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FLS - FastLeanSmart UK Ltd

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
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at jeremy.squire@fastleansmart.com. Tell them what format you need. It will help if you say what assistive technology you use.

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
  • PDF
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.

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at jeremy.squire@fastleansmart.com. Tell them what format you need. It will help if you say what assistive technology you use.