Field Services Smart Scheduling for Integral-JLL

Optimization for the UK leading field service management company.

Integral UK Ltd is the leading Mechanical, Electrical and Fabric property maintenance business in the UK, providing both Planned Preventive and Reactive Maintenance to over 1,600 clients in 60,000 locations. In 2016, Integral was acquired by JLL making it part of the larger JLL real estate management brand.

The challenge provided to DecisionBrain was how Integral could take its engineer field service distribution to higher productivity levels with optimization and dynamic scheduling tools.

The FSO (Field Service Optimization) solution was a platform built using DecisionBrain workforce Dynamic Scheduler . This platform was customized to the needs of the entire Integral field service team and took into account several organizational layers: project executives, planning managers, planners and field service workers.

From lengthy manual allocation to increased productivity and accessibility.

Since implementation of the platform Integral/JLL has acknowledged that FSO has greatly improved productivity and ease of accessibility to planning information.

Before FSO, the process for allocating tasks to engineers was predominantly manual and provided a very narrow view of the available and relevant data. By blending real-time optimized plans into an intuitive and easy-to-use interface, FSO provided several benefits for both planners and managers: minimized technician travel and idle time, ability to quickly focus on most urgent issues, possibility to easily adapt and adjust plans to unexpected events, seamless collaboration across teams.

Quoting Aaron Morgan, Service Delivery Manager for Integral “There are too many examples of helpful features to provide just one. FSO [Dynamic Scheduler] is now an integral part of our service solution. We use it day in and day out.”

Project success by the numbers.

The key objectives of this project were:

• Increase engineers productivity, measured as jobs-per-man per day. Before implementation Integral was operating at 2.8 jobs per man per day. After the implementation, they have increased to 4 jobs per man per day. Additionally, projections show that FSO could allow them to reach 5 jobs per man per day.
• Increase SLA adherence, measured as contract agreements met and matched for timing constraints. With the implementation of FSO, the SLA performance has significantly improved, especially in those clients that require 4 hour response time. Quoting Mikey Rooney, Programme Director at JLL, “We are starting to see rapid SLA improvements especially for those less than 4 hour responses that we need for quite a few clients. The rise over the past 60 days has been quite impressive.”