Boscov's sees significant productivity improvements with Intergis Visual Control Room

Boscov's operates 40 full-service department stores in a five-state region throughout the Mid-Atlantic States.  In addition to selling retail merchandise, Boscov's has a large service department that handles over one million customer service requests each year, ranging from installations and repairs to maintenance services for just about anything found in a home: appliances, lawn and garden equipment, exercise equipment, electronics and high-tech home entertainment goods.

All work assignments are scheduled and managed from a centralized call center and dispatching location using the Intergis Visual Control Room (VCR) Solution, an automated routing, scheduling, dispatching and management information system. Visual Control Room has been successfully integrated into Boscov’s call center, where over 30 customer service representatives use the VCR system simultaneously.

Boscov’s technicians need to respond to service calls quickly and the Intergis dispatch software helps this customer-centric retailer achieve this. Intergis VCR automatically selects the most appropriate technician based on skills, territory and schedule availability. Technicians use automated job completion technology from the Intergis IVR application module and their cell phones to update their own schedules directly, all without the need for dispatcher intervention.

Boscov’s has also simplified the daily dispatching routine with Intergis VCR. The scheduling and routing software automatically and efficiently optimizes the route each workday for every technician, and then displays all optimized routes on a full-color graphical map.

Using Intergis GPS tracking technology, Boscov’s can better manage its technicians and vehicles when completing work orders. The Intergis solution provides managers with valuable information such as average time spent at stops, start and end times, total mileage, and more.

With Intergis Visual Control Room, the same number of technicians now perform 40 percent more work assignments each day.  In addition, the company has seen a 50 percent reduction in the number of technicians traveling more than 150 miles per day, leading to lower fuel usage.

Prior to the Intergis solution, two Boscov’s dispatchers spent hours using manual methods with paper maps and pushpins; now, the company now only needs one dispatcher who spends only minutes scheduling and managing assignments.  Operations managers have gained greater end-to-end visibility, allowing them to effectively manage their technicians.

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