FLS VISITOUR dynamic appointment scheduling and route optimisation software for field service
Real-time dynamic appointment scheduling and route optimisation software for field service and mobile workforce management. Schedule repairs, compliance inspections, voids, surveys, visits for operatives across housing, facilities, healthcare and public sector. Mobile worker job management application and customer self-service appointments and arrival tracking. Integration to CRM, Housing/Repairs Management systems.
Features
- Real-time optimised appointment scheduling
- Dynamic in-day route optimisation
- Traffic based driving and route optimisation
- Field service management
- Mobile Workforce Management for operatives/case workers
- Mobile Job Management including forms and materials capture
- Performance analysis and reporting
- Customer self-service appointment booking and tracking arrival of operative
- API integration to CRM, Housing Management and Housing Repairs systems
Benefits
- Reduce driving time and miles driven up to 52%
- Productivity increase for field workers up to 32%
- Improve adherence to Service Level Agreements (SLAs)
- Attend callouts/appointments sooner
- Increase first time fix for repairs jobs
- Efficiently automate void workflow
- Improve customer satisfaction and other KPI's
- Reduction in back office / planning resources required
- Dramatic reduction in costs and CO2
Pricing
£29.00 a user a month
- Free trial available
Service documents
Request an accessible format
Framework
G-Cloud 14
Service ID
7 6 9 5 6 2 9 0 4 3 7 0 4 0 6
Contact
FLS - FastLeanSmart UK Ltd
Jeremy Squire
Telephone: 07976105027
Email: jeremy.squire@fastleansmart.com
Service scope
- Software add-on or extension
- Yes, but can also be used as a standalone service
- What software services is the service an extension to
- Our solution is designed to integration with CRM, Field Service Management, CAFM, ERP, Housing Management, Housing Repairs and other solutions. Partnerships for our best of breed scheduling include MRI, Aareon, Microsoft partners for Dynamics 365, IBM Maximo, SAP.
- Cloud deployment model
- Private cloud
- Service constraints
- Monthly maintenance windows out-of-hours for updates agreed with customer
- System requirements
- All required licences are supplied as part of the solution
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
Response are dependent on the severity of the fault
Level 1 - respond in 1 hour and resolve asap, in any event within 4 hours
Level 2 - respond in 4 hours resolve asap, in any event within 2 business days
Level 3 - respond in 1 business day and resolve in next scheduled upgrade
All times are for standard support hours. Monday to Friday 9-5:30pm
Additional hours up to 24x7 support service can be requested for an additional cost. - User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- None or don’t know
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- No
- Onsite support
- Yes, at extra cost
- Support levels
- We provide level 1,2,3 support included within costs. As standard this includes office hours SLA but can be extended to bespoke requirements. We provide a customer success manager who's role is to ensure customers are making the best use and therefore benefit out of their investment in our technology.
- Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
-
Onsite or remote project implementation services and training is provided for the project team and key business users.
Online help and API documentation is also available. - Service documentation
- Yes
- Documentation formats
- HTML
- End-of-contract data extraction
- Data can be exported from the system by the customer or FLS
- End-of-contract process
- No cost for extract and export of data which will be provided upon request
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Microsoft Edge
- Firefox
- Chrome
- Application to install
- No
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- Mobile devices are used by the field force to access the work assigned to them and complete job information. (Optional)
- Service interface
- Yes
- User support accessibility
- None or don’t know
- Description of service interface
- All functionality for operating and configuring the system is available to the user and limited by individual user access controls by function, screen and by field. API documentation is accessible within the service interface. The system can also operate via API without use of the Service Interface if preferred.
- Accessibility standards
- None or don’t know
- Description of accessibility
- The system is designed to be easy to use with features suitable for the dispatcher or mobile operatives role. User is able to change colours, icons and size of some elements to suit their needs. It is also possible to make use of the accessibility options provided on the device used.
- Accessibility testing
- No specific testing has been performed but we operate a program of continuous improvement as part of our roadmap and welcome customer input for what will make the solution easier to use
- API
- Yes
- What users can and can't do using the API
-
Typical APIs available for
- Call creation and updates
- Field worker creation and updates
- Work schedule management
- Break management
- Schedule synchronisation
- Tracking data
- Job related information and forms capture by mobile workers
- Materials/SoR usage by mobile workers
- plus many more
API's enable the possibility, if desired, for a customer to use it's own screens/system user interface and operate FLS scheduling as a "black box" - API documentation
- Yes
- API documentation formats
-
- Open API (also known as Swagger)
- HTML
- API sandbox or test environment
- Yes
- Customisation available
- Yes
- Description of customisation
- Customer requirements for customisation can typically be met by configuration by our consultants or the customer themselves with the training provided. On the rare occasion this does not meet requirements then we might add this need to our product roadmap or offer a customisation by our development team.
