”

Gerry Peacock, Director of Resource Planning for LTS

The Implementation

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Implementation• LTS started rolling out the ClickSchedule

cloud-based solution to the dispatch team and field technicians

• ClickSchedule helps other LTS service personnel perform their job functions and enables an easier work experience for everyone

• LTS makes it possible for technicians to easily access information from their personal devices in real time and submit updates relative to each job

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“With this new approach, technicians don’t necessarily know what’s coming up next on their schedule, and that’s an adjustment. But we emphasized giving ClickSchedule

time to prove itself and applied some tweaks to give technicians certain capabilities they asked for.

The technicians now see how much ClickSchedule makes it easier for them to have a more productive and

less stressful day.”Kurt Wood, the LTS ClickSoftware System Administrator.

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“ClickSoftware gives us a leg-up against the competition by providing us with the total utilization of resources and

visibility into the location of field technicians, their skill sets, and their job schedules.

“Having all this information allows us to respond to customer demands faster and more efficiently.

This makes us unique from all the other players.”Jimmy Byrd, President of LTS

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Thank you

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