ClickSoftware Case Study Diebold Capital Equipment

Case Study – Diebold Inc.1Proprietary and Confidential

Real-Time Schedule Optimization for Improved Service and Reduced Costs

Diebold, Incorporated• Provides integrated self-service delivery,

security systems, and services• Maintains field workforce of

approximately 2,200• Receives 11,00 service calls per day,

many requiring immediate or fast turnaround

• Implemented ClickSchedule solution with street-level routing to improve overall efficiency and performance

2Proprietary and Confidential

Challenges• Company had been assigning

work on a purely geographical basis• Jobs were prioritized at the field

resources level – not necessarily minimizing mileage and travel time

• Managers lacked visibility into field operations, impairing their ability to make informed decisions and respond quickly to customer concerns

3Proprietary and Confidential

Advantages of Workforce Management Solution• Total visibility• Centralized scheduling operations • Reduced mileage and travel time, and related

expenses• Improved utilization of internal resources• Improved ability to meet customer expectations• Better monitoring and management of scheduling

costs

4Proprietary and Confidential

ImplementationDiebold selected the Scheduling solution with street-level routing:

• Implemented in more than 60 multi-territory regions across the United States

• Integrated into Diebold’s existing systems infrastructure, including CRM and logistics, parts management, reporting, and mobility components

5Proprietary and Confidential

ClickSchedule provides: Complete view of field resources • Ability to allocate resources using

set rules that are based on the strategic priorities of the business

• Optimized scheduling, taking into consideration available resources, their skills, and locations/routes

7Proprietary and Confidential

Impact9Proprietary and Confidential

Doing Away with Geographical BarriersBreaking down the geographical barriers enables:

• Greater flexibility in scheduling• Job specialization – scheduling by skill

sets, not just by location – better quality job performance

10Proprietary and Confidential

Improved Efficiency• Improved time and resource

management through street-level routing • Reduced travel time and mileage• Reduced vehicle maintenance costs

11Proprietary and Confidential

Optimization of Routing

“We drive a quarter of a million miles every day... Even a very small improvement in

efficiency of maybe a quarter to a half a percent could save us roughly 1,000 miles per day, which

has huge cost implications.”Dwight Jellison, Service Delivery Team Manager

Diebold, Incorporated

12Proprietary and Confidential

Decision MakingAutomated scheduling process helps the Diebold management team better determine where to invest time and resources

13Proprietary and Confidential

Thank you