OPTI-TIME
OPTI-TIME is an automated workforce scheduling system, providing a comprehensive solution to the challenge of delivering an appointment-led housing repairs service.
The system delivers the following core capabilities:
- Enabling the contact centre to make intelligent, appropriate appointments
- Supporting the planners in managing the emerging day and exploiting opportunities to increase productivity
- Providing comprehensive customer messaging to keep tenants aware of progress
- Providing detailed customer service and productivity KPI reports based on real-time information
OPTI-TIME integrates with client, contractor and mobile data systems to provide seamless handling of the repair call, with real-time job dispatch and conflict resolution throughout the day. The system is used by the call centre, allowing appointments to be offered to the highest possible level, and by work planners, whose job is to ensure the service is effectively delivered.
The solution has been evolved over seven years and ninety implementations to meet the exact needs of housing repairs organisations. OPTI-TIME supports all working models, including clients with multiple contractors, contractors with multiple clients, client owned systems used by the contractor, mobile data either as part of the client system or as part of the contractor system, and finally OPTI-TIME supports environments where a remote contact centre handles the initial call - providing an easy to use Web based appointment interface - as well as where the call is taken locally or by the contractor.