To remain competitive and satisfy customer demand, companies are increasingly moving towards scheduling appointments at the  time of booking. MapMechanics call centre solutions ensure your staff allocate appointments to the right people and/or vehicles. Delivery appointments or visit bookings can be made immediately for future days / weeks and will automatically minimise distance travelled and meet constraints such as customer time windows, resource availability etc. |
| There is a whole scheduling suite that enables new appointments to be allocated to the most appropriate member of staff based on skill level, facilities, availability and proximity. Proximity is not a single location, but is based on the worker’s past, current and future geographical position to determine whether a proposed appointment is “on the way” to the next confirmed booking. |
Call centre operatives can view the status of mobile workers in real time and there are tabulated and map views to drill d own to more detail. Forms make it easy to record and edit bookings and any information that the driver will need. Once a visit has been successfully completed, optional appointment sheets are available to record meeting content, visit outcomes etc.
Appointments can be viewed for today and tomorrow, for weeks or months at a time. With the right login permissions, a wide range of management business information can be accessed grouped by team, by site or by individual. The appointment database can be also queried so that just the appointments in one particular region for a particular day using a specific type of resource are viewed, for example. |
Mobile workers can log in and see their scheduled appointments, establish whether they have been completed or not. Workers can also log their own known unavailability – e.g. they will be at a hospital appointment next Tuesday morning. This information is then available to the call centre staff when they are making bookings. To make the charts quick to read and interpret, they are clearly colour coded with appointments flagged in categories such as planned, confirmed and fulfilled, and unavailability coloured according to type e.g. lunch break, time not worked, or public holiday. |
