CRM Alliance Scheduler Productsheet

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1 Meeting Your Challenges At CRM Alliance, we understand your need to streamline operations in the face of increased competition, increased customers demand and cost-cutting initiatives. To remain successful you are constantly reevaluating the balance between customer service and overall costs. Cost reduction is a constant goal but often organizations lack a true perspective of their actual costs in order to take appropriate action. Decentralized decision processes make things worse and often result in inefficient service performance. Key Improvements to Service One of the key factors to service improvement is appropriate planning of service. In fact, every working day in a service organization is a kind of a mini-project; with a substantial number of uncertainties, full of constantly changing requirements. By focussing on upfront planning (strategic, tactical, day-to-day and intra-day), organizations can recognize bottlenecks or costintensive idle time. Insight into the availability of resources, both current and future workload and the overall agenda allows the enterprise to respond to continuously changing situations. Planning must be regarded as an overall task, and not a short-term duty, for call centre agents or field service engineers. How can we support the change towards centralized and pro-active planning from a technical point of view? Particularly with mobile teams, knowledge about the geographical situation is an important asset. In the past, lack of geographical information resulted in decentralized planning responsibilities. With widely available digital maps nowadays, organizations can use this information to plan service teams that spread an entire country or continent. Along with detailed information about the characteristics of the tasks, required skill sets and resource availability, planners have all information at hand to perform centralized planning. How CRM Alliance Scheduler Helps CRM Alliance Scheduler supports planners in their daily work by joining intelligent planning algorithms and best-practice approaches with digital geographical information and solid backoffice integration. CRM Alliance Scheduler avoids decentralized processes, making planning a central responsibility of the service organization. By providing real-time Key Performance Indicators (KPI), planners and managers can constantly measure the provided service. Through immediate synchronization with incoming field information, CRM Alliance provides planners with transparent insight into the current cost situation, enabling visualization of geographical aspects and online KPI calculation. Planning conflicts are immediately visible; optimization is triggered with a fingertip. By integrating mobile solutions such as track & trace, planners accurately and quickly respond to new requirements, even while moving along with the timeline. Priorities and Service Level Agreements are constantly taken care of. Ranging from manual and semi-automated planning to fully automated background planning processes, CRM Alliance Scheduler is the planning solution of choice for industries in general for which mobility fuels the business.

2 CRM Alliance Scheduler A Unique Solution Entirely integrated, user-friendly application; High performance; Supports automatic and manual planning; Gantt charts per selected working days or resource; Provides detailed insight into current and future situation; Enables What-if scenarios; Provides fine-grained management information; Available in many languages. Cost-based Optimization During planning and optimization, CRM Alliance Scheduler takes into account all constraints such as skills, travel time, opening hours, response time and others. The importance of each constraint, for example travel costs vs. overtime costs, is customizable and is used to calculate the overall costs of an option, based on the principle of Balanced Scorecards. For example, when manually requesting a planning option, all possible insertion points are evaluated. The cheapest options at that time are presented to the planner and are each visualized in a trip preview. High-End Mapping Facilities Address matching with GPS accuracy Exact trip calculation and visualization Fast navigation from overview to detailed Business Benefits

3 Improve Control and Visibility Centralized planning Accurate visibility of workload and capacity Smooth planning process, less stress Up-front identification of capacity bottlenecks Continuous performance measurement Reduce Costs Increase of back office productivity Decrease time spent on scheduling Eliminate penalties due to missed service level agreements Accurate route calculations reduces mileage Reduce overtime Increase Revenues Service more customers every day Increase Service Levels Promise reliable, narrow appointment time windows Higher customer satisfaction Earlier invoicing Benchmark Results The following table shows the differences in manual planning and planning with CRM Alliance Scheduler. In this example, all tasks have time windows of two hours. In contrast to manual planning, the result of the CRM Alliance Scheduler enables the customer to do the same work with one resource less or, alternatively, do more work with the same amount of resources in less time. Variable Manual CRM Alliance Scheduler Tasks Total Distance 320 km 279 km Travel Time 10,2 h 8,4 h Average Speed 31,4 km/h 33,2 km/h Resources Working Hours 123,6 h 121,8 h Visits/Resource 25,2 27 Too Late 2 0 Trips with Overtime 1 0 Waiting 4,1 h 2,7 h Idle 12,5 h 4,2 h

4 Product Features Planning Algorithms Advice Cheapest Plan Day Plan Engineer/Resource Move Nearest First, Furthest First Most Urgent/Longest Swoon Mix Location Planning Fast Lane Fill Trip Clustering Vehicle Routing Custom Algorithms Integration One database, all data is stored in and retrieved from the CRM Alliance Mobile Workflow database Adapted resource data, territories changes or added skills are immediately visible in the CRM Alliance Scheduler Changes to the CRM Alliance Mobile Workflow database and CRM Alliance Scheduler are always in sync and never overlap No separate database server required No duplicated maintenance No data replication issues Standard Functionality Standard work patterns Floating breaks Standard holiday calendars Individual work patterns Individual holiday calendars Supports hard and soft territory boundaries Automatic planning Manual planning Currently supported languages: English, French, German and Dutch Run Modes: Client and Background Standard Criteria SLA requirements (earliest/latest) Contract Type Estimated Duration Opening Hours Skills and Skill Levels Logical skill constraints: AND, OR, NOT, () Territories Location Fixed Appointment Required Resource, Preferred Resource and Backup Resource Resource Availability Overtime Costs Maximum Overtime Travel Distance and Travel Time Weight and Volume Maximum Workload Parts Task Groups Geographical Map Navteq/map&guide or TeleAtlas/infoware, Google Supported Countries: Europe, America, Australia, other Detail level: streets/house numbers Address matching Accuracy: GPS coordinates Manual Geocoding Rule-based Geocoding Reverse Geocoding Overview map, Detailed map Location display Route display Route report Snapshots Zoom In, Zoom Out, Zoom Selection, Overview Shift in all directions Map updates twice a year (optional) Certified platforms: Windows XP/2003/Vista

5 Gantt Chart Tree Structure Overview horizontal per Day horizontal/vertical per Resource horizontal/vertical Drag and Drop Resizable Gantt Chart Resizable Gantt row height Hide Weekends Hide Nights Territory Filter Adaptable Colour Schemes Property symbols Optimization Trip Optimize Day Optimize Resource Overall Optimization starting Today Workflow Identical to CRM Alliance Mobile Workflow Customizable Colouring Schemes Management Information Tasks Total Unplanned Tasks Unplanned Tasks (%) Distance Travel Time Average Speed Points Stops Visits Trips Resources Days Working Hours Travel Time/Working Hrs. km/visit h/visit Approx. Distance Visits/Working Hours Visits/Resource Too Late Too Late (h) Trips with Overtime Overtime Trips without Tasks Skill Mismatches Skill Level Mismatches Territory not supported Preferred Mismatch Idle Further Functionality Identification and resolution of extended or shortened tasks Stop List Unplanned Tasks Waiting List Planned Tasks Closed Tasks Restores window size/pos. Tables sortable Columns moveable Columns resizable Columns hideable Restores table layouts Task symbols Unplan peaks Edit Breaks Save to File Quick Search Options Preview Route Report Fixed Timeline Task identifier format mask

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