How to Cut Field Service Costs in Order to Meet Optimization Objectives

field service companies have been taking steps to reduce their high operating costs for a long time. When considering labour costs, vehicle expenses, and the opportunity cost of making technicians unavailable for revenue-generating operations, technician dispatches are a major drain on operating expenses. field services can be tempted to cut costs by using a variety of “fast fix” methods, such as:

  • reducing the number of technicians
  • reducing the number of hours of service
  • enlisting the support of third-party contractors

These interventions, on the other hand, are often unsuccessful in the long run because they have a negative impact on the customer experience. fewer technicians – or technicians who are less qualified – may result in longer time-to-fix rates or lower first-time-fix rates, both of which are notoriously frustrating kpis for customers. Instead, field service organisations should concentrate on three main areas that have been shown to minimise long-term costs while improving customer satisfaction.

There are three fields that have been shown to reduce field service costs.

reduce volume – fix customer concerns remotely or proactively to reduce the need for truck rolls.

reduce time – assist technicians in resolving customer issues more quickly.

Ensure the technicians are used as effectively as possible by optimising staffing.

Techniques for reducing the number of visits by technicians

Here are a few strategies that have helped many field service companies reduce their technician dispatch volume, resulting in considerable cost savings.

More problems can be resolved remotely.

many repairs are simple enough for an untrained individual to perform if given the proper instructions. A model that has proved invaluable during the current pandemic is allowing a remote or virtual technician to direct the consumer toward a resolution without having to visit their house. In reality, technicians – even 3rd party technicians – can provide remote video support from any venue, including a back office, a home (WFH mode), or a car (drop and go mode). digital technicians improve protection, improve first-time repair rates, and increase customer loyalty, in addition to decreasing field service costs by lowering dispatch costs.

SLAs should now be focused on results.

many field service organisations are transitioning to a performance-based service level agreement (SLA) model, with the goal of keeping customer equipment operational at all times. According to a Gartner report from 2019, 19% of service providers now sell these contracts, with another 26% planning to do so over the next 12 months. This often necessitates a greater dependence on automated remote monitoring and assistance resources, resulting in the hands-off approach that is so important in today’s safety-conscious world. This model simplifies contractual commitments for consumers by reducing the number of customer problems. Instead of thinking about the specifics of service schedules, the field service provider takes whatever measures are required to prevent or fix issues as quickly as possible.

Collaboration with the contact centre should be improved.

Traditionally, contact centre agents and field service technicians were two different departments. Field services can benefit from the contact centre agent’s knowledge of procedures, customer information, and product specifics, all of which are critical pieces of information for resolving customer problems without dispatching a technician. Cross-departmental coordination can be accomplished by the use of common knowledge bases, shared customer history, and even mutual triage, which is an excellent solution when a customer service representative is unable to resolve the issue and waiting for a technician to arrive on-site is not an option.

Make use of preventative maintenance.

Predictive maintenance is the process of tracking and collecting data on a product’s or service’s operating conditions in order for businesses to predict potential outages or failures before they happen. This allows any problems to be addressed until they cause harm and necessitate the deployment of technicians.

The advent of the Internet of things offers companies limitless opportunities for real-time data-based insights, making it easier to anticipate when equipment or devices will malfunction and provide proactive customer support. The financial benefits of being cautious are obvious. Unplanned downtime, which is triggered 42 percent of the time by equipment failure, costs industrial producers an estimated $50 billion a year, according to studies.

Techniques for maximising your time

Each aspect of technician dispatches can be streamlined, allowing each technician to achieve more each day. Here are a few tried-and-true techniques for making the most of a field service technician’s time.

AI can help with scheduling.

According to an industry study, 52 percent of businesses still use manual approaches for most field service activities like scheduling and job preparation. These manual tasks almost always have a negative impact on time management and, as a result, on operating costs. These barriers are overcome by AI technology, which automatically dispatches jobs to the appropriate technician based on past experience, qualifications, position, priority, equipment, and availability. According to Gartner, algorithms and bots would schedule over 70% of field service work at automated schedule optimizationdependent field service providers by 2025, up from less than 25% in 2019 – a development that will help reduce field service costs even more.

With remote expert assistance, you can cut your tech visits in half.

It’s not unusual for field service technicians to need on-the-spot knowledge assistance while on the job, whether it’s for a brand-new gadget they haven’t seen before or troubleshooting a problem they haven’t seen before. Allowing the technician to communicate with a remote expert allows him to receive timely and effective assistance, ensuring that the job is completed correctly the first time. Fast first-time resolutions mean less time on the customer’s site and less time spent looking for the best solution.

Make information readily available.

Faster and more reliable service can be achieved by using technology to link off-site field service technicians with in-office knowledge and data. Machine learning can be used to incorporate intelligent search functions into field service knowledge bases, allowing the knowledge base to learn over time and provide the most useful information relevant to the technician’s particular search query. It can also help technicians prioritise their information based on specific customer data or history, helping them to help customers quicker without having to conduct manual searches or wait long periods of time.

Techniques for maximising the number of people on a team

Each employee’s workday is limited to a certain number of hours. A field service organisation may get more work done without incurring additional costs by maximising how they spend those hours.

Increase the use of technicians

The technology services industry association (TSIA) reports that only 73 percent of technicians are used. This means technicians are wasting too much time on non-profitable jobs, lowering overall company profitability. Working to increase technician utilisation helps companies to do more with less employees, resulting in increased productivity and profitability while operating costs are kept low.

Assign the appropriate technician to the appropriate mission.

By automatically assigning tasks to the most appropriate technician based on history, expertise, position, priority, equipment, and availability, AI technology can optimise technician dispatches. For instance, historical data can be used to calculate the average time it takes a technician to complete a task in order to identify the technician who can complete the job the fastest and which technicians need additional training. This not only ensures a high success rate, but it also frees up the company’s human capital for more strategic tasks.

Collaboration with other technicians should be increased.

Field service organisations, in particular, are confronted with the problem of an ageing population and the lack of skills that entails. When technicians have holes in their skills, they will have a lower first-time-fix rate and a higher number of repeat visits. By allowing technicians to work in real time with colleagues who can supplement their knowledge or expertise, they can obtain immediate assistance with field operations and avoid the need for a follow-up visit.How to cut field service costs in Order to Meet Optimization Objectives

 

Field service companies have been taking steps to reduce their high operating costs for a long time. When considering labour costs, vehicle expenses, and the opportunity cost of making technicians unavailable for revenue-generating operations, technician dispatches are a major drain on operating expenses. Field services can be tempted to cut costs by using a variety of “fast fix” methods, such as:

reducing the number of technicians

reducing the number of hours of service

enlisting the support of third-party contractors

These interventions, on the other hand, are often unsuccessful in the long run because they have a negative impact on the customer experience. Fewer technicians – or technicians who are less qualified – may result in longer time-to-fix rates or lower first-time-fix rates, both of which are notoriously frustrating KPIs for customers. Instead, field service organisations should concentrate on three main areas that have been shown to minimise long-term costs while improving customer satisfaction.

