如何利用人工智能驱动的员工管理促进可预测性、可持续性和生产力+How+AI-Powered+Workforce++Management+Can+Drive++Predictability,+Sustainability++and+Productivity

WHITEPAPER

2023

HowAI-PoweredWorkforce

ManagementCanDrive

Predictability,Sustainability

andProductivity

Thetime-consumingandmanualstepsinvolvedintradi-tionalschedulingandplanningarerendereduselessinthefaceofunforeseendisruptionsandashrinkingtalentpool,bothofwhichleadtocostlyprofitleaksandmissedaftermarketopportunities.

Theseshortcomingsareconstantlyremindingserviceorganizationsthattheiroutdatedpracticesneedanin-telligentmakeover.Schedulingandplanningsolutionspoweredbyartificialintelligence(AI)arethekeytotrans-forminganyserviceorganizationandsettingitupforlong-termpredictability,productivity,andsustainability.

WiththeAIsolutionsprovidedbyOptimizeMyDay(OMD),serviceorganizationscanachieveallthreeobjectivesandunlocknewrevenuestreamsandprofitabilitylev-elsviafirst-classsolutionsformobileprocessesgearedtowardoptimizingroutesandschedules,customerinter-actions,andmore.

Content

Introduction

Traditionalworkforcemanagementprocessescannolongerprovidethelevelofefficiencyneededtomeetever-evolvingcustomerdemands.

Introduction2

Chapter1

Predictability:UnlockingtheFuturewithAI

3

Chapter2

Productivity:Transforming

theDailyExperienceofthe

FrontLine

9

Chapter3Sustainability:Differentiating15

ServiceOperations

Conclusion20

About21

COPPERBERG

OPTIMIZEMYDAYWHITEPAPER2023

CHAPTER1

Predictability:Unlockingthe

FuturewithAI

PREDICTABILITY:UNLOCKINGTHEFUTUREWITHAI4

Serviceorganizationshaveaninfluxofdataflow-ingfrommultiplesourcesthatareoftenisolatedfromeachother.

Workinginsilosmakesitdifficulttoharnessinsightsfrom

theavailabledataandtranslatethoseinsightsintoprof-

itableandefficientoutcomesbothinternallyandforthe

customer.

Likewise,theconstantchallengeposedbyextremevari-

abilityinworkforceoperationsincreasesthecomplexity

ofaccurateschedulingandplanning.Andincreasedcom-

plexityminimizesagilitywhenitcomestotime-efficient

andinformeddecision-making,whichcanoftenbecritical

forcustomeruptime.Thehighnumberofvariablesissim-

plytoooverwhelmingtogeneratereliablemodelsusing

outdatedplanningandschedulingpractices.

Additionally,variablessuchasemployeeunavailability,

naturaldisasters,ordemandspikesareoftenunforeseen,

whichmakesitnearlyimpossiblefororganizationstoserve

theircustomerswhentheyneedit.

OMD'sAIsolutioncentralizesallinternalandexternaldata

andcombinesitwithotherinformation,indicators,andvari-

Thehighnumberofvariablesissimplytoooverwhelmingtogener-atereliablemodelsusingoutdatedplan-ningandschedulingpractices.

OPTIMIZEMYDAYWHITEPAPER2023

5CHAPTER1

ablesthatinfluenceserviceoperationstofacilitateintelli-

gentschedulingandplanning.Byapplyinglow-threshold

AImethodswhenpredictingplanningparametersand

estimates,thecompanyenablesserviceorganizationsto

increaseaccuracy,decreasecosts,andgenerateadditional

revenue.

Theintelligentsoftwaresolutionassignstherightservice

workertotherightworkorderbasedonskills,qualifica-

tions,schedule,andavailability,anditdoessocost-effec-

tivelywhilealsotakingintoaccountrouting,SLAs,and

potentialovertime.Andtheentireplanningsystemrunsin

thebackgroundsothatfront-linersdonothavetoworry

abouttheirmanualplanningandscheduling.Thisallows

themtofocusonthejobandthecustomer.

BycombiningAI-basedmethodswithsolidplanningalgo-

rithmsbasedonprofoundconstraintmodels—suchas

openinghours,skills,SLAs,location,estimateddurations,

costsofovertime,workpatterns,taskgroups,orspare

partsrequired—organizationscandriveperformanceto

thenextlevelandbeyond.

