- Replace
the existing inefficient and costly in-house system.
- Compliance
with emergency response industry standards and to maintain its
JD Powers & Associates Customer Service Level certification.
- Improve
technician utilization rates
- Reduce
the cost of fuel per completed service ticket.
- Improve
field service job quality and reduce the technician-to-customer
ratio
In
looking for a solution that would meet the company's strategic and
aggressive growth plans, APX Alarm focused heavily on finding deployment
and technology partners that matched the culture of APX Alarm. With
this in mind it selected ClickSoftware and the following elements
of its optimization solutions: ClickSchedule, ClickMobile, ClickLocate
and ClickContact. The deployment time period was from June 2009
(base Configuration) to October- Nov 2009 (full deployment).
Return
on Investment:
Based
on per average monthly ROI, cost of solution was achieved in just
1.22 months. The scheduling platform, ClickSchedule, enables APX
Alarm's 360 internal users to balance service operation efficiencies
with customer needs, field resource considerations and revenue requirements.
"ClickSchedule
allows us to optimize our field tech schedules throughout the day
to ensure all jobs and resources are optimally matched, even with
changing requests," said Scott Taylor, APX Field Service Director,
Central Region. "The solution's automatic scheduling capability
lets us create the most effective schedule possible while providing
our schedulers with the necessary tools to react in real-time to
unexpected events."
ClickMobile
for BlackBerry allows APX Alarm to manage and optimize field technician
schedules through Blackberry devices. ClickMobile gives 400 full-time
technicians as well as seasonal installation crews access to their
schedule and the capability to report on service incidents in real
time, avoiding unnecessary travel and excess paperwork.
ClickLocate
enables APX Alarm to make decisions and take actions on how to handle
service incidents based on the actual, real-time location of each
field technician.
"The
final component of our ClickSoftware solution, ClickContact, enables
us to give self-service appointment booking and updating capabilities
via the Internet, text messaging or voice," said Josh Houser,
APX Alarm VP of Service. "We can automatically generate customer
notifications, and customers can opt to take a post-service survey.
ClickContact has helped us reduce the number of inbound calls to
our call center while giving our customers much more control over
the entire service experience."
Together
with ClickSoftware, APX are also shaping the future of customer
service excellence using social media. Houser explains that using
ClickContact, "We are looking forward to enriching our customers'
Facebook experience with the appointment booking and self-service
portal. Extending service management to our Facebook presence is
a natural extension to the community we've created."
The solution has also allowed the company to generate new key performance
indicators, such as customer satisfaction survey results, quality
level of installations, install daily rates, first-time-visit fix
rates, completed tickets, upgrades sold, inspections, and rescheduled
visits. "The combination of ClickSoftware technology and expertise
has allowed us to dramatically decrease our service costs while
improving the quality of services we deliver," remarked JT
Hwang, Chief Technology Officer for APX Alarm.
Tangible
Return on Investment of ClickSoftware against objectives:
- Improves
engineer utilization by 33%, equating to one additional daily
work order.
- APX
Alarm now complies with emergency response industry standards
and has been recognized for call center operation customer satisfaction
excellence under the J.D. Power and Associates* Certified Call
Center Program for 2009
- Decreases
engineer-to-customer ratio by 7% with a projected 12% decrease
expected to generate wage savings of $5.66 million per year.
- Reduces
inbound scheduling dept. calls by 60%, decreasing required full-time
scheduling employees 40%, and generating wage savings of $608,400
per year.
-
Improves fuel efficiency by 32% to generate an estimated cost
savings of $591,072 per year.
-
Facilitates efficient coordination of service projects that generate
additional revenue and improve the level of services delivered
to customers.
- Allows
for extra projects to be added to regular service calls without
adding additional resources.
- Captures
data for monthly scorecards through mobile devices that provide
new key performance indicators
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