Smart Dispatch

Mitsuiwa Japan

After the customer service personnel accepts a case through telephone or email, confirming an engineer who can deal with the problem immediately requires a great deal of time and energy. (at the most 30 minutes per event and 1,800 events per month. ) 1,000 engineers provide support for Mitsuiwa’s ICT equipment in 28 locations throughout the country. When an event occurs, the operator at each station dispatch engineers through phone or email based on experience, spending 900 hours every month nationwide.

Smart personnel allocation

Capable of automatically requesting the most appropriate engineer, confirming availability and arranging time, as well as collecting work completion reports after the work is done.

Seamless HRC

Using Vantiq’s real-time dispatch system, the progress can be updated on the fly without the need to call or send emails repeatedly to the engineer.

Increase customer satisfaction

The most appropriate engineer is matched and dispatched automatically to increase work efficiency as well as enhance customer experience and satisfaction.

Resolve labor shortage

The real-time dispatch system replaces the manual process of the operator to materialize dispatch automation and resolve the problem of labor shortage.

Why choose VANTIQ ?

VANTIQ has developed a mechanism where dynamic data from the RPA, scheduling, and GPS are matched with static data such as skills to automatically execute manual processes.

0 ％

Shorten case processing time

0 mins

Which originally takes 30 minutes

VANTIQ enables Mitsuiwa to automatically dispatch engineers to significantly shorten and simplify time and process. The systematic process also decreases the number of incidents. Since the time for selecting engineers has been reduced, the solution has attained customer satisfaction.

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