The service promise that customers hold their contractors to is not too far-reaching: ensure that the equipment and/or assets under contract remain operational. Is that too much to ask?
According to Aberdeen research, the most aggravating occurrence and the primary reason that customers complain about a service organization involves their inability to fix it right the first time. Call back rates, or first-time fix, is one of the most vital metrics in measuring field service performance. Having to make a second appointment was more frustrating for 61% of respondents than waiting time for appointments and technician not arriving on time. In today’s competitive environment, just showing up isn’t good enough. The technician must have the parts, the skills, and the information to solve the problem on the first visit. A poor first-time fix number not only reflects poor field service processes, but is also an indicator of disgruntled customers, likely customer attrition, and reduced service profitability. The ability to measure and manage your call back rate is the first step to improving your field service processes and achieving operational excellence.
Improving your call back number requires the ability to capture and analyze critical data in real-time. A configurable call back dashboard can facilitate the easy monitoring of this important metric. The configurable dashboards provide you with easy to read graphs and charts that visually alert you to what is working and what is not. Is there a certain technician that is struggling with first-time fix? Is it a particular client? A bad month? How much money are you losing on second and third truck rolls? Once you have this real-time information readily available, it will be easy to analyze what caused the deficit and allow management to quickly adjust as necessary. Performance dashboards facilitate getting the right information to the right users at the right time to optimize decisions, enhance efficiency, and accelerate results.
Today’s fast-paced, competitive service environment demands a top-notch call-back rate. Having the right data in hand is critical to making informed decisions, rather than managing your service business on “gut feel”. Contact FIELDBOSS and learn how to keep customers happy and service revenues flowing by cutting your call back rate and improving your first time fix.
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