Scheduling a National Network of Clinical Educators
ZOLL’s scheduling system was end-of-life, unstable and had no mobile access — while its educators, full-time and per diem, had to be matched to training sessions across regions by hand. Field Service replaced all of it.
The Challenge
Founded in 1980 and headquartered in Chelmsford, Massachusetts, ZOLL develops medical devices and software that advance emergency care. Devices that clinicians rely on in an emergency have to be taught, which makes ZOLL’s educator network part of the product.
The system scheduling that network had reached end of life. It was unstable, and it offered no mobility — a real constraint for educators who spend their working lives away from a desk.
The scheduling problem itself was genuinely hard. ZOLL had to manage both full-time and per diem educators across regions, while tracking expenses, trainee numbers and session durations for each engagement. And the coordination was manual: shift bidding, educator assignments and communication with educators were all handled by hand, which made them slow and prone to error. Every one of those handoffs was a chance for a session to go uncovered.
The Solution
Cirrius designed a comprehensive solution on Salesforce Field Service, built around scheduling, automation and mobile access.
- Scheduling built for two workforce types. Full-time and per diem educators could be managed in one system across regions, rather than reconciled between them.
- Mobile access for educators. The people delivering the training could work from the device they actually carry.
- Automated communication. Educators were kept informed at each stage of the process instead of waiting on a phone call.
- Session data captured where the work happens. Expenses, trainee numbers and session durations were recorded as part of the workflow.
- Real-time dashboards. Managers could see the picture rather than assemble it.
The Result
- Significant scheduling efficiencies. the time to assign trainers and manage logistics dropped
- Streamlined communication. through automation, keeping educators informed at every stage
- Scalability. the system accommodated ZOLL’s complex training requirements with room to grow
- Data-driven decisions. real-time dashboards let managers optimize resource allocation
The Pattern
A per diem workforce is a scheduling problem disguised as a staffing one. Once both workforce types live in a single system with mobile access, coverage stops depending on how many phone calls someone makes.
Scheduling a distributed workforce?
Let’s talk about what one system would do for coverage.