Optimized Technician Workforce

The Right Service Response at the Right Time with the Right Parts and Information

As product complexity and customer expectations increase, technicians struggle to retain what they know of existing products and customers. This presents obstacles when you want to deliver the best possible service at the lowest possible price.

Optimized technician workforce significantly improves your technicians’ efficiency by leveraging content from engineering sources and visual guidance tools such as Augmented Reality (in development). Work order creation is automated, and integrated workflows create, manage and deliver asset-specific, contextual service content. Connected assets are remotely monitored, and your technicians have access to these assets so, often, they can preempt problems. When a service visit is needed, your technician understands the issue, has the right skills and parts, and can get high quality service information while on site.

This precise service coordination allows for:

  • Increased service technician productivity
  • Significant improvement of first time fix rate (FTFR)
  • Minimal equipment downtime
  • Lower field service workforce cost by automating common issues to enable product self-healing

McKinley Closes the Information Gap for Their Field Techs

McKinley provides residential elevators and accessibility lift products for homes, public-sector locations, and businesses. McKinley uses sensors to detect inoperable or failing parts and then schedules maintenance calls before customers even know there is a problem. McKinley is seeing dramatically improved first-time fix rates as their field techs benefit from increased visibility of service issues.