  • There are three fields that have been shown to reduce field service costs.
  • Reduce Volume – Fix customer concerns remotely or proactively to reduce the need for truck rolls.
  • Reduce Time – assist technicians in resolving customer issues more quickly.
  • Ensure the technicians are used as effectively as possible by optimising staffing.

Techniques for reducing the number of visits by technicians

Here are a few strategies that have helped many field service companies reduce their technician dispatch volume, resulting in considerable cost savings.

More problems can be resolved remotely.

Many repairs are simple enough for an untrained individual to perform if given the proper instructions. A model that has proved invaluable during the current pandemic is allowing a remote or virtual technician to direct the consumer toward a resolution without having to visit their house. In reality, technicians – even 3rd party technicians – can provide remote video support from any venue, including a back office, a home (WFH mode), or a car (drop and go mode). Digital technicians improve protection, improve first-time repair rates, and increase customer loyalty, in addition to decreasing field service costs by lowering dispatch costs.

SLAs should now be focused on results.

Many field service organisations are transitioning to a performance-based service level agreement (SLA) model, with the goal of keeping customer equipment operational at all times. According to a Gartner report from 2019, 19% of service providers now sell these contracts, with another 26% planning to do so over the next 12 months. This often necessitates a greater dependence on automated remote monitoring and assistance resources, resulting in the hands-off approach that is so important in today’s safety-conscious world. This model simplifies contractual commitments for consumers by reducing the number of customer problems. Instead of thinking about the specifics of service schedules, the field service provider takes whatever measures are required to prevent or fix issues as quickly as possible.

Collaboration with the contact center should be improved.

Traditionally, contact center agents and field service technicians were two different departments. Field services can benefit from the contact center agent’s knowledge of procedures, customer information, and product specifics, all of which are critical pieces of information for resolving customer problems without dispatching a technician. Cross-departmental coordination can be accomplished by the use of common knowledge bases, shared customer history, and even mutual triage, which is an excellent solution when a customer service representative is unable to resolve the issue and waiting for a technician to arrive on-site is not an option.

Make use of preventative maintenance.

Predictive maintenance is the process of tracking and collecting data on a product’s or service’s operating conditions in order for businesses to predict potential outages or failures before they happen. This allows any problems to be addressed until they cause harm and necessitate the deployment of technicians.

The advent of the Internet of Things offers companies limitless opportunities for real-time data-based insights, making it easier to anticipate when equipment or devices will malfunction and provide proactive customer support. The financial benefits of being cautious are obvious. Unplanned downtime, which is triggered 42 percent of the time by equipment failure, costs industrial producers an estimated $50 billion a year, according to studies.

Techniques for maximising your time

Each aspect of technician dispatches can be streamlined, allowing each technician to achieve more each day. Here are a few tried-and-true techniques for making the most of a field service technician’s time.

AI can help with scheduling.

According to an industry study, 52 percent of businesses still use manual approaches for most field service activities like scheduling and job preparation. These manual tasks almost always have a negative impact on time management and, as a result, on operating costs. These barriers are overcome by AI technology, which automatically dispatches jobs to the appropriate technician based on past experience, qualifications, position, priority, equipment, and availability. According to Gartner, algorithms and bots would schedule over 70% of field service work at automated schedule optimization-dependent field service providers by 2025, up from less than 25% in 2019 – a development that will help reduce field service costs even more.

With remote expert assistance, you can cut your tech visits in half.

It’s not unusual for field service technicians to need on-the-spot knowledge assistance while on the job, whether it’s for a brand-new gadget they haven’t seen before or troubleshooting a problem they haven’t seen before. Allowing the technician to communicate with a remote expert allows him to receive timely and effective assistance, ensuring that the job is completed correctly the first time. Fast first-time resolutions mean less time on the customer’s site and less time spent looking for the best solution.

Make information readily available.

Faster and more reliable service can be achieved by using technology to link off-site field service technicians with in-office knowledge and data. Machine learning can be used to incorporate intelligent search functions into field service knowledge bases, allowing the knowledge base to learn over time and provide the most useful information relevant to the technician’s particular search query. It can also help technicians prioritise their information based on specific customer data or history, helping them to help customers quicker without having to conduct manual searches or wait long periods of time.

Techniques for maximising the number of people on a team

Each employee’s workday is limited to a certain number of hours. A field service organisation may get more work done without incurring additional costs by maximising how they spend those hours.

Increase the use of technicians

The Technology Services Industry Association (TSIA) reports that only 73 percent of technicians are used. This means technicians are wasting too much time on non-profitable jobs, lowering overall company profitability. Working to increase technician utilisation helps companies to do more with less employees, resulting in increased productivity and profitability while operating costs are kept low.

Assign the appropriate technician to the appropriate mission.

By automatically assigning tasks to the most appropriate technician based on history, expertise, position, priority, equipment, and availability, AI technology can optimise technician dispatches. For instance, historical data can be used to calculate the average time it takes a technician to complete a task in order to identify the technician who can complete the job the fastest and which technicians need additional training. This not only ensures a high success rate, but it also frees up the company’s human capital for more strategic tasks.

Collaboration with other technicians should be increased.

Field service organisations, in particular, are confronted with the problem of an ageing population and the lack of skills that entails. When technicians have holes in their skills, they will have a lower first-time-fix rate and a higher number of repeat visits. By allowing technicians to work in real time with colleagues who can supplement their knowledge or expertise, they can obtain immediate assistance with field operations and avoid the need for a follow-up visit.How to Cut Field Service Costs in Order to Meet Optimization Objectives

TechSee explains how to save money on field support.

 

Field service companies have been taking steps to reduce their high operating costs for a long time. When considering labour costs, vehicle expenses, and the opportunity cost of making technicians unavailable for revenue-generating operations, technician dispatches are a major drain on operating expenses. Field services can be tempted to cut costs by using a variety of “fast fix” methods, such as:

  • reducing the number of technicians
  • reducing the number of hours of service
  • enlisting the support of third-party contractors

These interventions, on the other hand, are often unsuccessful in the long run because they have a negative impact on the customer experience. Fewer technicians – or technicians who are less qualified – may result in longer time-to-fix rates or lower first-time-fix rates, both of which are notoriously frustrating KPIs for customers. Instead, field service organisations should concentrate on three main areas that have been shown to minimise long-term costs while improving customer satisfaction.

  • There are three fields that have been shown to reduce field service costs.
  • Reduce Volume – Fix customer concerns remotely or proactively to reduce the need for truck rolls.
  • Reduce Time – assist technicians in resolving customer issues more quickly.
  • Ensure the technicians are used as effectively as possible by optimising staffing.
  • Techniques for reducing the number of visits by technicians

Here are a few strategies that have helped many field service companies reduce their technician dispatch volume, resulting in considerable cost savings.

More problems can be resolved remotely.

Many repairs are simple enough for an untrained individual to perform if given the proper instructions. A model that has proved invaluable during the current pandemic is allowing a remote or virtual technician to direct the consumer toward a resolution without having to visit their house. In reality, technicians – even 3rd party technicians – can provide remote video support from any venue, including a back office, a home (WFH mode), or a car (drop and go mode). Digital technicians improve protection, improve first-time repair rates, and increase customer loyalty, in addition to decreasing field service costs by lowering dispatch costs.

