Deliver the best possible service with

a more productive workforce

OptimizingField Services

2

Outperform and stay ahead of the game

The service industry has seen fast growth in recent decades.

At the same time, your customers lead increasingly busy lives.

They guard their time ever more closely. Their loyalty is a direct

reflection of how well your organization meets increasing

expectations. This factor, along with rapid technological

change, is making the service industry more unpredictable and

competitive.

How do you drive customer loyalty while retainingtalented employees and reducing costs?

It’s not easy to strike the right balance between your staff’s

need for flexibility and your customers’ desire for visibility

and certainty.

Exceed customer expectations

Let your customers remember you for the right reasons

For customers, it’s inconvenient to put off work and

other activities to wait for deliveries or services.

It’s even more frustrating when time windows are

changed without notice.

Can you afford to lose their business because

of this? To keep your customers happy, deliver

your service on time, by properly trained and

qualified personnel. Field service organizations

need to implement intelligent platforms that

provide mobile and dynamic time-slotting, real-time

communication, and accurate ETAs. With the right

Field Services solutions, you gain an enhanced

level of service and a decrease in travel costs,

as well as more staff productivity.

3

Optimize staff responsiveness with cloud-based platforms

Optimize staff deployment with fully automated

intelligent scheduling and dispatching software

that is tailored to your specific needs. Leverage

the power of the cloud to digitize your field

service operation.

Keep your workforce engaged with mobile solutions

There is a growing need for well-trained technicians.

However, finding and keeping the right people is a challenging task.

Your field service workers are customer-facing talent.

They can significantly influence your brand and your bottom line.

Empower them with the latest technology to drive engagement and

to improve time management.

In a recent survey, 69% of next-generation workers (the so-called

Millennials and Generation Z) stated that they want digital access

to experts while they are in the field. Mobile solutions are key to

invest in knowledge transfer.

Using your data in a smart way offers new opportunities.

Mathematical optimization technology enables you to

leverage your data to make better decisions while respecting

employee wishes, customer commitments, and capacity

constraints. The results? Your organization becomes more

efficient, adaptive, effective, and sustainable. You can focus

on delivering on your customer promise while dealing with

unpredictability and adjusting quickly to (real-time) changes.

Your data has the insights you need to excel

Enter a new age for

field services

5

How we can help

ORTEC has empowered organizations with optimization solutions since the early 1980s.

Our expert consultants analyze your business needs, provide insights, and deliver software

solutions that enable you to optimize your business. Our mathematical optimization technology

and consulting services are trusted by industry leaders operating in the utilities, sales,

maintenance, facility services, and certification and control fields. Is your organization next?

Our Solutions

ORTEC’s Field Services solutions allows you to manage appointments cost-effectively.

It optimizes your tasks, your staff, and activities through efficient capacity planning, batch task

planning, and time slot booking.

You can predict service delivery times, plan optimal delivery routes, and retain the flexibility to

make changes when the unexpected occurs while taking both employee preferences and labor

regulations into consideration.

Service PlanningORTEC’s Service Planning offers support for all types of service scheduling: from home care

to assessors, mobile surveillance, inspection and repair companies, cleaning agencies, and

utility representatives. It considers:

• Real-time traffic information

• The true availability of technicians

• Potential changes to job status requested by the customer

• Employee preferences and skills

• The necessary tools and resources

• Customer desire for a narrow time service window

6

ORTEC Time Slot BookingToday’s digitally connected consumers want to select their

preferred day and time slot. This creates a win for your

organization as well. You can avoid service cost surges

by providing customers access to the right time windows.

ORTEC offers a powerful Time Slot Booking solution which

takes the details of each service order (such as location,

agreed time window, workforce skills, and other criteria) into

account to compute a dynamic, optimized schedule. It can

be integrated with your website, ERP, CRM, or third-party

operators’ systems.

Unlike other solutions, ORTEC allows you to build your

schedule incrementally, using real-world data and

constraints, having complete knowledge of when and where

existing jobs have been committed. It provides a more

efficient and feasible solution compared to tools that work

based on average numbers of jobs per area and per time

window.

Predictive MaintenanceFaulty boilers, jammed printers, or broken coffee machines,

nobody likes to deal with downtime. Take your service to the

next level by getting ahead of malfunctions and preventing

downtime in the first place. Predictive Maintenance allows

you to carry out maintenance only when it’s actually

necessary. Based on large quantities of data, we create

a mathematical model that accurately predicts the right

moment to carry out maintenance tasks. Save costs and

boost asset availability for your customers.

Workforce SchedulingYou want your workforce to be loyal and engaged,

as talent is hard to come by. ORTEC helps you engage your

personnel by giving them a say in their own work rosters

while synchronizing schedules with key business data. Our

analytical solutions predict when and where to best plan your

full-time and part-time staff, on the short and the long term,

ensuring both employee satisfaction and optimal flexibility.

In addition, our advanced planning solutions manage large

data volumes while dealing with all kinds of constraints,

criteria, and parameters, including strict compliance

requirements.

“We can now be much more specific about appointment times, so the customer doesn’t need to

wait at home half the day.”

Woonstichting De Key

“Thanks to applied mathematics and optimization, we can make more efficient use of our resources and mechanics to provide faster repairs for customers.”

Carglass

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The time for smart choices is now

Your customers are well-informed and permanently connected. Enhance the customer

service experience by providing optimal time slotting and better visibility into your

operational process. Real-time, optimized scheduling gives you more control over costs and

improves employee and customer satisfaction. Make sure your customers choose you every

time. ORTEC understands the importance of service to your organization and

knows what it means to your customer. We want to help you on your journey.

Solutions

ServicePlanning

Workforce Scheduling

Time SlotBooking

Predictive Maintenance

10%

Fewer kilometers

Self-scheduling for customer appointments

20% More

assignments

100% Service Level Agreement compliance

Results

More efficiency

Higher customer

satisfaction

Lack of centralized

service planning

ChallengesRising customer expectations for

excellent service due to global

digitalization Manual or static time slot

allocation systems

Route disruptions due to traffic

Taking into account employee

preferences and skills

Surging service costs related

to ‘no-shows’

ortec.com