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Carl Zeiss IMT Takes Customer Service to the Next Level with VSS PRO
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"With
VSS PRO our staff utilization and customer
satisfaction are at their highest levels"
- Peggy Rinard, Scheduling Coordinator, Carl Zeiss IMT Corporation |
Industry
Manufacturing
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Customer Profile
Manufacturer with over 1,300 employees in Maple Grove, MN |
Customer Profile
Carl Zeiss Industrial Measuring Technology (IMT), located in Maple Grove, Minnesota,
is a member of the Carl Zeiss Group located in Oberkochen, Germany. It is the
global leader in CNC coordinate measuring machine (CMM) technology. With over
1300 employees worldwide, Carl Zeiss IMT offers metrology solutions for a wide
variety of industrial sectors.
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Situation
Need to ensure the best staff utilization |
Situation/Challenge
In order to achieve optimum staff utilization in the
services department at Carl Zeiss IMT, the company decided to replace their
whiteboard schedule with scheduling software. The challenge for the department
was providing the highest quality service to customers while ensuring the best
staff utilization. They selected Visual Staff Scheduler® PRO (VSS PRO) for its flexibility and simplicity. "When
I came to Carl Zeiss IMT a few years ago, I was pleased to have such a powerful
tool to assist me with staff scheduling," says Peggy Rinard, Scheduling Coordinator
at Carl Zeiss IMT. "I learned the program in no time and I'm always looking
forward to using the new scheduling tools and reports being added to VSS PRO," she
adds.
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Solution
Visual Staff
Scheduler® PRO |
Solution
With just a few clicks in VSS PRO, regularly-scheduled
maintenance jobs can be pre-assigned to service technicians well into the future,
as well as holidays, training sessions, and time-off requests. Then, as a new
service order is received, dispatchers can immediately view all available technicians
and assign the proper technician to the job. "Now, I can make schedule assignments or adjustments
quickly and appropriately because VSS PRO immediately displays how each service
order impacts my overall schedule," says Rinard. "And, communicating schedule
information has never been easier." Service technicians can get their individual
schedules and any schedule updates instantly, plus regional service managers
can log into the system to stay informed. Additionally, customer account managers
regularly receive a copy of the schedule to review service activities as they
relate to clients.
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Benefits
Improved staff utilization
Better customer service
Time savings |
Benefits
Since Carl Zeiss IMT
started using VSS PRO, they were able to
significantly reduce the time it takes to
schedule their service technicians. According
to Rinard, it's possible to cut the time
needed to create and distribute work schedules
by at least 50%. "Now, everyone stays informed, and schedule changes are managed
with ease," Rinard adds.
With VSS PRO, staff utilization at Carl Zeiss
IMT is at its peak. "VSS PRO gives
us everything we need to make sure our customers are happy and our technicians
can use their full abilities," Rinard concluded. |
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Copyright © William Steinberg
Consultants Inc. 1988-2008 |
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