SLAs should now be focused on results.

Many field service organisations are transitioning to a performance-based service level agreement (SLA) model, with the goal of keeping customer equipment operational at all times. According to a Gartner report from 2019, 19% of service providers now sell these contracts, with another 26% planning to do so over the next 12 months. This often necessitates a greater dependence on automated remote monitoring and assistance resources, resulting in the hands-off approach that is so important in today’s safety-conscious world. This model simplifies contractual commitments for consumers by reducing the number of customer problems. Instead of thinking about the specifics of service schedules, the field service provider takes whatever measures are required to prevent or fix issues as quickly as possible.

Collaboration with the contact centre should be improved.

Traditionally, contact centre agents and field service technicians were two different departments. Field services can benefit from the contact centre agent’s knowledge of procedures, customer information, and product specifics, all of which are critical pieces of information for resolving customer problems without dispatching a technician. Cross-departmental coordination can be accomplished by the use of common knowledge bases, shared customer history, and even mutual triage, which is an excellent solution when a customer service representative is unable to resolve the issue and waiting for a technician to arrive on-site is not an option.

Make use of preventative maintenance.

Predictive maintenance is the process of tracking and collecting data on a product’s or service’s operating conditions in order for businesses to predict potential outages or failures before they happen. This allows any problems to be addressed until they cause harm and necessitate the deployment of technicians.

The advent of the Internet of Things offers companies limitless opportunities for real-time data-based insights, making it easier to anticipate when equipment or devices will malfunction and provide proactive customer support. The financial benefits of being cautious are obvious. Unplanned downtime, which is triggered 42 percent of the time by equipment failure, costs industrial producers an estimated $50 billion a year, according to studies.

Techniques for maximising your time

Each aspect of technician dispatches can be streamlined, allowing each technician to achieve more each day. Here are a few tried-and-true techniques for making the most of a field service technician’s time.

AI can help with scheduling.

According to an industry study, 52 percent of businesses still use manual approaches for most field service activities like scheduling and job preparation. These manual tasks almost always have a negative impact on time management and, as a result, on operating costs. These barriers are overcome by AI technology, which automatically dispatches jobs to the appropriate technician based on past experience, qualifications, position, priority, equipment, and availability. According to Gartner, algorithms and bots would schedule over 70% of field service work at automated schedule optimization-dependent field service providers by 2025, up from less than 25% in 2019 – a development that will help reduce field service costs even more.

With remote expert assistance, you can cut your tech visits in half.

It’s not unusual for field service technicians to need on-the-spot knowledge assistance while on the job, whether it’s for a brand-new gadget they haven’t seen before or troubleshooting a problem they haven’t seen before. Allowing the technician to communicate with a remote expert allows him to receive timely and effective assistance, ensuring that the job is completed correctly the first time. Fast first-time resolutions mean less time on the customer’s site and less time spent looking for the best solution.

Make information readily available.

Faster and more reliable service can be achieved by using technology to link off-site field service technicians with in-office knowledge and data. Machine learning can be used to incorporate intelligent search functions into field service knowledge bases, allowing the knowledge base to learn over time and provide the most useful information relevant to the technician’s particular search query. It can also help technicians prioritise their information based on specific customer data or history, helping them to help customers quicker without having to conduct manual searches or wait long periods of time.

Techniques for maximising the number of people on a team

Each employee’s workday is limited to a certain number of hours. A field service organisation may get more work done without incurring additional costs by maximising how they spend those hours.

Increase the use of technicians

The Technology Services Industry Association (TSIA) reports that only 73 percent of technicians are used. This means technicians are wasting too much time on non-profitable jobs, lowering overall company profitability. Working to increase technician utilisation helps companies to do more with less employees, resulting in increased productivity and profitability while operating costs are kept low.

Assign the appropriate technician to the appropriate mission.

By automatically assigning tasks to the most appropriate technician based on history, expertise, position, priority, equipment, and availability, AI technology can optimise technician dispatches. For instance, historical data can be used to calculate the average time it takes a technician to complete a task in order to identify the technician who can complete the job the fastest and which technicians need additional training. This not only ensures a high success rate, but it also frees up the company’s human capital for more strategic tasks.

Collaboration with other technicians should be increased.

Field service organisations, in particular, are confronted with the problem of an ageing population and the lack of skills that entails. When technicians have holes in their skills, they will have a lower first-time-fix rate and a higher number of repeat visits. By allowing technicians to work in real time with colleagues who can supplement their knowledge or expertise, they can obtain immediate assistance with field operations and avoid the need for a follow-up visit.

Fild service companies have been taking steps to reduce their high operating costs for a long time. When considering labour costs, vehicle expenses, and the opportunity cost of making technicians unavailable for revenue-generating operations, technician dispatches are a major drain on operating expenses. Field services can be tempted to cut costs by using a variety of “fast fix” methods, such as:

  • reducing the number of technicians
  • reducing the number of hours of service
  • enlisting the support of third-party contractors

These interventions, on the other hand, are often unsuccessful in the long run because they have a negative impact on the customer experience. Fewer technicians – or technicians who are less qualified – may result in longer time-to-fix rates or lower first-time-fix rates, both of which are notoriously frustrating KPIs for customers. Instead, field service organisations should concentrate on three main areas that have been shown to minimise long-term costs while improving customer satisfaction.

There are three fields that have been shown to reduce field service costs.

Reduce Volume – Fix customer concerns remotely or proactively to reduce the need for truck rolls.

Reduce Time – assist technicians in resolving customer issues more quickly.

Ensure the technicians are used as effectively as possible by optimising staffing.

Techniques for reducing the number of visits by technicians

Here are a few strategies that have helped many field service companies reduce their technician dispatch volume, resulting in considerable cost savings.

More problems can be resolved remotely.

Many repairs are simple enough for an untrained individual to perform if given the proper instructions. A model that has proved invaluable during the current pandemic is allowing a remote or virtual technician to direct the consumer toward a resolution without having to visit their house. In reality, technicians – even 3rd party technicians – can provide remote video support from any venue, including a back office, a home (WFH mode), or a car (drop and go mode). Digital technicians improve protection, improve first-time repair rates, and increase customer loyalty, in addition to decreasing field service costs by lowering dispatch costs.

SLAs should now be focused on results.

Many field service organisations are transitioning to a performance-based service level agreement (SLA) model, with the goal of keeping customer equipment operational at all times. According to a Gartner report from 2019, 19% of service providers now sell these contracts, with another 26% planning to do so over the next 12 months. This often necessitates a greater dependence on automated remote monitoring and assistance resources, resulting in the hands-off approach that is so important in today’s safety-conscious world. This model simplifies contractual commitments for consumers by reducing the number of customer problems. Instead of thinking about the specifics of service schedules, the field service provider takes whatever measures are required to prevent or fix issues as quickly as possible.

Collaboration with the contact centre should be improved.

