The Right Technician, Parts and Knowledge at the Point of Service
When a product breaks or needs routine maintenance at your customer’s location, you want to provide them with a fast, best-in-class service experience at the lowest cost possible. If your field service operation has fragmented processes and a lack of visibility into resources in the field, effectively meeting service level commitments while lowering the overall cost of service can be challenging. Failing to deliver quality service to your customers not only leads to low customer satisfaction but lowers your organization’s profits and service revenues.
Common challenges of managing field service operations:
- Fragmented processes
- Poor workforce utilization
- Higher costs due to multiple or unnecessary dispatches to customer site(s)
- Lack of visibility into service parts and/or service data
The PTC Field Service Management solution is an end-to-end, single solution with mobility to automate both planned and reactive service scheduling and dispatch. It gives you a rich understanding of the products being serviced and integrates service processes with necessary resources including: technicians, equipment, parts required, and inventory locations. Ensuring that service is scheduled when the right technicians and parts are available and aligned with service level agreements, improves first time fix rates and overall technician productivity. When your customer’s service issues are resolved more quickly and cost effectively, it increases customer value and financial performance across your entire field service operation.
Learn more about PTC’s industry-leading Service Lifecycle Management solutions.
Connecting People and Parts
Aberdeen Research Report - Convergence 2012
This analyst insight highlights the key trends, capabilities and technologies that top-performing service organizations leverage to more frequently and predictably link the spare parts management and field service to ultimately fix customer issues the first time. Aberdeen’s Insights provide the analyst’s perspective on the research as drawn from an aggregated view of research, surveys, interviews and data analysis. Download Now
Field Service Performance
Aberdeen Research Report - Repairing Field Service Efficiency
While workforce utilization, productivity, mean time to repair, and on-time performance have historically received the attention when measuring field service performance, more organizations are beginning to track first-time fix as a true measure of field service efficiency. This analyst insight highlights the importance of first-time fix as an overall service performance gauge and the steps taken by Best-in-Class field service organizations to improve first-time fix. Read Now