"Thedatacollectedalongtheentireservice

supplychainisnotonlytheoutputofplanning

schemasbutitalsoenrichesthemwithnew

inputforincreasedpredictability."

FrankKlomp,

FounderofOptimizeMyDay

PREDICTABILITY:UNLOCKINGTHEFUTUREWITHAI6

OMD'sAIregressionmodelstaketheguessworkoutof

planning,bycombininghistoricaldatawithdataderived

fromtimespentonworkorderstoaccuratelypredictthe

truedurationofatask.Thisenablesorganizationstocom-

parebetweenestimatedtimeandtimespentonawork

order.

Butbeyondmakingpredictionsandaccurateestimates,

theregressionmodelscanalsobeappliedtocalculate

traveltimewithvariablessuchasweatherconditions,route

detours,andmore.Allavailabledatacanbeprocessedby

OMD'sAItogenerateaccuratepredictions,makingwork-

forcemanagementmucheasier.

WithaneasilyintegratedAIsolutionthatautomatesmo-

bileprocessesandunlockspredictability,serviceorgani-

zationscanalsotapintonewrevenuestreamstoincrease

profitability.Byexpeditingoperationsandshorteningtime-

to-fix,companiesincreasethevalueofferedtothecus-

tomerandthus,canmoreeasilyshifttooutcome-based

contracts,optimizetheirpricing,andexpandtheiroffering

withpremiumservicestogenerateadditionalincome.—

Byexpeditingopera-tionsandshorteningtime-to-fix,companiesincreasethevalueofferedtothecustomer.

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7CHAPTER1

Insight

TheBenefitsof

PlanningwithAI

*

Predictcustomervisitdurationbasedonhistoricalandreal-timedatabyapplyingaregressionmodel.

*

Estimatetraveltimebycombininggeographicalin-formationandinternalandexternaldatatoincludehiddensetupandunloadingtime.

*

Estimatetheimpactofweatherconditionsonpre-dictedtraveltime.

*

DeterminefeasibleSLAsforcustomercontractsbasedonclassificationmodels.

*

Constantlyimprovethesystembasedonreal-timedataandback-propagation.

PREDICTABILITY:UNLOCKINGTHEFUTUREWITHAI8

OMD'sAIregressionmodelstaketheguess-workoutofplanning,bycombininghistoricaldatawithdataderivedfromtimespentonworkorderstoaccuratelypredictthetruedura-tionofatask.

*

Fundamentallyimproveplanningprecisionwithma-chinedata.

*

Measuretheproximitybetweenresourceandcus-tomerbasedonlocation,experience,andskills.

*

CalculatetheprobabilityofataskbeingservicedwithintheSLAandoptimizepricing.

*

SupporttechniciansinneedofassistancewithNatu-ralLanguageProcessing(NLP).

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CHAPTER2

Productivity:Transforming

theDailyExperienceofthe

FrontLine

PRODUCTIVITY:TRANSFORMINGTHEDAILYEXPERIENCEOFTHEFRONTLINE10

Whenitcomestothecurrentlabormarket,orga-nizationsareforcedtodomorewithless.

Notonlyistheseniorandexperiencedworkforceretir-

ing,butthenewgenerationofserviceworkershasdif-

ferentworkplaceexpectationsthantheirpredecessors.

Theyexpectmoresupportfromtheorganizationsand

accesstotherighttoolsandinformationtocompletea

jobsuccessfully.

Theriseofthegigeconomyandtheemergenceofuberiza-

tionarecreatinganeedfornewemployeerankingmodels

thataremadepossiblebyAI-poweredgamification.These

canbeespeciallyhelpfulforstartupsexperiencingdis-

ruptiveprocessesandalackoforganicgrowth.Sincethey

dependondiversedatastreamstobuildupexperiencein

themarket,theyrequireagileandflexiblesolutions.

Theriseofthegigeconomyandtheemer-genceofuberizationarecreatinganeedfornewemployeerankingmodelsthataremadepossiblebyAI-poweredgamification.

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11

CHAPTER2

Organizationsalsoneedaworkforceoptimizationsolutionthatcanplanthedeploymentofexternalpersonnelsincethegapcreatedbytheretiringworkforcehasmaderoomforcollaborationswithindependentcontractors.OMD'sAI-poweredmobilesolutionenablesinternalandexternalworkforcemanagement,anditdoessobymakingthedailyexperiencesofbothplannersandserviceworkerseasier.

