SAP Workforce Scheduling and Optimization by ClickSoftware: Product Demo

Learn how SAP Workforce Scheduling and Optimization enables you to manage service scheduling and dispatching, support mobile service operations, schedule service appointments, and monitor service operations.

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    • SAP Workforce Scheduling and Optimization by ClickSoftware. This demonstration shows how SAP Workforce Scheduling and Optimization allows you to manage service scheduling and dispatching, support mobile service operations, schedule service appointments, and monitor service operations. Enabling you to optimize service resources, gain complete visibility of service operations, and deliver flexible and innovative service offerings. Manage service scheduling and dispatching. Martin Schumann is a service dispatcher. He uses SAP Workforce Scheduling and Optimization to schedule service calls. The green bars in the Gantt chart represent scheduled tasks, which are delivered from an ERP, CRM, or other business system. Task details include task ID, type, and status, as well as service-call address and estimated duration. Street-level routing lets Martin view the routes taken by service technicians, with accurate maps, geocoded addresses for calculating travel times, and detailed driving directions. Support mobile service operations. Andy James is a service technician. He uses a mobile device to report when he's at a customer site. Martin, the dispatcher, can see color-coded status changes in real time. While he's on-site, Andy can perform remote diagnostics to identify equipment problems, order spare parts, and record parts and materials used, improving resource use and reducing equipment downtime. He can also access the back-end system to create a work order for unplanned work and create a follow-up notification. Even though he doesn't currently have wireless access, he can enter the data and later synchronize with the back-end system automatically. When the work order is complete, the software will automatically update billing and inventory systems. It will also automatically reschedule the work with the necessary parts and, if needed, will order future parts. Andy is late finishing a task. The software automatically flags his next scheduled task as being in jeopardy. Martin's configurable schedule monitor is updated according to the desired KPIs, increasing his awareness of scheduling problems. The updated schedule complies with scheduling rules and optimizes the use of resources. Schedule service appointments. Sarah Keller is a customer service rep. She receives a customer request for a service appointment. The customer is reporting an emergency, so Sarah schedules the task within the customer's one-hour appointment window. She can schedule the service appointment based on the type of task, the importance of the customer, and service-level agreements. Martin, the dispatcher, uses SAP Workforce Scheduling and Optimization to get instant access to the availability of all service technicians, taking into account service policies, resource availability, and travel considerations. Although the schedule is already full, the software automatically inserts the high-priority task. It also re-optimizes all tasks and ensures that no other appointments are jeopardized. If a service technician is on sick leave, the software automatically schedules the displaced tasks to an available technician, taking into consideration policies such as overtime. If Martin wanted to manually schedule tasks, he could drag them to the Gantt chart. The software automatically checks for rules violations, although Martin can make exceptions, if needed. Finally, the mobile appointment booking capability allows service technicians to offer available appointment slots to custo
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