CASE STUDY: IBM


EFFECTIVE REAL-TIME SCHEDULING FOR A SMART SERVICE


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FLS products:



Requirements:

  • Scheduling of the field service employees
  • Consideration of various order types, start and end locations, skills
BENEFITS:

  • Significant cost savings
  • Improving the continuous availability of the machines for the consumer
  • Significantly less planning effort for the management level



The International Business Machines Corporation (IBM) is a worldwide leading IT-company for hardware, software and services as well as one of the world´s largest business consultancy firms. The organization employs over 400,000 people worldwide. The IBM Deutschland Customer Support Services GmbH is an IT service company and a fully owned subsidiary of IBM Deutschland GmbH. They are responsible for installations, maintenance and repair for the domain “eClient”.

The challenge
IBM’s technical field service is managed centrally from the CSG Helpline Center in Erfurt. If a problem cannot be resolved remotely, onsite remedial work is organized immediately, using FLS VISITOUR, within the agreed service response times. Depending on the order type and place both IBM technicians and service partner are scheduled with individual starting points and destinations.

The solution with FLS VISITOUR and FLS MOBILE
FLS VISITOUR ensures instantaneous intelligent scheduling, taking into account the skills required. It ensures cost-efficient deployment of service technicians while complying with company guidelines and statutory regulations.

As part of the project, FLS VISITOUR is deployed on an IBM xSeries server with an IBM DB2 database / IBM Tivoli Storage Manager.

The benefit
Thanks to intelligent real-time planning the service organization ensures both significant cost savings and precise, realistic scheduled service technicians and a reliable field service.