Retail entertainment equipment specialist, Clearhill, is automating its service operation with an integrated route optimisation and mobile workforce solution from Maxoptra.
With the introduction of the Maxoptra dynamic field service scheduling and dispatch platform – communicating directly with GeoPal's mobile service management apps – Clearhill expects a dramatic improvement in the efficiency of its support operation. Clearhill supplies more than 200 shopping centres across the UK and Ireland with installations such as children's rides, photo booths and candy carts. Its service engineers are on call 24/7, responding to routine maintenance requests, contract services and emergency call-outs.
"Retail locations don't operate a 9-5 service, so neither do we! In fact our customer service is available 24 hours a day, seven days a week and 365 days a year, with service engineers, service assistants and dedicated account managers ready to respond no matter where or when an issue arises," commented John McAreavey, Financial Director of Clearhill. "That is why we needed an end-to-end scheduling, route planning and mobile workforce management solution that was flexible and well supported, like the Maxoptra GeoPal offering."
The implementation of the integrated Maxoptra GeoPal solution will allow for the effective scheduling of routine visits within a newly allocated contract service time. Using Maxoptra's comprehensive planning functionality, Clearhill can take into consideration any number of variables, including available resources, drive time to location, onsite preparation and opening hours. It also allows for more defined factors, such as the number of machines onsite, revenue generated and cash processing day, to be considered. For unplanned service requests, Maxoptra will be used to schedule visits and optimise routes within a number of fixed parameters, which include job priority and future service schedules.
Once visits have been scheduled and optimised routes planned, daily, weekly and even monthly schedules can be produced and communicated directly to the correct service engineer via the GeoPal mobile app. This allows dispatchers to monitor the type of work being undertaken and compare it to service history, and track the work progress during the day. Customisable templates can also be used to prompt the service engineer to take photos, complete maintenance logs, scan barcodes and capture customer signatures, for example.
"Working alongside Maxoptra, we can deliver tangible and repeatable results across Clearhill's service operation," said Gerard O'Keefe, Managing Director of GeoPal. "Our partnership with Maxoptra builds on the strengths of each party for the benefit of the client."
Stuart Brunger, Head of Business Development at Maxoptra, added, "Clearhill has a challenging service operation with a large number of variables to be considered. The combination of Maxoptra's scheduling and route optimisation with GeoPal's paperless communication will improve the productivity of engineers in the field and Clearhill's management team."