VANTIQ > Case Studies > Optimizing Dispatch Operations: Mitsuiwa's Real-Time Solution

Optimizing Dispatch Operations: Mitsuiwa's Real-Time Solution

 Optimizing Dispatch Operations: Mitsuiwa's Real-Time Solution - IoT ONE Case Study
Technology Category
  • Analytics & Modeling - Real Time Analytics
  • Functional Applications - Computerized Maintenance Management Systems (CMMS)
Applicable Industries
  • National Security & Defense
  • Telecommunications
Applicable Functions
  • Human Resources
  • Maintenance
Use Cases
  • Personnel Tracking & Monitoring
  • Real-Time Location System (RTLS)
  • System Integration
The Challenge
At Mitsuiwa, Customer Engineers (CE) respond to more than 1,000 customer requests every month. The manual dispatch process took an average of 30 minutes per case, resulting in frustration for CEs and longer response times for customers. Additionally, the national decrease in the working population made it difficult to hire more operators and maintenance personnel.
The Customer
About The Customer
Mitsuiwa is a company that dispatches customer engineers to respond to incidents and computer breakdown requests. They faced challenges in efficiently matching personnel to customer requests and dealing with labor shortages.
The Solution
Mitsuiwa utilized Vantiq to develop a Real-time Dispatch System that automates the dispatch process and resolves labor shortage issues. The system utilizes intelligent personnel assignment to automatically select the appropriate responder, confirm availability and schedule a time, and collect work completion reports. It also enables seamless collaboration between service personnel and the dispatch system through a mobile app.
Quantitative Benefit
  • The Real-time Dispatch System reduced the average time required to arrange personnel from 30 minutes to 10 minutes per case. It also improved work efficiency, enhanced the customer experience, and increased customer satisfaction. The system resolved labor shortage issues by automating manual work and improving productivity, allowing Mitsuiwa to serve a larger network of customers with fewer dispatch centers.

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