Matrix

Matrix is the leading information technology company in Israel. With more than 8900 employees, Matrix executes the most extensive integration projects in the market, develop and deploy new technologies and software solutions.

Matrix is unique in its ability to merge between technologies and solutions for their clients while creating the right connection between the business side and the technological side.

Matrix’s customers include hundreds of institutions and companies from a variety of industries such as finance, service, telecommunication, security, etc.

The challenge

Integrating Matrix’s ERP solution, Tafnit, to provide to a shared customer, a merged solution of Timing and Tafnit.

The customer, a service company, wanted to achieve the ultimate experience: an end-to-end solution that includes his current ERP system and Timing’s dynamic scheduling engine. The idea was not to shake the boat and allow the employees to keep using the screens and platform they know so well and is well designed for their needs, and to add new capabilities of scheduling and routing that did not exist before.

The solution

Integrating Timing’s dynamic scheduling engine into Matrix’s ERP solution, Tafnit.

Timing is changing and improving how consumers interact with field services. Using innovative technology, Timing created a Best of Breed scheduling platform that offers planning optimization solutions with real-time schedule adjustment and high-accuracy ETA predictions. As the name indicates, time is the critical component in our approach. Through optimization and synchronization, we provide enhanced services across all industries by streamlining and automating the scheduling process through dynamic scheduling, AI, and schedule reshuffling. This offers improved efficiency through cut travel time, higher first-time fix rate, better customer communication and satisfaction, headcount reduction, and higher employee satisfaction.

The result

The service company and other Tafnit’s clients can now use Timing’s capabilities seamlessly and directly from Tafnit.

Once integrated, Tafnit’s clients can work with Timing’s engine right away and improve their operational efficiency and customer service level.

 

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Tornado LTD

Tornado LTD is an Israel based private company that was founded in 1988. The company provides air-conditioning solutions to customers all over the country.

Due to the quality and the resistance of the air conditioners over time, the brand “Tornado” became the favorite brand among customers and professional technicians in the industry and won their recommendations and support.

The company owns one of the most professional and large service workforces in the country.
The workforce consists of tens of technicians, call center representatives and well-known industry experts.

The challenge

The company is growing rapidly and planning the workforce schedule efficiently became a challenge. The number of calls to the call-center from customers asking where the technician is has increased, more delays from the
time-windows has accrued and the technicians became unsatisfied from their schedule.

Tornado had another significant challenge. Their workforce consists of sub-contractors and not from the company’s employees. This alone creates overload when need to schedule and dispatch tens of technician where each has a different depot, a different set of skills, different work hours and different area preferences.

Tornado looked for a solution that answers their needs in terms of the complex planning and would help them touch their goal in increasing customer satisfaction and eliminate delays and provide narrower time-windows.

The solution

Timing is changing and improving how consumers interact with field services. Using innovative technology, Timing created a Best of Breed scheduling platform that offers planning optimization solutions with real-time schedule adjustment and high-accuracy ETA predictions. As the name indicates, time is the critical component in our approach.  Through optimization and synchronization, we provide enhanced services across all industries by streamlining and automating the scheduling process through dynamic scheduling, AI, and schedule reshuffling. This offers improved efficiency through cut travel time, higher first-time fix rate, better customer communication and satisfaction, headcount reduction, and greater employee satisfaction.

The result

Tornado chose to work with Timing and is working with the three layers of the platform (managing & control, technician app, and customer web app) for months now.

The company increased the number of work- orders per day and was able to reduce the time on the road by at least 18%.

As for the Tornado’s customers, they get accurate time-windows and ETA predictions on the activity day and can plan their day accordingly.

Doron’s Furniture

Doron’s Furniture is one of the leading furniture manufacturers in Israel. The company sells its furniture through a chain of retail stores. It was acquired by Offir Liber in 2005 and has been growing rapidly since.

Doron’s goal was to improve their in-house processes as well as their customer experience, and have invested efforts and resources to reach that goal quickly and efficiently.

Before they started working with TIMING, Doron was able to plan client appointments only three days in advance, which affected the manufacturing process and schedule. The company also scheduled its appointments via call center representatives and had to manually plan its service reps’ routes according to existing appointments.

Doron looked to achieve the following goals:

  • Improve the scheduling process.
  • Automate the routing process.
  • Improve customer service satisfaction.

This is where TIMING came in. TIMING was able to meet all of Doron’s requirements and has enabled it to gain new levels of efficiency across its entire organization.

Using TIMING, Doron can now plan manufacturing and appointment scheduling 7 – 10 days in advance, instead of the original three days’ lead time, which has significantly improved their manufacturing volume. This was achieved through TIMING’s automatic route builder which automates the scheduling process and communicates with clients directly, without the need for call center representatives.

TIMING also allowed Doron to completely automate its route optimization process. This added benefit also allows its field service reps to plan their day in advance and maximize their use of their time.

By automating these processes through TIMING, Doron’s clients now benefit from a flexible scheduling process and accurate ETAs – providing them with an overall higher level of customer satisfaction.