Scaling
- Independence of resources
- Each customer environment is independent to others.
Analytics
- Service usage metrics
- Yes
- Metrics types
-
Health status of service
Prometheus monitoring
Users and job related - Reporting types
- API access
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Developed Vetting (DV)
Asset protection
- Knowledge of data storage and processing locations
- Yes
- Data storage and processing locations
- United Kingdom
- User control over data storage and processing locations
- No
- Datacentre security standards
- Managed by a third party
- Penetration testing frequency
- At least once a year
- Penetration testing approach
- Another external penetration testing organisation
- Protecting data at rest
- Encryption of all physical media
- Data sanitisation process
- No
- Equipment disposal approach
- Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001
Data importing and exporting
- Data export approach
- Via our application into excel or using web services.
- Data export formats
-
- CSV
- Other
- Other data export formats
-
- Web service (XML/JSON)
- Excel
- Data import formats
-
- CSV
- Other
- Other data import formats
-
- Web service (XML/JSON)
- Excel
Data-in-transit protection
- Data protection between buyer and supplier networks
- TLS (version 1.2 or above)
- Data protection within supplier network
- TLS (version 1.2 or above)
Availability and resilience
- Guaranteed availability
-
The hosted server environment has a monthly service commitment from AWS for at least 99.99% availability, excluding planned maintenance windows.
FLS has guaranteed response times for level 1 incidents with service credits if we fail to meet this - Approach to resilience
-
Utilise AWS services to provide failover points across multiple availability zones and are secured against DDoS attacks with AWS Shield Standard.
Regular emergency drills provide trained personnel to execute business continuity plans. - Outage reporting
-
Outages for customers are reporting via email alerts from our service teams.
Root cause will be investigated and reported upon to customers.
Identity and authentication
- User authentication needed
- Yes
- User authentication
- Username or password
- Access restrictions in management interfaces and support channels
- Access to customer systems is set within the environment by approved users.
- Access restriction testing frequency
- Less than once a year
- Management access authentication
-
- 2-factor authentication
- Dedicated link (for example VPN)
- Username or password
Audit information for users
- Access to user activity audit information
- Users have access to real-time audit information
- How long user audit data is stored for
- Less than 1 month
- Access to supplier activity audit information
- Users contact the support team to get audit information
- How long supplier audit data is stored for
- Less than 1 month
- How long system logs are stored for
- Less than 1 month
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- QMS International
- ISO/IEC 27001 accreditation date
- 20/04/2020
- What the ISO/IEC 27001 doesn’t cover
- All parts are covered
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Cyber essentials plus
- Yes
- Other security certifications
- No
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- Yes
- Security governance standards
- ISO/IEC 27001
- Information security policies and processes
- Information security managed via ISMS ISO27001:2013 with external audits
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- Change management processes are defined within our ISO27001 polices.
- Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
- Regular reviews of the current security threats and where necessary changes to the software are developed.
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
-
File integrity (host) and network intrusion detection (IDS) tools are implemented to facilitate timely detection, investigation through root cause analysis and incident response.
The security incident reporting process includes notifying the customer within 5 days of a known or suspected compromise of customer data.
We also have an incident reporting and management process that includes a process for reporting incidents to the customer. Incident response processes and activities involving the cloud service customers and are integrated with contingency and business continuity planning. - Incident management type
- Supplier-defined controls
- Incident management approach
- Incidents are captured by monitoring tools or reported by the customer to the FLS service desk who manage the incident through to completion, including the production of an incident report to the customer and root cause investigation.
Secure development
- Approach to secure software development best practice
- Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)
Public sector networks
- Connection to public sector networks
- No
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Wellbeing
Fighting climate change
FLS VISITOUR dynamic scheduling reduces the travel miles performed to achieve the same workload, typically 30% or more, and can also prioritise the use of vehicles with lower emissions (eg electric) through configuration. Through our customer base we have saved many millions of miles driven per annum and thousands of tonnes of CO2 from entering the environment.Wellbeing
FLS VISITOUR dynamic scheduling can significantly enhance employee wellbeing in a mobile workforce by offering a balanced workload with colleagues and ensuring they get home within agreed hours.
Pricing
- Price
- £29.00 a user a month
- Discount for educational organisations
- No
- Free trial available
- Yes
- Description of free trial
- For suitable organisations, we will perform a scheduling test with your data to prove the benefit that would have been achieved in scheduling your historical jobs using FLS VISITOUR. If this proves suitable opportunity then we offer the option of a one month live trial configured for a fixed price.