Sector
Technical Services/Operational Back Office
Client
Company with three locations in the Basque Country
Challenge
The client needed to organize the schedules of 30 technicians working in different areas, ensuring time and travel efficiency while optimizing technical service resources.
The challenge was to maintain a tight weekly planning that allowed all the requests to be covered with no overlaps or delays.
Solution
Logikaline implemented an outbound platform specialized in appointment management, operating from Monday to Friday from 9:00 am. to 10:00 pm., and managed by a dedicated team of 7 agents.
The workflow was structured in weekly cycles:
-Receiving updated information from the client (areas, services, available technicians)
-Organizing schedules and booking appointments based on the territories and availability
-Incident coordination and real-time rescheduling
This structure allowed technicians to focus exclusively on their fieldwork, while Logikaline managed the logistics related to appointments and planning.
Results
- 7,000 monthly appointments managed from the Contact Center in Abaltzisketa
- An average of 350 appointments handled daily.
- Optimization of the technicians' time and travel.
- Efficient coordination and smooth communication between the locations.