Contact Center

Contact center of Schedule Optimus is customer facing application with Account Management, Contact Management , Installed Base Maintenance, SLA Management, Service Request Processing , Outbound Call Handling and Customer Survey, as its key processes. It provides Customer & Service Information all across the enterprise.

Contracts & Warranties

The premise of Contract Management is to ensure that the organization's agreements are readily visible to the right people in the organization and to ensure that the respective contractual obligations are efficiently met. Contract Management of Schedule Optimus streamlines the processes of contract Creation, Execution, Compliance and Analysis. It Standardizes contract procedures companywide , Develop a central repository for company offers , “Activate” contract terms within service systems and Improve automation of contract management life cycle.

Customer Connect

Customer connect, is the web interface given to the customer for electronically transacting their service requests and their service business with the organization. It promotes 'Self-help' for customers in raising service & RMAs; check, status & service levels, view agreements on a product basis, view service history, view paid and pending bills and query knowledge base for any related information.

Scheduling & Routing

Scheduling engine automatically allocates activities to resources by considering all the applicable constraints. Meeting due dates, considering skill levels, availability of spares, satisfying customer and engineer preferences are just few to mention. All this, in strict conformance with the service level obligations. Deploying intelligent algorithms and heuristics, Schedule Optimus empowers the dispatchers with an efficient and an effective mechanism of field service scheduling.

Service Dispatch

One of the largest challenges facing operations is managing the service order process, which includes the task of dispatching service orders to the field. This process raises many questions.

• Efficient management of Service requests and Service Engineers
• Gantt View of the service engineer is facilitated so as to view the tours of the service engineers at a snapshot. These details include information on free time, break time and working time, not reported task time. This increases the visibility of the service status thereby increasing the productivity of the dispatchers.
• The system monitor events and alert dispatchers conditions requiring their attention. Jeopardy management of Schedule Optimus empowers the dispatchers with the abilities to handle field discrepancies like Customer Not available, Unable to reach, Spares not available etc.
• Dashboards give the dispatcher an immediate access to the information as on hand.
• Integrates with other applications like CSM, Contract Management, and Service Parts Inventory or information retrieval and updation.

Service Parts Inventory

Service Parts Inventory involves managing of spare parts. This encompasses the process of spare request, issue and receipt. It manages the requests for spares of sub-inventories defined, issuing spares against a request, updating the inventory, and alerting the manager when the minimum inventory level is reached and receiving receipts for acknowledgement. Empowers the inventory managers with:

• Coordinate service parts planning and execution activities across the extended service network
• Leverage logistics service providers, where appropriate
• Cleanse and classify service parts data
• Make requisite investment in service parts management automation

Repair Center

The process of depot repair involves receiving the repair part from the customer, repairing the defective parts, shipping it to the customer place and billing the customer. There can be three types of repair services that can be delivered - Repair, Replace and Exchange.

Schedule Optimus Depot Repair also handles the defective spare parts with in the inventory itself. It aids in raising scrap advises and assessing the total inventory status all across the organization.

Knowledge Base

A knowledge base is a special kind of database for knowledge management. It is the base for the collection of knowledge. Knowledge base consists of explicit knowledge of an organization, including troubleshooting, articles, white papers, user manuals and others. A knowledge base has a designed classification structure, content format and search engine.

Mobile Field Service

Schedule Optimus Mobile Field Service solution is a robust mobile field service automation solution that provides real-time, direct connectivity between hand-held communication devices and any mix of enterprise applications. It provides immediate access to job orders, complete customer history, product-specific information, integrated inventory and parts availability.

Messaging Solution

Schedule Optimus Messaging solution is a part of our mobile field service solution offering that provides real-time connectivity between the service engineer and the service provider. It aids in to and fro communication of job orders, service delivery and reporting and much more through a just simple SMS.

Preventive Maintenance

Schedule Optimus PM optimizes the management of maintenance services. With its task identification, scheduling & allocation capability, S.O.P.M. gives total control over the PM service request process. S.O.P.M. facilitates the generation of PM request tasks with value added service options that provide a cutting edge to the services providers. Also, incorporates a unique messaging ability that sends automatic SMS to all the customers for whom the services are due.

Service Analytics

Service Analytics retrieves information from one centralized repository to provide you a deeper understanding of your customer information. Executive dashboards and automated report distribution offer at-a-glance, personalized operational snapshots of critical business data. It allows all your users, from the CEO to the service agent, to have an access to up-to-the-minute, complete, and in-context analytics that help drive overall customer satisfaction.

Service Operations Manager

Schedule Optimus' Service Operations Manager aids in defining all the service related information, organizational objectives, business policies and rules governing the service management process.