Commissioned by Ziggo Hirschmann Multimedia is responsible for customer installations and (dis)connecting Ziggo customers. Each day hundreds Ziggo calls come in which have to be taken care of the next day at the latest. Moreover, these calls can be changed until two hours prior to execution. Hirschmann has made a Service Level Agreement about the execution on these commitments. "An automatic and optimal planning is essential. With the Tensing Field Service solution and its fully integrated scheduler, we can", says Rein Bouwer, CTO Services & Operations at Hirschmann.

Automatic planning

Twice a day Ziggo sends an Excel file with work assignments to Hirschmann. The system reads this file and offers the assignments in Tensing Dispatch. Immediately the fully integrated planning application, Tensing Scheduler, calculates the most efficient planning and shows the result as a proposal. The scheduler takes the availability of technicians, qualifications, SLA'S and driving routes into account. The system sends work orders automatically to the PDAs of the technicians. To finish their work they go through a workflow-driven workflow. The system visualizes the changes automatically within Tensing Dispatch. With the integrated GPS in the PDAs of the technicians the planners have insight into their dynamic, current geographical positions. Additionally the system will automatically log escalations on changes and / or abnormalities associated in failures with linked SLAs. The advisory function of Tensing Scheduler helps planners to anticipate quickly and rescheduling the work order.