The implementation of Fisher & Paykel Appliances' optimized scheduling and dispatch system, ClickSoftware, at the New Zealand-based company's Australian customer service operation is now complete.
The implementation of the system has enabled it to increase the number of daily service calls completed by their technicians as well as improving response times and customer satisfaction levels, according to Fisher & Paykel.
The company also says it is to implement ClickAnalyze, which it says will reportedly transform its service operation data into intelligence leading to further optimization of their service performance.
"ClickSoftware provided the technical expertise, in terms of scheduling, GIS and mobile solutions, to move from a trial to a full national implementation in under four months," Rod Gruggen, general manager—Customer Services Australia of Fisher & Paykel Appliances, said in a press release. "Our success relies on our customer service representatives and franchise owners. Knowing that the ClickSoftware system is making them more productive, has meant an easy and swift adoption of the technology throughout our network of subcontractors."
The ClickMobile application, powered by mobile software technology from Orsus Solutions is said to provide real-time dispatch of jobs with reactive scheduling, for better control and customer service.
Using hand-held Symbol devices, technicians can send and receive the data required to complete tasks, wirelessly report on parts utilization, trigger billing, and print invoices using an infrared printer.
to Daily News