Traditionally, contact centre agents and field service technicians were two different departments. Field services can benefit from the contact centre agent’s knowledge of procedures, customer information, and product specifics, all of which are critical pieces of information for resolving customer problems without dispatching a technician. Cross-departmental coordination can be accomplished by the use of common knowledge bases, shared customer history, and even mutual triage, which is an excellent solution when a customer service representative is unable to resolve the issue and waiting for a technician to arrive on-site is not an option.

Make use of preventative maintenance.

Predictive maintenance is the process of tracking and collecting data on a product’s or service’s operating conditions in order for businesses to predict potential outages or failures before they happen. This allows any problems to be addressed until they cause harm and necessitate the deployment of technicians.

The advent of the Internet of Things offers companies limitless opportunities for real-time data-based insights, making it easier to anticipate when equipment or devices will malfunction and provide proactive customer support. The financial benefits of being cautious are obvious. Unplanned downtime, which is triggered 42 percent of the time by equipment failure, costs industrial producers an estimated $50 billion a year, according to studies.

Techniques for maximising your time

Each aspect of technician dispatches can be streamlined, allowing each technician to achieve more each day. Here are a few tried-and-true techniques for making the most of a field service technician’s time.

AI can help with scheduling.

According to an industry study, 52 percent of businesses still use manual approaches for most field service activities like scheduling and job preparation. These manual tasks almost always have a negative impact on time management and, as a result, on operating costs. These barriers are overcome by AI technology, which automatically dispatches jobs to the appropriate technician based on past experience, qualifications, position, priority, equipment, and availability. According to Gartner, algorithms and bots would schedule over 70% of field service work at automated schedule optimization-dependent field service providers by 2025, up from less than 25% in 2019 – a development that will help reduce field service costs even more.

With remote expert assistance, you can cut your tech visits in half.

It’s not unusual for field service technicians to need on-the-spot knowledge assistance while on the job, whether it’s for a brand-new gadget they haven’t seen before or troubleshooting a problem they haven’t seen before. Allowing the technician to communicate with a remote expert allows him to receive timely and effective assistance, ensuring that the job is completed correctly the first time. Fast first-time resolutions mean less time on the customer’s site and less time spent looking for the best solution.

Make information readily available.

Faster and more reliable service can be achieved by using technology to link off-site field service technicians with in-office knowledge and data. Machine learning can be used to incorporate intelligent search functions into field service knowledge bases, allowing the knowledge base to learn over time and provide the most useful information relevant to the technician’s particular search query. It can also help technicians prioritise their information based on specific customer data or history, helping them to help customers quicker without having to conduct manual searches or wait long periods of time.

Techniques for maximising the number of people on a team

Each employee’s workday is limited to a certain number of hours. A field service organisation may get more work done without incurring additional costs by maximising how they spend those hours.

Increase the use of technicians

The Technology Services Industry Association (TSIA) reports that only 73 percent of technicians are used. This means technicians are wasting too much time on non-profitable jobs, lowering overall company profitability. Working to increase technician utilisation helps companies to do more with less employees, resulting in increased productivity and profitability while operating costs are kept low.

Assign the appropriate technician to the appropriate mission.

By automatically assigning tasks to the most appropriate technician based on history, expertise, position, priority, equipment, and availability, AI technology can optimise technician dispatches. For instance, historical data can be used to calculate the average time it takes a technician to complete a task in order to identify the technician who can complete the job the fastest and which technicians need additional training. This not only ensures a high success rate, but it also frees up the company’s human capital for more strategic tasks.

Collaboration with other technicians should be increased.

Field service organisations, in particular, are confronted with the problem of an ageing population and the lack of skills that entails. When technicians have holes in their skills, they will have a lower first-time-fix rate and a higher number of repeat visits. By allowing technicians to work in real time with colleagues who can supplement their knowledge or expertise, they can obtain immediate assistance with field operations and avoid the need for a follow-up visit.How to Cut Field Service Costs in Order to Meet Optimization Objectives

 

Field service companies have been taking steps to reduce their high operating costs for a long time. When considering labour costs, vehicle expenses, and the opportunity cost of making technicians unavailable for revenue-generating operations, technician dispatches are a major drain on operating expenses. Field services can be tempted to cut costs by using a variety of “fast fix” methods, such as:

reducing the number of technicians

reducing the number of hours of service

enlisting the support of third-party contractors

These interventions, on the other hand, are often unsuccessful in the long run because they have a negative impact on the customer experience. Fewer technicians – or technicians who are less qualified – may result in longer time-to-fix rates or lower first-time-fix rates, both of which are notoriously frustrating KPIs for customers. Instead, field service organisations should concentrate on three main areas that have been shown to minimise long-term costs while improving customer satisfaction.

  • There are three fields that have been shown to reduce field service costs.
  • Reduce Volume – Fix customer concerns remotely or proactively to reduce the need for truck rolls.
  • Reduce Time – assist technicians in resolving customer issues more quickly.
  • Ensure the technicians are used as effectively as possible by optimising staffing.

Techniques for reducing the number of visits by technicians

Here are a few strategies that have helped many field service companies reduce their technician dispatch volume, resulting in considerable cost savings.

More problems can be resolved remotely.

Many repairs are simple enough for an untrained individual to perform if given the proper instructions. A model that has proved invaluable during the current pandemic is allowing a remote or virtual technician to direct the consumer toward a resolution without having to visit their house. In reality, technicians – even 3rd party technicians – can provide remote video support from any venue, including a back office, a home (WFH mode), or a car (drop and go mode). Digital technicians improve protection, improve first-time repair rates, and increase customer loyalty, in addition to decreasing field service costs by lowering dispatch costs.

SLAs should now be focused on results.

Many field service organisations are transitioning to a performance-based service level agreement (SLA) model, with the goal of keeping customer equipment operational at all times. According to a Gartner report from 2019, 19% of service providers now sell these contracts, with another 26% planning to do so over the next 12 months. This often necessitates a greater dependence on automated remote monitoring and assistance resources, resulting in the hands-off approach that is so important in today’s safety-conscious world. This model simplifies contractual commitments for consumers by reducing the number of customer problems. Instead of thinking about the specifics of service schedules, the field service provider takes whatever measures are required to prevent or fix issues as quickly as possible.

Collaboration with the contact centre should be improved.

Traditionally, contact centre agents and field service technicians were two different departments. Field services can benefit from the contact centre agent’s knowledge of procedures, customer information, and product specifics, all of which are critical pieces of information for resolving customer problems without dispatching a technician. Cross-departmental coordination can be accomplished by the use of common knowledge bases, shared customer history, and even mutual triage, which is an excellent solution when a customer service representative is unable to resolve the issue and waiting for a technician to arrive on-site is not an option.

Make use of preventative maintenance.

Predictive maintenance is the process of tracking and collecting data on a product’s or service’s operating conditions in order for businesses to predict potential outages or failures before they happen. This allows any problems to be addressed until they cause harm and necessitate the deployment of technicians.

