“Our BlackBerry solution has helped us eliminate unnecessary time on the road, on the phone and between jobs. We now have more technicians in the field delivering better quality service to our customers.”Scott Taylor Field Service Director
- Industry: Public Safety
- Region: North America
- Company Size: Large
- Solution: ClickSoftware by ClickSoftware Technologies Inc.
Vivint, Inc.’s (“Vivint”) customer base grew rapidly between 2008 and 2010, and the company wanted to streamline its processes in order to effectively service customers and manage growth. In particular, they wanted to replace the labour intensive, manual process for scheduling field technicians.
Vivint’s 700 full-time service technicians use BlackBerry® smartphones integrated with ClickSoftware technology. The solution replaced Vivint’s manual process with an almost automatic, rapid dispatch solution. When a customer calls to set up an appointment, ClickSoftware can identify the best technician for the job based on their area of expertise, availability and location.
- Realized return on investment within six months of deployment
- Increased productivity in the field
- Reduced calls to scheduling department by approximately 60%
- Increased fuel efficiency and cost savings