Challenges
Our client was running a locksmith service and having branches in multiple cities with a group of field staff. To deliver all the customer requests in a timely manner and allocation of right field staff for each job on a daily basis was a major challenge. Staff allocation should be done with matching skills as per the job need. Also the allocation of staff should be done so that they take an optimised route and distribution of jobs are well balanced within the team.
Solutions
We developed an order management platform with the ability to track orders and staff in real time. Multiple reports and KPIs are presented to the client so that required improvement in the business workflow can be done to deliver better and timeline service to the customer.
Major features of the platform covers -
- Order management
- Customer management
- Field staff and roster management
- Attendance management
- Route planner
- Real time visibility of field staff on map
- Dashboards and Analytics
Result
Our solution has helped the client in many was, some of the key results are listed over here
- Reduction in overall logistics operation cost
- Increase of customer satisfaction index
- Increase of field staff satisfaction index
- Increase in on time delivery of the job
- Ability to manage more orders with same number of staff
- Real time visibility of field staff on map
- Increase in net profit for the company