The advent of the Internet of Things offers companies limitless opportunities for real-time data-based insights, making it easier to anticipate when equipment or devices will malfunction and provide proactive customer support. The financial benefits of being cautious are obvious. Unplanned downtime, which is triggered 42 percent of the time by equipment failure, costs industrial producers an estimated $50 billion a year, according to studies.

Techniques for maximising your time

Each aspect of technician dispatches can be streamlined, allowing each technician to achieve more each day. Here are a few tried-and-true techniques for making the most of a field service technician’s time.

AI can help with scheduling.

According to an industry study, 52 percent of businesses still use manual approaches for most field service activities like scheduling and job preparation. These manual tasks almost always have a negative impact on time management and, as a result, on operating costs. These barriers are overcome by AI technology, which automatically dispatches jobs to the appropriate technician based on past experience, qualifications, position, priority, equipment, and availability. According to Gartner, algorithms and bots would schedule over 70% of field service work at automated schedule optimization-dependent field service providers by 2025, up from less than 25% in 2019 – a development that will help reduce field service costs even more.

With remote expert assistance, you can cut your tech visits in half.

It’s not unusual for field service technicians to need on-the-spot knowledge assistance while on the job, whether it’s for a brand-new gadget they haven’t seen before or troubleshooting a problem they haven’t seen before. Allowing the technician to communicate with a remote expert allows him to receive timely and effective assistance, ensuring that the job is completed correctly the first time. Fast first-time resolutions mean less time on the customer’s site and less time spent looking for the best solution.

Make information readily available.

Faster and more reliable service can be achieved by using technology to link off-site field service technicians with in-office knowledge and data. Machine learning can be used to incorporate intelligent search functions into field service knowledge bases, allowing the knowledge base to learn over time and provide the most useful information relevant to the technician’s particular search query. It can also help technicians prioritise their information based on specific customer data or history, helping them to help customers quicker without having to conduct manual searches or wait long periods of time.

Techniques for maximising the number of people on a team

Each employee’s workday is limited to a certain number of hours. A field service organisation may get more work done without incurring additional costs by maximising how they spend those hours.

Increase the use of technicians

The Technology Services Industry Association (TSIA) reports that only 73 percent of technicians are used. This means technicians are wasting too much time on non-profitable jobs, lowering overall company profitability. Working to increase technician utilisation helps companies to do more with less employees, resulting in increased productivity and profitability while operating costs are kept low.

Assign the appropriate technician to the appropriate mission.

By automatically assigning tasks to the most appropriate technician based on history, expertise, position, priority, equipment, and availability, AI technology can optimise technician dispatches. For instance, historical data can be used to calculate the average time it takes a technician to complete a task in order to identify the technician who can complete the job the fastest and which technicians need additional training. This not only ensures a high success rate, but it also frees up the company’s human capital for more strategic tasks.

Collaboration with other technicians should be increased.

Field service organisations, in particular, are confronted with the problem of an ageing population and the lack of skills that entails. When technicians have holes in their skills, they will have a lower first-time-fix rate and a higher number of repeat visits. By allowing technicians to work in real time with colleagues who can supplement their knowledge or expertise, they can obtain immediate assistance with field operations and avoid the need for a follow-up visit.How to Cut Field Service Costs in Order to Meet Optimization Objectives

TechSee explains how to save money on field support.

 

Field service companies have been taking steps to reduce their high operating costs for a long time. When considering labour costs, vehicle expenses, and the opportunity cost of making technicians unavailable for revenue-generating operations, technician dispatches are a major drain on operating expenses. Field services can be tempted to cut costs by using a variety of “fast fix” methods, such as:

  • reducing the number of technicians
  • reducing the number of hours of service
  • enlisting the support of third-party contractors

These interventions, on the other hand, are often unsuccessful in the long run because they have a negative impact on the customer experience. Fewer technicians – or technicians who are less qualified – may result in longer time-to-fix rates or lower first-time-fix rates, both of which are notoriously frustrating KPIs for customers. Instead, field service organisations should concentrate on three main areas that have been shown to minimise long-term costs while improving customer satisfaction.

  • There are three fields that have been shown to reduce field service costs.
  • Reduce Volume – Fix customer concerns remotely or proactively to reduce the need for truck rolls.
  • Reduce Time – assist technicians in resolving customer issues more quickly.
  • Ensure the technicians are used as effectively as possible by optimising staffing.
  • Techniques for reducing the number of visits by technicians

Here are a few strategies that have helped many field service companies reduce their technician dispatch volume, resulting in considerable cost savings.

More problems can be resolved remotely.

Many repairs are simple enough for an untrained individual to perform if given the proper instructions. A model that has proved invaluable during the current pandemic is allowing a remote or virtual technician to direct the consumer toward a resolution without having to visit their house. In reality, technicians – even 3rd party technicians – can provide remote video support from any venue, including a back office, a home (WFH mode), or a car (drop and go mode). Digital technicians improve protection, improve first-time repair rates, and increase customer loyalty, in addition to decreasing field service costs by lowering dispatch costs.

SLAs should now be focused on results.

Many field service organisations are transitioning to a performance-based service level agreement (SLA) model, with the goal of keeping customer equipment operational at all times. According to a Gartner report from 2019, 19% of service providers now sell these contracts, with another 26% planning to do so over the next 12 months. This often necessitates a greater dependence on automated remote monitoring and assistance resources, resulting in the hands-off approach that is so important in today’s safety-conscious world. This model simplifies contractual commitments for consumers by reducing the number of customer problems. Instead of thinking about the specifics of service schedules, the field service provider takes whatever measures are required to prevent or fix issues as quickly as possible.

Collaboration with the contact centre should be improved.

Traditionally, contact centre agents and field service technicians were two different departments. Field services can benefit from the contact centre agent’s knowledge of procedures, customer information, and product specifics, all of which are critical pieces of information for resolving customer problems without dispatching a technician. Cross-departmental coordination can be accomplished by the use of common knowledge bases, shared customer history, and even mutual triage, which is an excellent solution when a customer service representative is unable to resolve the issue and waiting for a technician to arrive on-site is not an option.

Make use of preventative maintenance.

Predictive maintenance is the process of tracking and collecting data on a product’s or service’s operating conditions in order for businesses to predict potential outages or failures before they happen. This allows any problems to be addressed until they cause harm and necessitate the deployment of technicians.

The advent of the Internet of Things offers companies limitless opportunities for real-time data-based insights, making it easier to anticipate when equipment or devices will malfunction and provide proactive customer support. The financial benefits of being cautious are obvious. Unplanned downtime, which is triggered 42 percent of the time by equipment failure, costs industrial producers an estimated $50 billion a year, according to studies.

Techniques for maximising your time

Each aspect of technician dispatches can be streamlined, allowing each technician to achieve more each day. Here are a few tried-and-true techniques for making the most of a field service technician’s time.

AI can help with scheduling.

According to an industry study, 52 percent of businesses still use manual approaches for most field service activities like scheduling and job preparation. These manual tasks almost always have a negative impact on time management and, as a result, on operating costs. These barriers are overcome by AI technology, which automatically dispatches jobs to the appropriate technician based on past experience, qualifications, position, priority, equipment, and availability. According to Gartner, algorithms and bots would schedule over 70% of field service work at automated schedule optimization-dependent field service providers by 2025, up from less than 25% in 2019 – a development that will help reduce field service costs even more.

