CASE STUDY / QUADIENT
SUPERIOR SCHEDULING AND TOUR PLANNING HELPS THE POST DELIVER
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Requirements:
- Process and efficiency improvements across the service organisation
- Optimisation of schedule including rapid response to service calls
- Siebel integration
Benefits:
- Significant cost savings
- Improved customer service
Meet the organisation:
quadient.com
Quadient (formerly Neopost) is Europe’s leading provider of mailroom equipment and solutions and the second largest globally. Headquartered in France, Quadient has subsidiaries in 19 countries, 5,500 employees and supports 800,000 customers in 90 countries. The cross-industry customer base encompasses small and medium-size as well as big international corporations.
Quadient Germany selected FLS VISITOUR in 2008 for optimised and real-time scheduling of their technical field staff who perform installation appointments, planned maintenance and rapid response service calls for mailroom equipment. The project began in July 2008, integrated with the Quadient Siebel CRM system and successfully rolled out to 120 field staff in Germany and Austria just 6 weeks later.
Reliable appointments for service technicians are optimally scheduled and coordinated using FLS VISITOUR within seconds, thus helping to provide an efficient and customer-friendly service. The service technicians receive the jobs on their mobile devices, they send back status messages to report progress and the actual schedule is dynamically updated. Even emergency calls or other unscheduled events are taken into account in real-time, triggering re-optimisation of the entire schedule which is achieved within seconds.
Quadient Germany selected FLS VISITOUR in 2008 for optimised and real-time scheduling of their technical field staff who perform installation appointments, planned maintenance and rapid response service calls for mailroom equipment. The project began in July 2008, integrated with the Quadient Siebel CRM system and successfully rolled out to 120 field staff in Germany and Austria just 6 weeks later.
Reliable appointments for service technicians are optimally scheduled and coordinated using FLS VISITOUR within seconds, thus helping to provide an efficient and customer-friendly service. The service technicians receive the jobs on their mobile devices, they send back status messages to report progress and the actual schedule is dynamically updated. Even emergency calls or other unscheduled events are taken into account in real-time, triggering re-optimisation of the entire schedule which is achieved within seconds.
THE QUADIENT CASE STUDY PDF
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