Episode 275

In a session from Future of Field Service Live in Cologne, Germany, host Sarah Nicastro talks with Jelle Coppens, Product Domain Expert of Service and Repair at Electrolux, about how the company is working smarter to maximize the impact of its workforce.

Jelle has been with Electrolux for six years, starting as a resource planner for Electrolux Belgium and quickly becoming involved in the company's digital transformation. His expertise led him to join a project enhancing technical solutions across Belgium, the Netherlands, Luxembourg, and Denmark.

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Episode Highlights:

• [04:04] - Before adopting a new technology, the biggest pain points for Electrolux were inefficiencies and lack of visibility in field operations. Jelle and his team planned technician schedules but couldn't track progress or respond to cancellations effectively, leading to wasted time and frustrated staff. By implementing the IFS service management solution, they connected their systems, improved resource planning, and minimized travel time, allowing technicians to focus on their strengths.
• [15:36] - Implementing the IFS PSO (Planning and Scheduling Optimization) allowed Electrolux to significantly reduce idle time and increase productivity. This system integrates with the company's FSM app, giving resource planners real-time visibility into technician progress. When cancellations happen, Jelle and his team have streamlined the process to fill gaps quickly, ensuring efficient scheduling. Moreover, a dedicated gap-filling team has boosted visit rates by 8% in just a year.
• [28:13] - Maximizing resource utilization offers exciting potential through creative solutions like online training platforms and stock-taking tools. By encouraging technicians to use idle time for short refresher courses or inventory checks, businesses can enhance efficiency and productivity. Exploring and sharing best practices with other companies can reveal even more opportunities to optimize and make the most of every resource.