With remote expert assistance, you can cut your tech visits in half.

It’s not unusual for field service technicians to need on-the-spot knowledge assistance while on the job, whether it’s for a brand-new gadget they haven’t seen before or troubleshooting a problem they haven’t seen before. Allowing the technician to communicate with a remote expert allows him to receive timely and effective assistance, ensuring that the job is completed correctly the first time. Fast first-time resolutions mean less time on the customer’s site and less time spent looking for the best solution.

Make information readily available.

Faster and more reliable service can be achieved by using technology to link off-site field service technicians with in-office knowledge and data. Machine learning can be used to incorporate intelligent search functions into field service knowledge bases, allowing the knowledge base to learn over time and provide the most useful information relevant to the technician’s particular search query. It can also help technicians prioritise their information based on specific customer data or history, helping them to help customers quicker without having to conduct manual searches or wait long periods of time.

Techniques for maximising the number of people on a team

Each employee’s workday is limited to a certain number of hours. A field service organisation may get more work done without incurring additional costs by maximising how they spend those hours.

Increase the use of technicians

The Technology Services Industry Association (TSIA) reports that only 73 percent of technicians are used. This means technicians are wasting too much time on non-profitable jobs, lowering overall company profitability. Working to increase technician utilisation helps companies to do more with less employees, resulting in increased productivity and profitability while operating costs are kept low.

Assign the appropriate technician to the appropriate mission.

By automatically assigning tasks to the most appropriate technician based on history, expertise, position, priority, equipment, and availability, AI technology can optimise technician dispatches. For instance, historical data can be used to calculate the average time it takes a technician to complete a task in order to identify the technician who can complete the job the fastest and which technicians need additional training. This not only ensures a high success rate, but it also frees up the company’s human capital for more strategic tasks.

Collaboration with other technicians should be increased.

Field service organisations, in particular, are confronted with the problem of an ageing population and the lack of skills that entails. When technicians have holes in their skills, they will have a lower first-time-fix rate and a higher number of repeat visits. By allowing technicians to work in real time with colleagues who can supplement their knowledge or expertise, they can obtain immediate assistance with field operations and avoid the need for a follow-up visit.

Fild service companies have been taking steps to reduce their high operating costs for a long time. When considering labour costs, vehicle expenses, and the opportunity cost of making technicians unavailable for revenue-generating operations, technician dispatches are a major drain on operating expenses. Field services can be tempted to cut costs by using a variety of “fast fix” methods, such as:

  • reducing the number of technicians
  • reducing the number of hours of service
  • enlisting the support of third-party contractors

These interventions, on the other hand, are often unsuccessful in the long run because they have a negative impact on the customer experience. Fewer technicians – or technicians who are less qualified – may result in longer time-to-fix rates or lower first-time-fix rates, both of which are notoriously frustrating KPIs for customers. Instead, field service organisations should concentrate on three main areas that have been shown to minimise long-term costs while improving customer satisfaction.

There are three fields that have been shown to reduce field service costs.

Reduce Volume – Fix customer concerns remotely or proactively to reduce the need for truck rolls.

Reduce Time – assist technicians in resolving customer issues more quickly.

Ensure the technicians are used as effectively as possible by optimising staffing.

Techniques for reducing the number of visits by technicians

Here are a few strategies that have helped many field service companies reduce their technician dispatch volume, resulting in considerable cost savings.

More problems can be resolved remotely.

Many repairs are simple enough for an untrained individual to perform if given the proper instructions. A model that has proved invaluable during the current pandemic is allowing a remote or virtual technician to direct the consumer toward a resolution without having to visit their house. In reality, technicians – even 3rd party technicians – can provide remote video support from any venue, including a back office, a home (WFH mode), or a car (drop and go mode). Digital technicians improve protection, improve first-time repair rates, and increase customer loyalty, in addition to decreasing field service costs by lowering dispatch costs.

SLAs should now be focused on results.

Many field service organisations are transitioning to a performance-based service level agreement (SLA) model, with the goal of keeping customer equipment operational at all times. According to a Gartner report from 2019, 19% of service providers now sell these contracts, with another 26% planning to do so over the next 12 months. This often necessitates a greater dependence on automated remote monitoring and assistance resources, resulting in the hands-off approach that is so important in today’s safety-conscious world. This model simplifies contractual commitments for consumers by reducing the number of customer problems. Instead of thinking about the specifics of service schedules, the field service provider takes whatever measures are required to prevent or fix issues as quickly as possible.

Collaboration with the contact centre should be improved.

Traditionally, contact centre agents and field service technicians were two different departments. Field services can benefit from the contact centre agent’s knowledge of procedures, customer information, and product specifics, all of which are critical pieces of information for resolving customer problems without dispatching a technician. Cross-departmental coordination can be accomplished by the use of common knowledge bases, shared customer history, and even mutual triage, which is an excellent solution when a customer service representative is unable to resolve the issue and waiting for a technician to arrive on-site is not an option.

Make use of preventative maintenance.

Predictive maintenance is the process of tracking and collecting data on a product’s or service’s operating conditions in order for businesses to predict potential outages or failures before they happen. This allows any problems to be addressed until they cause harm and necessitate the deployment of technicians.

The advent of the Internet of Things offers companies limitless opportunities for real-time data-based insights, making it easier to anticipate when equipment or devices will malfunction and provide proactive customer support. The financial benefits of being cautious are obvious. Unplanned downtime, which is triggered 42 percent of the time by equipment failure, costs industrial producers an estimated $50 billion a year, according to studies.

Techniques for maximising your time

Each aspect of technician dispatches can be streamlined, allowing each technician to achieve more each day. Here are a few tried-and-true techniques for making the most of a field service technician’s time.

AI can help with scheduling.

According to an industry study, 52 percent of businesses still use manual approaches for most field service activities like scheduling and job preparation. These manual tasks almost always have a negative impact on time management and, as a result, on operating costs. These barriers are overcome by AI technology, which automatically dispatches jobs to the appropriate technician based on past experience, qualifications, position, priority, equipment, and availability. According to Gartner, algorithms and bots would schedule over 70% of field service work at automated schedule optimization-dependent field service providers by 2025, up from less than 25% in 2019 – a development that will help reduce field service costs even more.

With remote expert assistance, you can cut your tech visits in half.

It’s not unusual for field service technicians to need on-the-spot knowledge assistance while on the job, whether it’s for a brand-new gadget they haven’t seen before or troubleshooting a problem they haven’t seen before. Allowing the technician to communicate with a remote expert allows him to receive timely and effective assistance, ensuring that the job is completed correctly the first time. Fast first-time resolutions mean less time on the customer’s site and less time spent looking for the best solution.

Make information readily available.

