The Challenge
The client is a growing field services business the south east supporting customers across multiple locations. As job volumes increased, scheduling became a critical dependency for service quality and SLA performance.
Originally, scheduling was handled by a team that also carried other operational responsibilities. While this worked at smaller volumes, it became increasingly difficult to maintain focus as the business grew.
Scheduling requires constant attention. When managed alongside other tasks, delays crept in job allocations slowed, changes became reactive, and pressure increased during peak periods.
The client recognised that they needed a dedicated scheduling function to support continued growth.
Considering the Options
Hiring internally was the obvious next step, but it came with challenges.
A single hire would still require:
- Availability and rota management
- Cover for holidays, sickness, and attrition
- Ongoing training and oversight
As volumes increased, one person would not provide enough resilience.
When TeamJara was introduced, the alternative was clear: access to a dedicated scheduling team, with guaranteed availability and outcomes aligned to agreed SLAs without the overheads and risks of employment.
Onboarding and Pilot
Before any live work began, a two-week onboarding period was agreed.
During this time, the client’s assigned TeamJara Service Delivery Manager (SDM) worked closely with the internal team to capture:
- Scheduling tools and systems
- Field engineer workflows
- Stock and readiness checks
- Escalation paths and priorities
- Client-specific rules and preferences
This ensured TeamJara understood not just what to schedule, but how the business operated.
Following onboarding, a one-month pilot was launched to validate performance under real operating conditions.
The Solution – How TeamJara Operated
TeamJara was engaged to operate a dedicated scheduling function, separate from the client’s internal team but fully embedded within their systems.
Responsibilities included:
- Daily scheduling and re-scheduling of engineers
- Capacity and utilisation management
- Job readiness checks prior to dispatch
- Real-time adjustments as work progressed
TeamJara analysts worked with role-based access, following the client’s processes and service priorities.
The assigned SDM maintained oversight throughout the pilot, ensuring:
- SLA adherence
- Quality control
- Clear escalation handling
Scheduling used to depend on who was available that day. Now it’s just handled.
Ben – Operations Manager
The Outcome
By the end of the pilot period, scheduling was stable and predictable.
SLAs were met.
Queues remained under control.
Internal teams were no longer pulled away from other responsibilities.
From the client’s perspective, the change felt like having a fully staffed scheduling team operating outside the office.
There was no need to manage rotas, plan cover, or worry about availability. Scheduling was handled consistently, with clear ownership and accountability.
The pilot concluded successfully, and the client confirmed the engagement moving forward.
