Route & Scheduling
Time-window booking turns maintenance calls into one published route
Field service operator · Field Operations
Staff searched the ERP for customers due for maintenance and phoned each one to agree a visit. Customers receive the available service windows by SMS or email and pick a morning or afternoon slot themselves; the planner then publishes one reviewed route with exact arrival times.
Our approach
We fixed the booking model first and built route determination on top of it, without touching the window the customer had chosen. Regions and service-day templates are reusable data, so a recurring round is generated in one go with its capacity visible beforehand. Optimisation works inside each chosen window and never moves an arrival outside it. The delicate part was the dependency on an external road-network provider: a deterministic local ordering stays the fallback, and a route proposal sends nothing until the planner publishes.
One reviewed route with exact arrival times instead of a round of phone calls.
Before Cognima
- Search the ERP to find who is due for maintenance
- Call each customer to agree a visit, one by one
With Cognima
- Send an SMS or email offering available service windows
- Customer picks a morning or afternoon slot themselves
- Delivery model
- Planning web app with SMS / email booking
- Human oversight
- Planner reviews every route before publication
- Data & IP
- Customer contact data used only for booking