Faster and more reliable service can be achieved by using technology to link off-site field service technicians with in-office knowledge and data. Machine learning can be used to incorporate intelligent search functions into field service knowledge bases, allowing the knowledge base to learn over time and provide the most useful information relevant to the technician’s particular search query. It can also help technicians prioritise their information based on specific customer data or history, helping them to help customers quicker without having to conduct manual searches or wait long periods of time.

Techniques for maximising the number of people on a team

Each employee’s workday is limited to a certain number of hours. A field service organisation may get more work done without incurring additional costs by maximising how they spend those hours.

Increase the use of technicians

The Technology Services Industry Association (TSIA) reports that only 73 percent of technicians are used. This means technicians are wasting too much time on non-profitable jobs, lowering overall company profitability. Working to increase technician utilisation helps companies to do more with less employees, resulting in increased productivity and profitability while operating costs are kept low.

Assign the appropriate technician to the appropriate mission.

By automatically assigning tasks to the most appropriate technician based on history, expertise, position, priority, equipment, and availability, AI technology can optimise technician dispatches. For instance, historical data can be used to calculate the average time it takes a technician to complete a task in order to identify the technician who can complete the job the fastest and which technicians need additional training. This not only ensures a high success rate, but it also frees up the company’s human capital for more strategic tasks.

Collaboration with other technicians should be increased.

Field service organisations, in particular, are confronted with the problem of an ageing population and the lack of skills that entails. When technicians have holes in their skills, they will have a lower first-time-fix rate and a higher number of repeat visits. By allowing technicians to work in real time with colleagues who can supplement their knowledge or expertise, they can obtain immediate assistance with field operations and avoid the need for a follow-up visit.How to Cut Field Service Costs in Order to Meet Optimization Objectives

 

Field service companies have been taking steps to reduce their high operating costs for a long time. When considering labour costs, vehicle expenses, and the opportunity cost of making technicians unavailable for revenue-generating operations, technician dispatches are a major drain on operating expenses. Field services can be tempted to cut costs by using a variety of “fast fix” methods, such as:

reducing the number of technicians

reducing the number of hours of service

enlisting the support of third-party contractors

These interventions, on the other hand, are often unsuccessful in the long run because they have a negative impact on the customer experience. Fewer technicians – or technicians who are less qualified – may result in longer time-to-fix rates or lower first-time-fix rates, both of which are notoriously frustrating KPIs for customers. Instead, field service organisations should concentrate on three main areas that have been shown to minimise long-term costs while improving customer satisfaction.

  • There are three fields that have been shown to reduce field service costs.
  • Reduce Volume – Fix customer concerns remotely or proactively to reduce the need for truck rolls.
  • Reduce Time – assist technicians in resolving customer issues more quickly.
  • Ensure the technicians are used as effectively as possible by optimising staffing.

Techniques for reducing the number of visits by technicians

Here are a few strategies that have helped many field service companies reduce their technician dispatch volume, resulting in considerable cost savings.

More problems can be resolved remotely.

Many repairs are simple enough for an untrained individual to perform if given the proper instructions. A model that has proved invaluable during the current pandemic is allowing a remote or virtual technician to direct the consumer toward a resolution without having to visit their house. In reality, technicians – even 3rd party technicians – can provide remote video support from any venue, including a back office, a home (WFH mode), or a car (drop and go mode). Digital technicians improve protection, improve first-time repair rates, and increase customer loyalty, in addition to decreasing field service costs by lowering dispatch costs.

SLAs should now be focused on results.

Many field service organisations are transitioning to a performance-based service level agreement (SLA) model, with the goal of keeping customer equipment operational at all times. According to a Gartner report from 2019, 19% of service providers now sell these contracts, with another 26% planning to do so over the next 12 months. This often necessitates a greater dependence on automated remote monitoring and assistance resources, resulting in the hands-off approach that is so important in today’s safety-conscious world. This model simplifies contractual commitments for consumers by reducing the number of customer problems. Instead of thinking about the specifics of service schedules, the field service provider takes whatever measures are required to prevent or fix issues as quickly as possible.

Collaboration with the contact centre should be improved.

Traditionally, contact centre agents and field service technicians were two different departments. Field services can benefit from the contact centre agent’s knowledge of procedures, customer information, and product specifics, all of which are critical pieces of information for resolving customer problems without dispatching a technician. Cross-departmental coordination can be accomplished by the use of common knowledge bases, shared customer history, and even mutual triage, which is an excellent solution when a customer service representative is unable to resolve the issue and waiting for a technician to arrive on-site is not an option.

Make use of preventative maintenance.

Predictive maintenance is the process of tracking and collecting data on a product’s or service’s operating conditions in order for businesses to predict potential outages or failures before they happen. This allows any problems to be addressed until they cause harm and necessitate the deployment of technicians.

The advent of the Internet of Things offers companies limitless opportunities for real-time data-based insights, making it easier to anticipate when equipment or devices will malfunction and provide proactive customer support. The financial benefits of being cautious are obvious. Unplanned downtime, which is triggered 42 percent of the time by equipment failure, costs industrial producers an estimated $50 billion a year, according to studies.

Techniques for maximising your time

Each aspect of technician dispatches can be streamlined, allowing each technician to achieve more each day. Here are a few tried-and-true techniques for making the most of a field service technician’s time.

AI can help with scheduling.

According to an industry study, 52 percent of businesses still use manual approaches for most field service activities like scheduling and job preparation. These manual tasks almost always have a negative impact on time management and, as a result, on operating costs. These barriers are overcome by AI technology, which automatically dispatches jobs to the appropriate technician based on past experience, qualifications, position, priority, equipment, and availability. According to Gartner, algorithms and bots would schedule over 70% of field service work at automated schedule optimization-dependent field service providers by 2025, up from less than 25% in 2019 – a development that will help reduce field service costs even more.

With remote expert assistance, you can cut your tech visits in half.

It’s not unusual for field service technicians to need on-the-spot knowledge assistance while on the job, whether it’s for a brand-new gadget they haven’t seen before or troubleshooting a problem they haven’t seen before. Allowing the technician to communicate with a remote expert allows him to receive timely and effective assistance, ensuring that the job is completed correctly the first time. Fast first-time resolutions mean less time on the customer’s site and less time spent looking for the best solution.

Make information readily available.

Faster and more reliable service can be achieved by using technology to link off-site field service technicians with in-office knowledge and data. Machine learning can be used to incorporate intelligent search functions into field service knowledge bases, allowing the knowledge base to learn over time and provide the most useful information relevant to the technician’s particular search query. It can also help technicians prioritise their information based on specific customer data or history, helping them to help customers quicker without having to conduct manual searches or wait long periods of time.

Techniques for maximising the number of people on a team

Each employee’s workday is limited to a certain number of hours. A field service organisation may get more work done without incurring additional costs by maximising how they spend those hours.

Increase the use of technicians

The Technology Services Industry Association (TSIA) reports that only 73 percent of technicians are used. This means technicians are wasting too much time on non-profitable jobs, lowering overall company profitability. Working to increase technician utilisation helps companies to do more with less employees, resulting in increased productivity and profitability while operating costs are kept low.

Assign the appropriate technician to the appropriate mission.

