Case Studies Service Lifecycle Management-Aftermarket Services
Client
National Plumbing Services Company
Engagement Scope
Evaluate efficiency & productivity of field service force
Problem
Client had limited visibility to location of Field Engineers and was experiencing low call closure rates; dispatch performed through regional call centers
Blumberg Advisory Group Recommendations
- Conducted Benchmark Evaluation of FE Utilization levels
- Built business case pro-forma to consolidate regional call centers
- Instituted disciplined controls and procedures for FE assignment & scheduling on front-end and call close out on the back-end
- Deployed mobility solution with Route Scheduling application
- Equipped vans with AVL to monitor FE locations
Results
- Reduce Call Center operating costs by 65% through centralization
- Increased FSE productivity levels by 75%
- Improved monthly cash flow & customer satisfaction