Case Study – Diebold Inc.1Proprietary and Confidential
Real-Time Schedule Optimization for Improved Service and Reduced Costs
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
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
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
ImplementationDiebold 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
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
Impact9Proprietary and Confidential
Doing Away with Geographical BarriersBreaking 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
Improved Efficiency• Improved time and resource
management through street-level routing • Reduced travel time and mileage• Reduced vehicle maintenance costs
11Proprietary and Confidential
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
Decision MakingAutomated scheduling process helps the Diebold management team better determine where to invest time and resources
13Proprietary and Confidential
Thank you