CASE STUDY / ELITE GAMING - VENDING SERVICE PROVIDERS
EFFECTIVE RESOURCE SCHEDULING ACHIEVES HIGH SERVICE LEVEL AGREEMENT KPIS
With over 500 customers (such as bars, cafés, campsites), Elite Gaming is the largest Danish supplier of gaming machines and slot machines. It set itself the goal of further expanding its position as a flexible and service-orientated market leader. Elite Gaming is headquartered in Copenhagen and has its own technical field service.
The Results:
- Significant cost savings
- Reduction of mileage
- More orders processed and backlog reduced
- 20% improvement in completed calls per FTE per day
How Elite Gaming has achieved success:
The challenges:
- Optimisation of field service planning and in-day response
- Connected field operative mobile solution for iOS
- Centralised paperless planning and transparent decision-making
THE PROJECT:
A FLEXIBILE FIELD SERVICE SOLUTION TO OPTIMISE IN-DAY REQUIREMENTS
Elite Gaming is the market leader in the arcade sector and slot machines in Denmark. Together with over 500 Adult Gaming Centres and customers across the country, they are working hard to expand their position as the most flexible and service-minded supplier.
"There is nothing that can arouse strong feelings as a faulty gaming machine. Therefore, our field engineers must be on site as soon as possible after the problem has been reported. Our customers have individual service level agreements where we guarantee to be there in person within an agreed time. It is extremely difficult to comply with the individual agreements without an effective route optimisation and scheduling tool that provides knowledge about where field engineers are accurately located on today's trip at a given time, and how many tasks they have left on that day," explains Service Coordinator Anders Kristoffersen of Elite Gaming.
"Another challenge is that many calls cannot be closed at the first visit: We have to order and pick up spare parts and therefore we must visit the customer several times. This makes planning routes in-day [once the day's shift has started] more complicated to execute. Engineers controlled their own time and tasks and it was not ideal for us because jobs were distributed unevenly, so we had to operate with extra, wasted capacity".
"There is nothing that can arouse strong feelings as a faulty gaming machine. Therefore, our field engineers must be on site as soon as possible after the problem has been reported. Our customers have individual service level agreements where we guarantee to be there in person within an agreed time. It is extremely difficult to comply with the individual agreements without an effective route optimisation and scheduling tool that provides knowledge about where field engineers are accurately located on today's trip at a given time, and how many tasks they have left on that day," explains Service Coordinator Anders Kristoffersen of Elite Gaming.
"Another challenge is that many calls cannot be closed at the first visit: We have to order and pick up spare parts and therefore we must visit the customer several times. This makes planning routes in-day [once the day's shift has started] more complicated to execute. Engineers controlled their own time and tasks and it was not ideal for us because jobs were distributed unevenly, so we had to operate with extra, wasted capacity".
"We have to order and pick up spare parts and therefore we must visit the customer several times."
Anders Kristoffersen · Service Coordinator, Elite GamingFLS VISITOUR AND FLS MOBILE:
THE MOVE FROM WHITE-SPACE FILLING TO A SINGLE SOURCE OF TRUTH
Elite Gaming chose to implement FLS VISITOUR in the planning and dispatch office, and FLS MOBILE across all field engineers. With FLS MOBILE on their iPhone, the engineers can send a status message before each customer visit, with both the customer and planning office working from a single source of truth.
This provides the service coordinator in the office with critical knowledge about the progress of tasks, and exactly where they are - whilst customers are provided a precise appointment window. Another advantage of the new solution is that FLS schedules both planned and reactive orders with optimised route plans embedded, so less time is spent on the road. FLS VISITOUR always schedules with the fastest route. If an engineer becomes unavailable (falls ill or vehicle breaks down) in the middle of the day's tour, the FLS solution ensures to distribute the visits to the colleagues who have skills, parts, and capacity.
This is not white-space filling. With clear SLAs, the dynamic scheduling algorithm PowerOpt calculates available resources against 'cost' constraints. As the calculation is continually working in the background to produce the best outcome, only achievable appointment options are presented.
FLS VISITOUR adds value to the 'time to respond' and 'time to complete' SLAs. It will consider the optimal skills, parts, vehicle, and real-world driving time to produce highly accurate appointment windows. By avoiding white-space filling and considering the entire organisation's field workforce in real time (away from batch or overnight processing), every order is optimised into tours.
This provides the service coordinator in the office with critical knowledge about the progress of tasks, and exactly where they are - whilst customers are provided a precise appointment window. Another advantage of the new solution is that FLS schedules both planned and reactive orders with optimised route plans embedded, so less time is spent on the road. FLS VISITOUR always schedules with the fastest route. If an engineer becomes unavailable (falls ill or vehicle breaks down) in the middle of the day's tour, the FLS solution ensures to distribute the visits to the colleagues who have skills, parts, and capacity.
This is not white-space filling. With clear SLAs, the dynamic scheduling algorithm PowerOpt calculates available resources against 'cost' constraints. As the calculation is continually working in the background to produce the best outcome, only achievable appointment options are presented.
FLS VISITOUR adds value to the 'time to respond' and 'time to complete' SLAs. It will consider the optimal skills, parts, vehicle, and real-world driving time to produce highly accurate appointment windows. By avoiding white-space filling and considering the entire organisation's field workforce in real time (away from batch or overnight processing), every order is optimised into tours.
The solution for route planning and dynamic optimisation in field service
Dynamic planning software FLS VISITOUR calculates the optimal planning for the day within seconds. You save an enormous amount of time and create error-free, highly efficient tours.
The difference: You can re-optimise tours at any time during the day at the push of a button if something changes. This means that even the most dynamic field service operation is no longer a problem. - Discover your potential now:
The difference: You can re-optimise tours at any time during the day at the push of a button if something changes. This means that even the most dynamic field service operation is no longer a problem. - Discover your potential now:
Realise your potential with FLS.
THE BENEFIT:
NOTICEABLE IMPACT REACHES THE BOTTOM LINE
"We are very pleased with the FLS solution. Due to the combination of FLS VISITOUR and FLS MOBILE, new processes and organisational changes have been implemented. As a result, our field engineers are able to complete 20% more jobs per day than before. This can be seen at the bottom line", says Jette Posch, Managing Director of Elite Gaming.
"FLS is very professional and has helped us to put together the right solution. It was important for us to focus and only buy the FLS VISITOUR modules that add value to our business. And we have succeeded!" concludes Jette Posch.
WHERE IS YOUR OPTIMISATION POTENTIAL?
DISCOVER IT WITH FLS – FAST LEAN SMART
You too can make your field service management more efficient with FLS. With our solutions, our customers achieve optimisation results such as an average reduction of 20% in field service costs.
Choose the best way for you to get to know us:
Choose the best way for you to get to know us:
DEMO
DISCOVER THE FULL POTENTIAL OF DYNAMIC SOFTWARE FOR YOUR BUSINESS
Arrange an appointment to get to know our software - as a demo version or, if you wish, with your data.
Experience the unsurpassed performance of our PowerOpt algorithm live. We will show you how to optimise your field force and services, and realise cost savings of up to 50% in a short time.
Experience the unsurpassed performance of our PowerOpt algorithm live. We will show you how to optimise your field force and services, and realise cost savings of up to 50% in a short time.