You ask, we deliver

The challenge
From a dispatcher perspective, a new day means a new working schedule, trying to plan activities for field workforce and prioritizing the right work to the right technicians, while monitoring work progress and issues occurring in the field. Preventive and corrective asset maintenance, inspections, customer services, damage assessments, complex jobs, appointment-centric use cases, are only a few of the activities dispatchers have to face in their daily life. Most of the time, they create the overall schedule and dispatch a high volume of WOs per day per technician, taking into consideration skills and availability, SLAs, and best routes. However, sometimes unexpected events happen and dramatically change the planned schedule (cancellations, emergencies, travel issues, traffic, and overruns). If the unexpected happens, it results in work order scheduling errors, urgent tasks not scheduled yet, and tasks not planned or not completed properly.
•  Let’s suppose John. Today he has to manage an electricity meter inspection for an end customer. However, on his way he finds traffic and fails to keep the appointment. The dispatcher forgot to reschedule the appointment again because she didn’t notice the delay in time, and so the technician has not recovered the time and the end customer is not satisfied.
•  Or let’s imagine Caroline. Today she has organized her activities to manage the last appointment in a place close to her doctor’s. Unfortunately, the dispatcher suddenly remembers an urgent task to complete on the same day. The only technician with the right skills to do it is Caroline and the time of availability is the last hour of her working day. It’s across town, so Caroline wouldn’t make it to the doctor in time.
How can organizations support dispatchers in maintaining the overall schedule, receiving real-time data about work orders status and tasks at risk, and monitoring all information to ensure that activities needed are carried out?

The solution
The critical jobs scheduling assistant feature allows dispatchers to quickly identify any issues about not completed or not planned tasks (such as unplanned activities about to expire, scheduled tasks but not yet taken in charge by technicians or taken in charge by them but not yet started, appointment-centric work orders not scheduled, and so on). This feature provides a visual display of all those tasks that are in jeopardy, quickly optimizing the schedule with high precision. Dispatchers have a complete view of real-time and full information about issues and not completed tasks, their reasons, and sense of urgency to promptly react to changes. This way organizations support dispatchers in the intraday schedule of activities in order to easily respond to changes by proactively recovering problems and dispatching activities to technicians, avoiding doing this late or reactively to make sure the job is done.

Impact & KPIs
•  Improving schedule optimization
•  Simplifying planner’s intraday activity
•  Increasing the number of WOs scheduled and executed per day
•  Saving costs and time

The challenge
The daily life of most of us is packed with several personal and business activities, may they be a hobby, a job, housework, or just a simple action. Listening to music, finding the best recipe for an important dinner, making a phone call, being informed about weather or traffic conditions. The speed of the world we live in has got us used to receiving information and answers faster and faster, visualizing updates in real time, now and immediately. Today more than ever, virtual assistants are therefore gaining competitive edge, with their ability to satisfy customer requests and do anything we want for us, from setting the alarm, to writing a message or requesting information on geopolitical situation. Of course, this does not only happen in our daily life, but also when it comes to work. When technicians are out in the field, they should be always prepared to handle both ordinary and unexpected events, ensuring efficiency and productivity. When required to manage a huge amount of work orders per day, even the most skilled operator could have a doubt about the execution of an activity or the use of a software platform. It happens to everyone, doesn’t it? Or let’s think of junior technicians and the need for assistance which they may need.
Let’s suppose several technicians within a company are in trouble today:
•  John needs to collect data on an ongoing construction site, but he doesn’t remember how to debrief data.
•  Donna needs to call her supervisor to double-check how to fix an issue on an electrical box. However, she doesn’t remember how to navigate into the collaboration app.
•  While Emma is inspecting a meter, she finds an error message on the display. She knows she can rely on IoT data, but she doesn’t know where in the app.
What if, at any time, frontline workers could rely on a personal and digital assistant, who is always by their side and ready to answer?

The solution
OverIT provides frontline workers with an intelligent voice-powered virtual assistant, giving necessary personal support and guidance on diagnosis and task completion just using voice commands through head-mounted tablet.
Whenever technicians in the field have doubts about the use of the platform, they can ask the system by communicating with the virtual assistant by voice. Through the conversational AI technology embedded in the NextGen Platform, the system studies and interprets all the documentation to provide the exact answer immediately. By streamlining interactions between them and digital services, technicians will never be left alone. Even first-time frontline workers can get answers to their questions in real time to be always fully prepared to perform the activities quickly and with high precision.

Impact & KPIs
•  Expediting the execution of tasks
•  Enhancing customers’ experience in the field
•  Increasing business efficiency
•  Saving costs and time