Customer feedback: Dispatcher energises Charier’s driving forces.

Customer feedback: Dispatcher energises Charier’s driving forces.

Feedback from the Moniteur Innovation Day

How does Dispatcher revolutionise tasks and digitise collaboration on work sites?

“In three years, we have seen our equipment usage rate increase, and the use of temporary workers and independent transporters decrease. Some things are now well established, and users have appropriated the tool. We have gone beyond our objectives with Dispatcher.”

A look back at the exclusive feedback received at the Moniteur Innovation Day event, from Mr Germain-Émile Charier of the Charier company.

As a long-standing partner of Dispatcher, Mr Charier gave his feedback regarding the Dispatcher tool, from its implementation and support, through to the total appropriation of the solution in their agencies throughout France… A genuine success!

Dispatcher is not just a planning solution; our teams support you with your change management and throughout the implementation and deployment of the tool within your organisation. This is the very essence of Dispatcher.

💡 The tool is simple and intuitive, allowing you to remove organisational and communication obstacles… A real key factor for success.

Maxime Guesné “We are a technology company, specialising in the construction and public works sector. We market a Cloud and mobile platform that makes it possible to organise, schedule, and optimise business resources, everything related to workforce, equipment, and team management.. We are a young company, formed seven years ago, but the product has been around for five years. Dispatcher is continually growing, doubling each year. We now have around 20 employees. Based in Paris, we are self-funded and we mainly work with large structures, including Bouygues, Eurovia, subsidiaries of Vinci, Altrad, and Sade, as well as some great mid-caps. Today, we have invited one of them, Charier, to come and explain how we managed to energise the driving forces within their organisation. Charier is a great example, because Germain-Émile has really done his utmost with this project.”

1 – Project objectives

Germain-Émile Charier: “Hello everyone, I’m Germain-Émile Charier. Charier is a company that employs 1,400 people in western France, and we have agencies from Rennes to La Rochelle, as well as an agency in Paris. We’re involved in major construction projects all over France. We have 16 agencies. It’s important to keep this figure in mind when thinking about how we implemented the Dispatcher tool. A few years ago, we put in place a continuous improvement approach that is very closely linked to innovation. It was in this context that I took up my duties a year ago for the Charier company as a whole.

One of the first key tasks of my job was to optimise all the flows and habits of the company’s employees. There are occasions where we waste time, we may lack reliability, or go about things the wrong way. We tried to find a tool that allowed us to streamline the planning of tasks and resources, everything that actually happens in our core business. This was the first objective of using Dispatcher.

The second was to streamline, to do better with what we have, to make better use of our equipment and human resources, and therefore avoid having to use temporary workers, independent transporters, and subcontractors. So we had to find a tool able to do all that.”

Maxime Guesné: “It helps to visualise the platform like a bunch of grapes, where each agency can schedule its own teams and equipment. It also operates in networks. Charier has 16 agencies, and we wanted to have a collaborative, common platform for planning and viewing activities. The idea was to be able to instil a culture of decompartmentalisation within the company. This decompartmentalisation first involved the organisation (vertical HRM), then required a tool for systematising and providing an exchange and collaboration platform shared by all these agencies. We wanted to standardise certain operating modes so that everyone can talk to each other using the same language.”

2 – Dispatcher deployment – Steps

Maxime Guesné: “How was this tool set up within Charier?
We adopted a three-stage approach with Germain-Émile:

  • The first stage for Charier was to select a partner, and above all we did this jointly with the construction agencies. We were able to involve them from the outset in the project and get them engaged.
  • In the second stage, for deployment in the field among the 16 agencies, we really created a Dispatcher/Charier double-act, which went out to spread the word across the agencies and to support operational staff. We actually went out into the field and tried to get the agencies on board as much as possible.
  • The third step was monitoring and running this network, and coordinating the key users. Germain-Émile really did his utmost in this regard; he worked alongside the agencies to ensure that the project was a success.”

Germain-Émile Charier
: “To repeat what Maxime said, it’s true that the greatest effort concerned change. We first presented the tool. We agreed there would be two operations managers who would test the tool. These were people keen to see change, who were a bit fed up with Excel charts, and above all thought, ‘there must be a way to optimise this’. You need to know how to work with people who are good listeners but are also ready to guide when necessary.

Once we had tested the tool with the work of pragmatic people, we could see that we could achieve gains with Dispatcher. We were able to show that we had achieved quick wins in our agencies. Once its effectiveness was proven, everyone in the agency came on board, and implemented the tool.

But you have to be patient. Excel charts have been in use for 10-12 years. You get used to looking at them; users are accustomed to seeing much the same things all the time. So it was really important to support this change. There was a lot of support, listening, being there with them, and showing what can be done with Dispatcher.”

1 – Germain-Émile, you mentioned the fact that for appropriation of this tool, it is important to generate quick wins fairly rapidly in the agencies. Can you give us a brief example of a quick win with Dispatcher?

“Quite simply, at one agency, we noticed there were errors in the Excel tables. We quantified these errors over a few months: staff going to the wrong site, equipment transferred to the wrong place, etc. We took note of all these losses. Dispatcher made reliable information available in real time. After several months of using the tool, we were able to achieve gains that were very quick and easy to quantify.. “

2 – Maxime, you also mention the fact that you place great emphasis on support, rather than simply providing a solution. Can you tell us about the obstacles that are often encountered in deploying this type of collaborative solution, and how you remove these obstacles in practical terms?

“The most common obstacle: you go to present an ergonomic benefit or a way in which the tool is designed. There will always be at least one person who says ‘my Excel didn’t do it like that, it did it like this’, because everyone had their Excel set up to suit what they were doing. But, overall for the company, these Excels were unreadable, everyone had their own tool and version, but did not communicate. That really is the main obstacle.

We need to show them that the Dispatcher tool is simple and intuitive. It is a key success factor, in much the same way as support.

Charier’s approach is one of “proof by example” and that’s how, in the agencies, with a simple tool, people managed to get on board with the solution.”

3 – Feedback

Germain-Émile Charier: “To qualify this feedback, we have seen our equipment usage rate increase during the three years we have worked together. We have seen our equipment being used more and more. The use of temporary workers and independent transporters has also decreased.

Regarding the digitisation of the process, it’s quite simple. At a meeting recently on Dispatcher, we asked the question, ‘Would you agree to stop using the system?’ Everyone said, ‘No!’ This proved very clearly that things have become established, and will last.

What’s even nicer is that we exceeded our objectives. There are people we did not expect to include in the project, for example all the administrative staff. Some agencies said, ‘Why not create a profile corresponding to human resources?’ They all really appropriated the tool. We have exceeded our expectations. “

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