By automatically assigning tasks to the most appropriate technician based on history, expertise, position, priority, equipment, and availability, AI technology can optimise technician dispatches. For instance, historical data can be used to calculate the average time it takes a technician to complete a task in order to identify the technician who can complete the job the fastest and which technicians need additional training. This not only ensures a high success rate, but it also frees up the company’s human capital for more strategic tasks.

Collaboration with other technicians should be increased.

Field service organisations, in particular, are confronted with the problem of an ageing population and the lack of skills that entails. When technicians have holes in their skills, they will have a lower first-time-fix rate and a higher number of repeat visits. By allowing technicians to work in real time with colleagues who can supplement their knowledge or expertise, they can obtain immediate assistance with field operations and avoid the need for a follow-up visit.How to Cut Field Service Costs in Order to Meet Optimization Objectives

TechSee explains how to save money on field support.

 

Field service companies have been taking steps to reduce their high operating costs for a long time. When considering labour costs, vehicle expenses, and the opportunity cost of making technicians unavailable for revenue-generating operations, technician dispatches are a major drain on operating expenses. Field services can be tempted to cut costs by using a variety of “fast fix” methods, such as:

  • reducing the number of technicians
  • reducing the number of hours of service
  • enlisting the support of third-party contractors

These interventions, on the other hand, are often unsuccessful in the long run because they have a negative impact on the customer experience. Fewer technicians – or technicians who are less qualified – may result in longer time-to-fix rates or lower first-time-fix rates, both of which are notoriously frustrating KPIs for customers. Instead, field service organisations should concentrate on three main areas that have been shown to minimise long-term costs while improving customer satisfaction.

  • There are three fields that have been shown to reduce field service costs.
  • Reduce Volume – Fix customer concerns remotely or proactively to reduce the need for truck rolls.
  • Reduce Time – assist technicians in resolving customer issues more quickly.
  • Ensure the technicians are used as effectively as possible by optimising staffing.
  • Techniques for reducing the number of visits by technicians

Here are a few strategies that have helped many field service companies reduce their technician dispatch volume, resulting in considerable cost savings.

More problems can be resolved remotely.

Many repairs are simple enough for an untrained individual to perform if given the proper instructions. A model that has proved invaluable during the current pandemic is allowing a remote or virtual technician to direct the consumer toward a resolution without having to visit their house. In reality, technicians – even 3rd party technicians – can provide remote video support from any venue, including a back office, a home (WFH mode), or a car (drop and go mode). Digital technicians improve protection, improve first-time repair rates, and increase customer loyalty, in addition to decreasing field service costs by lowering dispatch costs.

SLAs should now be focused on results.

Many field service organisations are transitioning to a performance-based service level agreement (SLA) model, with the goal of keeping customer equipment operational at all times. According to a Gartner report from 2019, 19% of service providers now sell these contracts, with another 26% planning to do so over the next 12 months. This often necessitates a greater dependence on automated remote monitoring and assistance resources, resulting in the hands-off approach that is so important in today’s safety-conscious world. This model simplifies contractual commitments for consumers by reducing the number of customer problems. Instead of thinking about the specifics of service schedules, the field service provider takes whatever measures are required to prevent or fix issues as quickly as possible.

Collaboration with the contact centre should be improved.

Traditionally, contact centre agents and field service technicians were two different departments. Field services can benefit from the contact centre agent’s knowledge of procedures, customer information, and product specifics, all of which are critical pieces of information for resolving customer problems without dispatching a technician. Cross-departmental coordination can be accomplished by the use of common knowledge bases, shared customer history, and even mutual triage, which is an excellent solution when a customer service representative is unable to resolve the issue and waiting for a technician to arrive on-site is not an option.

Make use of preventative maintenance.

Predictive maintenance is the process of tracking and collecting data on a product’s or service’s operating conditions in order for businesses to predict potential outages or failures before they happen. This allows any problems to be addressed until they cause harm and necessitate the deployment of technicians.

The advent of the Internet of Things offers companies limitless opportunities for real-time data-based insights, making it easier to anticipate when equipment or devices will malfunction and provide proactive customer support. The financial benefits of being cautious are obvious. Unplanned downtime, which is triggered 42 percent of the time by equipment failure, costs industrial producers an estimated $50 billion a year, according to studies.

Techniques for maximising your time

Each aspect of technician dispatches can be streamlined, allowing each technician to achieve more each day. Here are a few tried-and-true techniques for making the most of a field service technician’s time.

AI can help with scheduling.

According to an industry study, 52 percent of businesses still use manual approaches for most field service activities like scheduling and job preparation. These manual tasks almost always have a negative impact on time management and, as a result, on operating costs. These barriers are overcome by AI technology, which automatically dispatches jobs to the appropriate technician based on past experience, qualifications, position, priority, equipment, and availability. According to Gartner, algorithms and bots would schedule over 70% of field service work at automated schedule optimization-dependent field service providers by 2025, up from less than 25% in 2019 – a development that will help reduce field service costs even more.

With remote expert assistance, you can cut your tech visits in half.

It’s not unusual for field service technicians to need on-the-spot knowledge assistance while on the job, whether it’s for a brand-new gadget they haven’t seen before or troubleshooting a problem they haven’t seen before. Allowing the technician to communicate with a remote expert allows him to receive timely and effective assistance, ensuring that the job is completed correctly the first time. Fast first-time resolutions mean less time on the customer’s site and less time spent looking for the best solution.

Make information readily available.

Faster and more reliable service can be achieved by using technology to link off-site field service technicians with in-office knowledge and data. Machine learning can be used to incorporate intelligent search functions into field service knowledge bases, allowing the knowledge base to learn over time and provide the most useful information relevant to the technician’s particular search query. It can also help technicians prioritise their information based on specific customer data or history, helping them to help customers quicker without having to conduct manual searches or wait long periods of time.

Techniques for maximising the number of people on a team

Each employee’s workday is limited to a certain number of hours. A field service organisation may get more work done without incurring additional costs by maximising how they spend those hours.

Increase the use of technicians

The Technology Services Industry Association (TSIA) reports that only 73 percent of technicians are used. This means technicians are wasting too much time on non-profitable jobs, lowering overall company profitability. Working to increase technician utilisation helps companies to do more with less employees, resulting in increased productivity and profitability while operating costs are kept low.

Assign the appropriate technician to the appropriate mission.

By automatically assigning tasks to the most appropriate technician based on history, expertise, position, priority, equipment, and availability, AI technology can optimise technician dispatches. For instance, historical data can be used to calculate the average time it takes a technician to complete a task in order to identify the technician who can complete the job the fastest and which technicians need additional training. This not only ensures a high success rate, but it also frees up the company’s human capital for more strategic tasks.

Collaboration with other technicians should be increased.

Field service organisations, in particular, are confronted with the problem of an ageing population and the lack of skills that entails. When technicians have holes in their skills, they will have a lower first-time-fix rate and a higher number of repeat visits. By allowing technicians to work in real time with colleagues who can supplement their knowledge or expertise, they can obtain immediate assistance with field operations and avoid the need for a follow-up visit.

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