AMCS Mobile captures actions against customers to provide up-to-date route information
Constant and up-to-date customer, route and vehicle information available across the organisation through the real-time exchange of data. With this, the AMCS’ in-cab mobile device provides actual route information to mitigate operational risk and prevent extra costs for missed collections. Through the integrated system, both the planners and the customer service representatives have current information available to them which enables them to service customers better, more efficiently and at less cost.
- Any action the driver carries out against a customer is exchanged with the back-office in real-time providing the driver, planner and call centre with instant updates on each customer, order and vehicle location
- Documents like a route list, photo capture, and GPS trail are constantly available both for the planner and the customer service representative as proof that a driver was there and why, for example, a bin wasn't emptied
- This set of information supports a clear service update improving customer support and reducing extra costs through customer call-backs
- The planner has an overview of the order status enabling them to instantly reschedule orders to another driver, and also to schedule ad-hoc orders to the most suitable driver thus creating operational efficiencies
Integrated mobile system provides comprehensive visibility into operations
Some of the benefits of an integrated mobile system is having an overview of each order and visibility into the location of each vehicle. This is made available through the real-time exchange of data between the in-cab mobile device and the centralised ERP system. It is specifically these features that mitigate operational risks for waste and recycling companies, explains Ken Tierney, Product Manager at AMCS.” Any action the driver carries out against that customer is recorded and transmitted to the back office in real-time. This provides the driver and operational staff, such as customer service representatives, with instant updates on each customer, order and vehicle location. This reduces the risk of a driver missing out on the collection of a bin as all the information is clearly and intuitively displayed on their device. Furthermore, this eliminates the cost of rescheduling that missed collection.”
Up-to-date order management information is important for companies. "Throughout the day, the planner knows when the driver has emptied the bin and if not - why. Perhaps the bin was not left out or was available, or perhaps the entrance to the site was blocked. In all cases, the planner can prove why the bin was not emptied, with features such as photo capture and notes, all of which are time, date and GPS stamped. This information is available both for the planner and the customer service representative, to support a clear communication and service update to customers which will improve the level of service provided to those customers. It also stops customer call-backs and the need to investigate queries internally as all the information is readily available.”
Mitigating the risk of driving inefficient routes
According to Tierney, the constantly available real-time information also mitigates the risk of not executing the waste collection within the stipulated hours. “The planner has an overview on which orders are executed and knows if a driver is ahead of schedule or, more importantly, if he is behind schedule. By knowing how vehicles are performing against planning, actual versus planned, the planner can react faster. For example, if necessary, to instantly reschedule an order to another driver or schedule ad-hoc orders to the most suitable driver. This is both creating operational efficiencies and at the same time reducing the cost of one-off and costly trips.”
AMCS Mobile also mitigates the risk of driving inefficient routes, says Tierney. "With paper processes routes are planned in a way the planner thinks is the best based on the addresses, streets or customer orders which are added to the route. With the mobile application, it tracks the actual sequence the driver collected the customers on the route which can be used to re-sequence the route to the way an experienced driver drove the route. This sequence can then be used by new drivers to ensure they complete the route as efficiently as possible. In addition, all real-time information collected by the mobile application can be feed into the route optimization solution to allow even further route efficiency.”
AMCS Mobile also available for legacy software customers
AMCS Mobile Workforce is one of the six solutions of AMCS Platform, a fully integrated and end-to-end portfolio of solutions to manage the waste and recycling lifecycle. Solutions include Enterprise Management, Intelligent Optimisation, Mobile Workforce, Vehicle Technology, Digital Engagement and AMCS Analytics. However, solutions like Intelligent (route) Optimisation, the AMCS Customer Portal and Mobile Workforce are also integrated into existing legacy software. These industry-specific solutions are developed to support the AMCS Platform strategy focussing on driving revenue growth, margin expansion, operational efficiency and sustainability. AMCS lives up to those words with a product and development team of around 200 people, currently investing 20% of overall turnover in product development.
AMCS Mobile is currently available for customers using:
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