AI Case Study

Bosch Thermotechnology improves field service management appointment accuracy and efficiency with machine learning

Bosch Thermotechnology implemented ClickSoftware's Click Field Service Edge to optimise appointment accuracy and provide fast service to their customers. The software now manages the job scheduling of the company's Belgian sales office of 90 technicians. The solution leverages ClickSoftware's machine learning cloud and applies AI to identify patterns in the service chain data in order to be able to make more accurate predictions.

Industry

Consumer Goods And Services

Personal And Household Goods

Project Overview

According to ClickSoftware's website, "prior to upgrading to Click Field Service Edge, Bosch was using an older version of ClickSoftware technology. While the software was operationally effective, Bosch sought an upgrade that would refresh their user interface and address process gaps that had developed over time. Likewise, they wanted field service scheduling software fit to impress their customers, who demand appointment accuracy and fast service. Click Field Service Edge introduced a centralized log, which will make future troubleshooting much easier."

Reported Results

Field Service Manager Rudy Rooman and Tactical Planner Leen De Wit mentioned some of the benefits of upgrading to Field Service Edge (FSE):

* A centralized log makes troubleshooting easier
* Clean and easy-to-navigate user interface
* Quick, simple, and seamless migration

Technology

"ClickSoftware’s Predictive field service anticipates service fluctuations and automatically adjusts business processes accordingly. The solution is powered by the company's Machine Learning Cloud, which applies artificial intelligence across the service chain to find hidden patterns in data and make predictions that matter to service businesses. Predictive field service combines historical data with external sources to provide increasingly accurate predictions of important metrics (such as the duration of tasks or the likelihood of appointment cancellations) that have a material impact on key service business decisions."

Function

Operations

Field Services

Background

According to ClickSoftware's website, "Bosch Thermotechnology is a leading international manufacturer of heating products and water heaters. Their Belgian sales office employs 90 technicians who focus on providing exceptional installation, preventative maintenance, and repair experiences."

Benefits

Data

"historical data and external sources to provide increasingly accurate predictions of important metrics (such as the duration of tasks or the likelihood of appointment cancellations)"