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Until the deployment of FLS VISITOUR, field engineers managed their own working diaries on a regional basis. This process was a heavy time investment which reduced the time available for engineers to visit members and complete inspections.

Alex Lester, General Manager Customer Operations at Logistics UK comments, "We required a system that was able to manage our engineers' time centrally, improve safety and visibility, shorten travel times and allow the engineers to have utilised days without compromising the service we provide to our members."

Logistics UK looked at four providers of scheduling and route optimisation software before deciding on FLS – FAST LEAN SMART. FLS VISITOUR optimises appointments in real-time in the most efficient way possible, matching the right engineer with the right job according to multiple variables. These include predicted job duration, engineer location, availability and skill set, and speed profiles for accurate journey time with predicted traffic. The scheduling rules and priorities are fully adaptable to changing needs without assistance from FLS. The solution also included FLS MOBILE to facilitate communication between engineers and office staff and provide automated warnings if an appointment might be missed.

Alex continues, "The FLS solution provided us with precisely what we required for optimising our engineers' workloads and capturing data in the field. Our decision to go with FLS was based on the assurance that we were not just acquiring software, but establishing a partnership. Through meetings we observed that FLS maintains an ongoing, close working relationship with partners after implementation, ensuring that the software continues to have a positive impact on the business. We were drawn to their collaborative and professional approach."

Alex comments on the project "From day one we worked closely with the FLS consultants, feeling assured and united. Together, we smoothly moved through each project phase thanks to their clear, professional workshops that defined all roles and expectations."

The solution was deployed to a pilot area, processes reviewed and refined, and then rolled out to all 80 engineers. Alex says "The FLS VISITOUR scheduling and mobile solution is crucial for our service operations. We can schedule the most efficient appointments with confidence, offering visibility over all areas of the UK. It took time for the adjustment to FLS and we continue to work on our processes to ensure we balance our three key areas – Engineer satisfaction, Customer service levels and efficiency. We have now managed to maintain over 90% service level – something greatly appreciated by our members. The use of the FLS app on mobile devices ensures accuracy and safety information which we rely on greatly as safety is at the top of our agenda."