Whether your organization views field service as a costly necessity or the core of your business strategy, a high success rate for service calls is critical to minimizing costs and maximizing customer satisfaction. However, according to The Service Council, 26% of first-time service calls require return visits for reasons such as the technician lacking the right tool or part, running out of time, not being able to access required information, or simply lacking the expertise to solve the issue.
First-time fix rates are a key success metric for your business. Higher fix rates mean:
- reduced costs
- better technician and resource availability for other calls
- happier customers
- less equipment downtime
- properly fulfilled SLAs
Luckily, modern technology makes it easier than ever before to improve your success in the field. An integrated field service solution can increase first-time service fixes in a variety of ways, including:
1. Better scheduling capabilities for optimized resource usage
When it comes to failed service calls, some of the most common reasons for a return visit include not having the right part or tool, or the technician lacking the expertise for the job. Meanwhile, it’s common for a more qualified or better equipped technician to be busy working on a simple service call that doesn’t make full use of your resources.
To improve your resource usage, field service solutions can offer drag-and-drop scheduling capabilities that help you match the appropriate resources to each job. These scheduling capabilities offer the information that users need to manually perform effective scheduling, or the software can help automate the process to assist in timely resource allocation.
Additionally, Microsoft Dynamics 365 for Field Service integrates with other solutions such as Dynamics 365 for Sales and Dynamics 365 Business Central, so you can automatically import information about customers, equipment, SLAs, and resources that might be needed to determine effective resource scheduling.
2. Mobile access to needed information
Another reason for a failed service call is that the technician often can’t access the information they need to finish the job. Whether they need to access a service history or find out whether a particular part is available, lack of information is a common and frustrating roadblock for both the technician and the customer.
A modern field service solution can solve this problem by providing workers with mobile access to real-time data in the system. Dynamics 365 for Field Service, for example, can be accessed from any device that uses iOS, Android, or Windows. Whether they’re using a smart phone or a tablet, technicians can easily access inventory information, customer history, current locations of other technicians, or any other data they might need for a successful first-time fix.
3. Internet of Things (IoT) technology for remote diagnostics
Whether your organization offers preventive maintenance or waits for a service request, it’s costly to send a technician all the way to a site before you know the real status of your equipment. If a return visit is needed, that cost increases dramatically.
With integrated IoT technology, you can receive warnings and equipment diagnostics to prevent downtime. In some cases, you may be able to conduct a remote fix. In other situations, the IoT technology gives you the information you need about the problem in order to ensure that the right resources are sent to the site for a first-time fix. Dynamics 365 for Field Service works with Microsoft Azure IoT to revolutionize the way you capture information from your devices.