Themobilesolutionautomatesrepetitivemanualoper-ationsandstreamlinesthecompletionofworkordersbygivingbackthetimetheworkersneedtofocusontheircustomers.Ratherthaninvestingtheirenergyinbureau-craticendeavors,planning,andjumpingthroughhoopstoreachouttoorganizationheadquarterswhileon-site,serviceoperatorscanredirecttheirfullfocustoexcellentservicedelivery,whetherthatmaybescheduledmainte-nanceorurgentincidentresponse.

Lesstimespentontheroadandbetweenclientdestina-tionsresultsinincreasedproductivity,moreworkorderscompleted,andoverallhappiercustomersandstaff.Thisisbecomingincreasinglyimportantastheindustryisbecom-inghighlyservitizedandoperatingonahybridmodel,whichmeansthattheroleoftheserviceworkerisalsochanging.AndOMD'ssolutionishighlyscalable,equip-pingtheserviceworkersoftodayfortheirperformancetomorrow.—

PRODUCTIVITY:TRANSFORMINGTHEDAILYEXPERIENCEOFTHEFRONTLINE12

Lesstimespentontheroadandbetweenclientdestinationsresultsinincreasedproductivity,moreworkorderscompleted,andoverallhappiercustom-ersandstaff.

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14

CHAPTER2

PRODUCTIVITY:TRANSFORMINGTHEDAILYEXPERIENCEOFTHEFRONTLINE

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*

<<<

Source

15%

increaseinjobproductivity

15%

decreaseintraveltimeperjob

Insight

ADayintheLife

ofaPlanner2025

Atypicaldayinthelifeofaplannerconsistsof

managingservicecrewsacrossseveralcustomer

sites.Theirplansareoftendisruptedbyunfore-

seenweatherconditions,naturaldisasters,talent

shortages,ordiminishedcapacity.Luckily,OMD's

advancedschedulingandplanningtoolcanhelp

themsingle-handedlytacklethosemounting

challengestoensurebusinesscontinuityvia:

Advancedplanningandoptimizationwhilecomply-

ingwithinstructionstosavetimeandcostsspent

travelingbyidentifyingthebestroutes,reducingthe

drivingdistancebetweenjobs,andensuringthatthe

rightworkerreachestherightcustomerattheright

time.

Workordermanagementonthego,withallteam

leadersandserviceworkershavingreal-timeaccess

totheirworkorders,customerrequirements,and

itemdetailsviathemobileapp.

Thesolutionsupportstheplannerinachievingexternalandinternalgoals,fromboostingproductivitytoupskilling.Andby2025,advancedplanningcanhelpthemcompletelytransformtheschedulesofserviceoperators.

23%

decreaseinlost

andunassigned

time

*

Scenarioandoutcomeforecastingbyleveragingthemobileapptoderiveinsightsfromprocessingworkorders,includingtimingandpotentialincidentsthatmayhaveoccurredduringthevisit,andcombiningthemwithhistoricaldata.

*

Streamlineddocumentationprocesses,withphotosandworkordersreachingthecompanyheadquartersinrealtime,thusexpeditingordercompletionandeliminatinghumanerror.

SUSTAINABILITY:DIFFERENTIATINGSERVICEOPERATIONS16

CHAPTER3

Environmentalsustainabilityhasbecomeaser-viceexcellencestandardinrecentyears.

Sustainability:Differentiating

ServiceOperations

Nowmorethaneverbefore,organizationsarejudgedbytheirabilitytolowertheircarbonfootprintandreducepa-perwastewhiletheyservetheircustomers.

Intelligentdigitalsolutionssuchasrouteandtouropti-mization,advancedschedulingandplanning,andmobileappsforserviceefficiencynotonlymakeupforatighterandneaterserviceoperationmodelbutalsomoreenviron-mentally-friendlyservicedelivery.Thiscreatesadditionalvaluetothebottomline..

Ensuringsustainabilityalongtheentireservicesupplychain,startingfromthedatacenterrunningtheAIsolu-tiondowntotheefficientexecutionofservicesallowsenvironmentally-consciouscustomerstopromotetheirsustainableprocessesasakeydifferentiator.Toquicklyreducetheoverallcarbonfootprint,paperwaste,andenergyconsumption,theyincreasinglychoosetopartnerupwithserviceprovidersthatcanmeettheircriteriaandinfusesustainabilityateveryleveloftheirbusiness.AndsointegratingAI-drivensolutionscanalsoattractnewbusinessfromthisperspective.

