下载PDF
How Automation Improves Customer Care
技术
- 功能应用 - 远程监控系统
适用行业
- 运输
- 医疗保健和医院
适用功能
- 现场服务
- 物流运输
用例
- 车队管理
- 预测性维护
- 远程资产管理
服务
- 系统集成
- 软件设计与工程服务
挑战
As they have grown over the years, Circle of Care began to employ more staff and volunteers, making for a more complex schedule. It became increasingly difficult to provide the same level of service to each of its members while keeping costs within acceptable amounts. Suddenly, managing the sheer number of people and transportation needed became a burden on schedulers. In the early days, it was sufficient to have a person in the office with a spreadsheet and a phone in order to keep everything running smoothly. But this was evidently no longer the best option.\n\nGrowing the number of members and caregivers is one of Circle of Care’s important and supported values and they have achieved this through the years. But suddenly, they found themselves with a staff of 500 and more than 300 volunteers, spread over a diverse collection of home support and community programs including: Homemaking, Personal support, Social work services, Meals on Wheels, Transportation, Day programs for seniors with dementia. As is usually the case for all non-profits, savings are felt directly at the ground level, with members seeing the benefit to fiscal responsibility. They are mainly funded by community resources and the City of Toronto. This means that transparency and reporting are highly important features and challenges that needed to be addressed.
关于客户
Since 1974, Circle of Care has been committed to providing independence, mobility and improving the quality of life for individuals in Toronto and its area residents. It is a community-based not-for-profit registered charity that helps clients live healthier, happier and longer lives. This is done through a combination of volunteers and caregivers working both in the home as well as with transportation services. Because transportation issues take a back seat to the care they can offer their members, Circle of Care has focused mainly on their community and the standard of services they provide.
解决方案
In order to de-clutter the job of scheduling trips, a demand response software solution was desperately needed. Their growth in membership also meant that they needed to serve a larger geographic area. This too could be handled by a demand response software solution. With more accurate data collection, reports could be generated that revealed a greater breadth of information as well as accuracy.\n\nThe implementation of scheduling, routing, and dispatching software allowed Circle of Care to coordinate many moving parts more efficiently. This software solution enabled real-time booking, which streamlined trip booking and customer service. The automation provided by the software allowed for better information collection and scheduling, which in turn improved customer care. The software also facilitated the addition of more staff and volunteers to the schedule, helping to serve the ever-growing client base of aging people.
运营影响
数量效益
相关案例.
Case Study
Airport SCADA Systems Improve Service Levels
Modern airports are one of the busiest environments on Earth and rely on process automation equipment to ensure service operators achieve their KPIs. Increasingly airport SCADA systems are being used to control all aspects of the operation and associated facilities. This is because unplanned system downtime can cost dearly, both in terms of reduced revenues and the associated loss of customer satisfaction due to inevitable travel inconvenience and disruption.
Case Study
Hospital Inventory Management
The hospital supply chain team is responsible for ensuring that the right medical supplies are readily available to clinicians when and where needed, and to do so in the most efficient manner possible. However, many of the systems and processes in use at the cancer center for supply chain management were not best suited to support these goals. Barcoding technology, a commonly used method for inventory management of medical supplies, is labor intensive, time consuming, does not provide real-time visibility into inventory levels and can be prone to error. Consequently, the lack of accurate and real-time visibility into inventory levels across multiple supply rooms in multiple hospital facilities creates additional inefficiency in the system causing over-ordering, hoarding, and wasted supplies. Other sources of waste and cost were also identified as candidates for improvement. Existing systems and processes did not provide adequate security for high-cost inventory within the hospital, which was another driver of cost. A lack of visibility into expiration dates for supplies resulted in supplies being wasted due to past expiry dates. Storage of supplies was also a key consideration given the location of the cancer center’s facilities in a dense urban setting, where space is always at a premium. In order to address the challenges outlined above, the hospital sought a solution that would provide real-time inventory information with high levels of accuracy, reduce the level of manual effort required and enable data driven decision making to ensure that the right supplies were readily available to clinicians in the right location at the right time.
Case Study
IoT-based Fleet Intelligence Innovation
Speed to market is precious for DRVR, a rapidly growing start-up company. With a business model dependent on reliable mobile data, managers were spending their lives trying to negotiate data roaming deals with mobile network operators in different countries. And, even then, service quality was a constant concern.
Case Study
Digitize Railway with Deutsche Bahn
To reduce maintenance costs and delay-causing failures for Deutsche Bahn. They need manual measurements by a position measurement system based on custom-made MEMS sensor clusters, which allow autonomous and continuous monitoring with wireless data transmission and long battery. They were looking for data pre-processing solution in the sensor and machine learning algorithms in the cloud so as to detect critical wear.
Case Study
Cold Chain Transportation and Refrigerated Fleet Management System
1) Create a digital connected transportation solution to retrofit cold chain trailers with real-time tracking and controls. 2) Prevent multi-million dollar losses due to theft or spoilage. 3) Deliver a digital chain-of-custody solution for door to door load monitoring and security. 4) Provide a trusted multi-fleet solution in a single application with granular data and access controls.
Case Study
Vehicle Fleet Analytics
Organizations frequently implement a maintenance strategy for their fleets of vehicles using a combination of time and usage based maintenance schedules. While effective as a whole, time and usage based schedules do not take into account driving patterns, environmental factors, and sensors currently deployed within the vehicle measuring crank voltage, ignition voltage, and acceleration, all of which have a significant influence on the overall health of the vehicle.In a typical fleet, a large percentage of road calls are related to electrical failure, with battery failure being a common cause. Battery failures result in unmet service agreement levels and costly re-adjustment of scheduled to provide replacement vehicles. To reduce the impact of unplanned maintenance, the transportation logistics company was interested in a trial of C3 Vehicle Fleet Analytics.
