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Case Study – Unisys

Driving Productivity While Reducing Costs with Optimized Scheduling

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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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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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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Impact5Proprietary and Confidential

“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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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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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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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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