$15 Million Revenue Increase with AI Engines

The Challenge

Our customer, a private-equity-backed B2B field service technician company with 45+ U.S. locations and $150 million in annual revenue, faced a significant challenge in scheduling their workforce.

With nearly 700 technicians handling almost 24,000 jobs each month, their manual scheduling system was neither efficient nor optimal for technician assignment and routing. Job sites were visited in a suboptimal order, resulting in unnecessary driving time. Jobs could be assigned to technicians that were further away from the job sites instead of nearby technicians, resulting in less time spent on the actual jobs and more time on the road driving. This inefficiency not only increased operational costs but also limited the number of jobs technicians could complete daily.

The scheduling methods alternated between using a designated scheduler or allowing technicians to choose jobs freely. Our customer's initiative to implement a centralized scheduling center in their southwest region (covering 12 offices in Missouri and neighboring states) highlighted the necessity for a more systematic approach. Despite the initial hesitation to adopt technology, they sought a solution that would optimize scheduling and also allow for human review and adjustments. This is where PrimeAI’s Workforce Scheduling and Workforce Routing AI engines came into play.

The AI Solution

Our customer partnered with our team to deploy an AI-powered solutions designed to address their specific challenges.

The AI engines for Workforce Scheduling and Workforce Routing were integrated to optimize job assignments by considering various factors such as job locations, technician locations, technician skillsets, and job priorities. This solution ensures that technicians are assigned to jobs in a way that minimizes travel time and maximizes productivity.

At first, the AI engines operated alongside human schedulers, allowing them to review and make adjustments as needed. This approach helped build trust in the technology, demonstrating its capabilities while still providing a layer of human oversight. With the system's efficiency and accuracy now evident to the team, our customer anticipates a complete transition to AI-driven scheduling and routing within the next few months.

The AI engines also incorporate data from ServiceTrade, our customer's operations platform, enhancing its effectiveness. For visualization and tracking purposes, a third-party dashboard was created to display real-time scheduling data and performance metrics, providing their Chief Financial Officer and other stakeholders with clear insights into the improvements being made.

The Results

Since implementing PrimeAI’s engines for Workforce Scheduling and Workforce Routing, our customer has experienced remarkable improvements. The most notable results include:

Reduced Driving Time: The AI engines optimized job assignments, significantly cutting down road time for technicians, saving fuel costs, and increasing job efficiency.

Higher Technician Productivity: Improved scheduling minimized the need for overtime and increased the potential to handle more jobs, improving workforce scaling.

Increased Profitability: Enhanced efficiency and reduced operational costs allow our customer to retain more profits, and optimized scheduling ensures better resource allocation and full utilization of technicians.

PrimeAI’s solutions enabled this customer to leverage the power of AI to revolutionize their operations, increase efficiency, cut costs, and significantly increase profitability. Their success shows how AI, paired with strategic human oversight, can transform processes and deliver substantial value.