The problem
What was breaking.
Dispatchers play tetris with technician schedules in their heads.
Parts truck rolls are an art, not a science. Wrong part = second visit = unhappy customer.
After-action reviews happen monthly. Patterns drift away before they get caught.
What we did
The moves.
- ▷Autopilot suggests tech assignment based on skill graph, current load, and proximity.
- ↗Predictive recommends parts kit per call type. Confidence interval shown.
- ⌖Forensic opens a case on every second-visit. Six classifications, one investigation.
- ◉Observatory surfaces tech utilization and behavioral signals weekly.
Results · first 90 days
The numbers.
FIRST-TIME FIX
+11pt
lifted to 84%
PARTS WASTE
−$22k
per month
DISPATCH TIME
−4min
median assignment
“I used to spend an hour every morning sequencing calls. Now APO drafts it and I tweak the edges. The dispatchers spend that time on actual exceptions.”
James W.
Field Ops Manager
Have a lifecycle in Service organisations?
Bring it. We'll wire APO in read-only against it for 30 days.