DISPARATE TACTICAL SYSTEMS Legacy systems purchased by managers to address individual departmental issues. Systems do not work together and often involve expensive workarounds or multiple spreadsheets. aeromark Optimatics TM Optimise Your Service Delivery Process Current Process v’s Optimatics Process SERVICE REQUEST Request by email/call Call logged Warranty/Contracts checked manually SLA’s determined SCHEDULING Weekly allocation of planned jobs via paper Adhoc calls to resources to allocate reactive jobs 1 planner:10 resources Silo approach to service High volume of repeat call outs/second visits VEHICLE TRACKING No tracking Weak tracking No/Inaccurate data TASK MANAGEMENT Weekly collection of jobs No reallocation of jobs if problem occurs Manual updates of jobs daily/weekly based on individuals preference PARTS MANAGEMENT Resources sent to job No visibility of parts required Manual update of asset logs and parts orders JOB CLOSURE No visibility of daily/weekly progress Reliant on resources manually updating job information when they can/choose MANAGEMENT INFORMATION Manual reporting process Reliant on individuals Open to errors RESULTS Lack of system integration Lack of visibility Inefficient processes Excess mileage/fuel Missed SLAs & penalties No personalised service Poor customer service Customer churn High unproductive time High cost to serve No audit trail SERVICE REQUEST Call logged in central system Immediate visibility of service requirement and entitlement Management of customer expectations Integration with legacy applications SCHEDULING Combine planned/reactive jobs and opportunity for multi-intervention Automation for increased efficiency Automatically analyses best resource for each job Reallocates if risk of missing SLA VEHICLE TRACKING Visibility of resources Automated arrival/departure times Accurate information for customer communication Improved security Verification of information Optimised fleet servicing TASK MANAGEMENT Automatic dispatch of job details sent to resource Personalised workflows Customer sign off Barcode scanning built in Supporting attachments Internal and external business process Job status updated in real-time PARTS MANAGEMENT Automatically logged if parts used/sold Reliable inventory Monitor van/site stock Parts order process within workflows Audit trail of usage and failure rates JOB CLOSURE Real-time information fed back into central system Proof of service Instant invoicing Full audit history of each job Maximum resource utilisation MANAGEMENT INFORMATION Real-time/historical reports Accurate performance data Accurate timings per job for improving scheduling Better/informed management decisions RESULTS More jobs per day Reduced response times Exceed SLAs/Improved customer service Maximise productivity Personalised service Complete visibility Route optimisation Reduce headcount Opportunity for growth Improved margins ROI potential 12:1 Current Process Optimatics Process Efficiency Leaks Administration Time Transcription Errors Human Error Incorrect Allocation of Jobs/Resources Guesstimate Wasted Time/Fuel Unnecessary Mileage/Fuel Costs Inefficient Routes High/Unnecessary Communication Costs Duplication of Effort Unnecessary Paperwork Missed Parts/Invoicing Lost Parts Stolen Parts Time Delays Administration Time Transcription Errors Low Optimisation Rates Time Delays Administration Time Transcription Errors INTEGRATED SYSTEMS End-to-end visibility of business operations and constant communication for high quality, consistent service delivey. © 2013 Aeromark Ltd, Manton Lane, Bedford, MK41 7TL / tel: 0845 330 5757 / email: [email protected] / web: www.aeromark.co.uk