Furthermore,thedigitalizationofmanualandpaper-basedprocessesresultsinlesswaste,andthusfewerresourceswastedonmaterials,storage,anddisposal.Moreimpor-tantly,routeplanningandoptimizationeliminatesunnec-essarytravelandidentifiestheshortestandfastestroutesbetweenclientdestinations,thusloweringtheorganiza-tion'scarbonfootprint.

AI-poweredsolutionsarenolongersimplynicetohave.Theyhavebecomemust-havesfororganizationsthatputtheircustomersattheheartoftheirserviceoperationsandwhoareevolvingtheirworkforcetoexceedexpec-

OPTIMIZEMYDAYWHITEPAPER2023

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*

*

*

*

17CHAPTER3

Insight

ReducingtheImpact

oftheEnergyCrisis

withAI

*

Automaticallyplanthousandsoftasksacrossteamsandhundredsofresourcesinminutesbasedoncon-straintmodels,includingopeninghours,location,estimateddurations,andmore.

*

Automateprocessessuchasthere-dispatchofjeop-ardizedtasks.

*

Planscenariosbeforetakingactionsuchasdistribut-ingworkacrossteamsforanewlyinstalledbase.

*

Leverageintelligentpartitioningandclusteringmethodsforserviceregionmodeling.

SUSTAINABILITY:DIFFERENTIATINGSERVICEOPERATIONS18

Nowmorethaneverbefore,organizationsarejudgedbytheirabil-itytolowertheircarbonfootprintandreducepaperwastewhiletheyservetheircustomers.

Increasethedigitizationlevelofbothplannersandmobileagents.

Sortstockbynearestlocationandseekmaterialitemswithcolleaguesinthefield.

Bookappointmentsviaemail.

Streamlineteamplanning.

Leveragetheoperationaldashboard.

OPTIMIZEMYDAYWHITEPAPER2023

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Conclusion

OMD'sAIsolutionforadvancedschedulingandoptimizationfacilitatesasmoothshifttowardthenewhybridservicemodelwherepredictabilityplaysakeyroleinunlockingadditionalrevenueandprofitability.

Thesolutionisscalable,allowinguserstocustomizeitastheygoandminevaluableinsightsfromtheirexist-ingdata,combineitwithamyriadofvariables,andbepreparedfordisruptionswithoutcompromisingservicedelivery.

Thesolutionalsoexpeditesserviceoperations,reliev-ingoperatorsfromthemanualplanningandschedul-ing,enablingthemtocompletemoreworkordersfaster,increasingvalueforthecustomer.But,mostimportantly,advancedsolutionslikeOMDenableorganizationsandtheircustomerstoscaleup,tobuildresilienceandagil-ityastheygrowintoday'sdigital-firstenvironment.Thesolutioncanbeintegratedanytime,anywhere.Beingcloud-based,itisalwaysavailableandreadytoevolvewiththeorganization.

20

19CHAPTER3

AIcanhelpcompa-niesbigandsmalltocompletelytransformtheirenvironmentalimpact.

tations.Andthisbenefitstheorganizationfromaprofit-

abilitystandpoint,butitalsogreatlybenefitstheenvi-

ronment.Itcreatesasignificantcompetitiveadvantage

amongtheincreasingnumberofenvironmentally-con-

sciouscustomers.

Beyondenablingcompaniestolowertheircarbonfoot-

printandreducewaste,AIsolutionscontributetoreduced

energyconsumptionandincreasedassetlifeexpectancy.

Inturn,thisfacilitatesthedevelopmentanddeploymentof

newandsustainableservicemodels.Itallowsforahigher

degreeofservitizationandtransitiontooutcome-based

modelswithsustainabilityatthecenter.

"OurAI-drivensolutionempowersyoutoscaleup.AccesstheservicesyouneedtogrowwithoutputtingastrainonyourinfrastructureandwithouttheneedforfurtherERPintegrations."

ThatmeansthatAIcanhelpcompaniesbigandsmallto

completelytransformtheirenvironmentalimpact.AI-driv-

eneco-responsibilitymeansmorethanreducingwaste

andtheorganization'scarbonf