实时调度系统

三井

Mitsuiwa Corporation是一家信息技术和服务公司，总部位于日本东京涩谷。三井株式会社提供信息网络服务。公司提供系统集成、网络系统配套、系统运营支持等服务。三井还提供网络设备、电子设备和其他产品。

在 Mitsuiwa，客户工程师 (CE) 每月响应 1,000 多个客户请求（包括维护人员、保安人员、护理人员等）。过去，接线员会收到一个请求，参考人员的技能和日程安排，然后通过电话或电子邮件联系多个人以找到匹配项，平均每个案例需要 30 分钟才能完成。在客户所在地或移动中工作时，工作人员通常无法接听电话。这意味着运营商不得不一次又一次地与他们联系，导致 CE 感到沮丧，客户的响应时间也更长。

此外，由于少子老龄化导致全国劳动人口减少，因此很难雇佣更多的运维人员来快速应对问题。

实时调度系统的开发旨在优化有限劳动力的运营并解决这些挑战。

智能人事分配

通过使用 Vantiq，Mitsuiwa 的调度系统现在能够自动为请求选择合适的响应者，确认可用性并安排时间，并在工作完成后收集工作完成报告，而客户工程师 (CE) 的输入最少。

无缝人机协作

Mitsuiwa 面临的最大挑战之一是在现场时从他们的各种服务人员那里获得及时准确的反馈。这导致客户工程师 (CE) 不得不在整个过程中多次联系服务人员，以确保一切按计划进行并就后续步骤提供建议。

• The implementation of the Real-Time Dispatch System has led to a significant reduction in time and cost required for dispatching responders. Mitsuiwa can now select candidates by matching their skills, schedule, and current locations, deciding on the correct responders in a much shorter period of time. This has not only reduced the workload of the operators but also the response time for customers. By automatically matching and dispatching the closest engineer with the right skillset, the real-time system has improved work efficiency, enhanced the customer experience, and increased customer satisfaction. Furthermore, the system has helped resolve labor shortage issues in an aging country like Japan by automating manual work and improving productivity.

• Reduced the average time required to arrange personnel from 30 minutes to 10 minutes per case.
• Automated the manual work for the operators, improving productivity and enabling Mitsuiwa to serve a larger network of customers with fewer dispatch centers.
• The system can be applied to other operations such as security guards or caregivers to help with limited workforce issues.