Case Study:
Pacific Telecommunications and Services

Using Trimble to Optimize Routes and Scheduling, Pacific Telecommunications Services Saves Hours and Completes More Jobs Daily.

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Pacific Telemanagement Services (PTS) began using Trimble Fleet Solutions in 2010 to track, manage and optimize scheduling for its mobile workers, who service pay phones and pay Internet kiosks, as well as perform freezer cleaning and maintenance for their ice cream distribution company, Arctic Express.

Chief Operating Officer Justin Keane knew he wanted to improve the efficiency of PTS’ scheduling process and raise the productivity level of its workers. He saw that the Trimble GeoManager Work Management and Fleet Management solutions could help the company do it. Manual Routing Lacked

Our initial use of Work Management resulted in clear benefits that we want for our other regions—fuel savings, better drive-time efficiency and more ticket closures. It’s easy to use, easy to manage and it’s making our company more efficient.

Justin Keane, Pacific Telecommunications Services, Chief Operating Officer

Manual Routing Lacked Efficiency

“We used to just throw a group of tickets at our technicians in an assigned region and see what they could get done in a day. Each morning they would print out a list of their tasks, then spend a half hour planning routes based on their own knowledge of the area. We saw that this way was not always most efficient,” said Keane. “We also tried using just a map feature to sequence the stops,” said PTS supervisor/ dispatcher Tony Cicala. “But that took about an hour a day for each regional hub, and since we manage 8 regional hubs, that’s 8 hours a day it took to build the routes.”

Time Savings Allows More Ticket Completions

Now Tony and other dispatchers use the cloud-based Work Management solution to optimize the schedules of PTS’s 90 technicians each morning. This cuts the 3 hours a day spent on routing per dispatcher to about 45 minutes a day—a productivity savings of 75%, or about 9 hours per week. And now that technicians don’t have to plan their own routes, an additional 90 hours per week of their time is saved and they can complete more jobs per day.

“The Work Management Optimizer is helping us save a lot of time on our route sequencing. Using the Trimble solution, dispatchers can see all the tasks and schedules in one place,” Cicala said. “Also, the drivers don’t have to think about sequencing in the morning—they just go.” According to Cicala, PTS workers had an approximately 85% job completion rate prior to using Trimble Work Management. Now, completion rate is at about 95%. This 10% efficiency gain frees up extra time for technicians and enables dozens more task completions each week.

In-Day Advisor Makes Adding Tasks Easy

“Our Trimble system shows us if a technician is ahead of schedule. Then using the Work Management In-Day Advisor we’re able to easily throw a task in there to make sure he completes his eight hours of work,” Cicala said. “Or, if there is an issue with a task we’re able to remove it from one technician and reassign it to another. We like how we can monitor our technicians’ progression through the day, where before we were blind to what they were doing.” “Another advantage of Trimble versus simple map-based sequencing is that Work Management will account for customers’ business hours in its route planning. This is a big issue for us since our technicians start early in the morning, and we don’t want them to waste trips from not being able to access a location that has not yet opened.”

Efficiency Gains Drive Desire for Expansion

PTS is so serious about having its workers maximize efficiency that when its technicians finish their daily tasks of servicing pay phones, they might clean out an industrial freezer or two. Since PTS also owns Nestle, Dreyer’s and Häagen-Dazs© distributor Arctic Express, it can leverage any extra time in its workers’ days to help the other business. PTS recently expanded its use of Work Management beyond its California and Chicago hubs to the other regions it services nationwide. “Our initial use of Work Management resulted in clear benefits that we want for our other regions—fuel savings, better drivetime efficiency and more ticket closures,” Justin Keane said. “It’s easy to use, easy to manage and it’s making our company more efficient.”

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