Case Study: Diebold Improves Service And Reduces Costs With Real-Time Optimized Scheduling

Diebold, Incorporated is a global leader in providing integrated self-service delivery and security systems and services. Headquartered in Canton, Ohio, Diebold maintains a field workforce of approximately 2,200 resources primarily responsible for break/fix and emergency response work supporting Diebold's ATMs and other self service solutions, physical and electronic security systems, card-based systems and more.

Field service for Diebold is a highly dynamic business. In the United States alone, Diebold receives 11,000 service calls per day-many of which require same day, or sooner, turnarounds. For non-emergency calls, Diebold still has very strict service level agreements (SLAs) with its customers. In order to effectively meet service demand and SLAs Diebold needed a scheduling system to help it make the most of its field resources.

Benefits

• Reduced overall travel distances by more than 300,000 miles per year
• Improved number of calls per day per technician by 33.1%
• Improved management visibility and control of the service operation; Centralized the scheduling process enabling better resource sharing

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