The goal of the project was to bring more efficiency in work order completion as well as clear consistency in reporting of executed jobs for field service activities. A new way of working was to be put in place for both the work schedulers and the actual field technicians focusing on uniform scheduling and dispatching processes.
One of the leading service providers of an international trading organization, active in 32 countries and employing over 13.000 people worldwide.
Our client was aiming to increase service levels towards customers, but was confronted at the same time with major differences in work processes between the various international branches. The key challenge was to put in place new and harmonized technology landscape as well as unified processes applicable in the different countries, taking into account current procedures and IT systems.
We played a significant role in the project and change management of the program. It contributed in shaping the new processes and embedding these within the current organisation. Keeping different internal and external stakeholders aligned and assuring a clear overall view on the final solution was a critical success factor throughout the entire project.
Together with our client, we experienced better control on day-to-day operations resulting in better service productivity. Furthermore better reporting on executed work resulted in quicker processing of back-office activities like invoicing and payroll. Most importantly, the employees showed a strong commitment to this new and improved way of working.