Specializing in electrical rolling shutters for the past 50 years, Bubendorff designs manufactures and sells its products to building professionals in France, Belgium, Switzerland, Germany and Spain. By offering an exclusive free warranty on parts, labor and travel, Bubbendorff gives its customers peace of mind. This being so, it is easy to understand that optimizing the technicians’ callouts is a big deal for the company!
- 50 years of experience;
- more than 650 employees;
- more than 60 active patents;
- ISO 9001 and NF Fermetures certifications;
- more than 50 technicians;
- more than 4 million shutters under warranty;
- 7 years warranty on parts, labor and travel.
The Bubendorff technicians have been making service routes since 1998. They began with 9 technicians who divided the territory between them. At the beginning of the 2000s, callouts were running at approximately 15,000 per year. Gone is the era of paper-based routes and disparate tools, Bubendorff must now be able to depend on a comprehensive, reliable and ergonomic solution that enables it to take full advantage of cartography to optimize the management of scheduling appointments for its field technicians.
The solution brought by GEOCONCEPT
Following a market analysis, Bubendorff selects GEOCONCEPT and its flagship scheduling optimization solution Opti-Time.
"We immediately saw the potential of the GEOCONCEPT solution when it was presented. Indeed, the tool delivered a productivity gain in excess of 20%! Apart from its performance, we were also impressed by the ergonomics of the solution; it’s easier to schedule appointments and we benefit from a clear and accurate display of the technicians' schedules.”
Nourdine Benkemouche, Bubendorff’s Planning and Intervention Manager
The tool came into operation and incorporates customized parameters such as the callout lead-times (5 days if the parts are in stock, 10 days if a part has to be remanufactured), as well as the technicians’ skill sets and availability.
When a user detects a fault with his electric shutter, he contacts his installer who relays the request to Bubendorff’s customer service department. The moment it is received, the request is logged by a data entry assistant with the serial number of the shutter, the details of the customer requiring assistance and the nature of the fault. The callout data are geolocated in real-time and replicated in the Opti-Time scheduling interface. The system then optimizes all the pending appointments overnight, enabling the scheduling assistants to contact the users directly the next morning.
Better treatment of appointments in the long term
Increased customer satisfaction
Better working conditions
"A few years ago, a planner could book between 30 and 40 appointments a day. Today, thanks to the GEOCONCEPT solution, a planner can take 80 to 120 appointments a day. While we have doubled the number of planners in recent years, we have quadrupled the number of interventions."
A proven system
Opti-Time has revolutionized the daily lives of the repair and customer departments’ staff at Bubendorff. Indeed, the solution’s ease of use, reliability and performance means the scheduling assistants can be calm and confident in proposing logical callouts to the field technicians, who receive their callout sheets at the end of the day together with the confirmation of their next day’s schedule.
As well as making the teams’ working conditions easier, the solution has also made it possible to increase the callout appointment scheduling capacity. Operational within short order, the GEOCONCEPT solution thus enabled Bubendorff to win its challenge hands down by improving the processing of callout requests in the long term. A more than positive result that satisfies the directors, scheduling assistants, the technicians but also the customers.