Empower service organizations to drive operational excellence and grow service revenue
It’s imperative for field service organizations to eliminate blind dispatches and improve first-time fix rates, both to reduce dispatch costs and improve customer satisfaction. Offer your technicians the right tools for success to enable remote diagnostics, optimize service management, and provide in-context AR instructions to shorten mean time to repair and improve service productivity. When enabled with PTC tools, customers achieve:
Up to a
Improvement in first-time fix rates
Up to a
Reduction in unscheduled downtime
Up to a
Decrease in service cost
Up to a
Increase in service revenue
Up to a
Increase in contract renewals
What is field service productivity and why is it important?
Many original equipment manufacturers (OEMs) offer field service support to their customers, which involves sending out a technician to a customer site to repair, maintain, or even help install OEM equipment. It’s critical that these technicians are both efficient and effective while out in the field, as strict customer service-level agreements (SLAs), when not met, can result in penalties and poor customer satisfaction.
What factors affect field service productivity?
Inefficient manual processes
Manual processes in field service, like paper-based work orders and disconnected data silos, create a drag on productivity. Technicians waste valuable time on administrative tasks and struggle to access the information they need, which translates to lost billable hours, delayed service delivery, and frustrated customers.
Repeat visits
Limited visibility into field operations and work management results in technicians wasting precious time searching for information to prepare for jobs. Blind spots regarding customer entitlements and parts needed often lead to repeat visits, further eroding efficiency and ultimately customer satisfaction. Centralizing data and automating workflows empowers technicians to focus on what matters—delivering exceptional service.
Loss of knowledge and experience
The invaluable knowledge and experience of a seasoned field service workforce can be a powerful asset. As skilled technicians retire, this can lead to a knowledge gap and loss of expertise. Tribal knowledge of veteran technicians can be difficult to capture and replicate. Without proactive knowledge capture and transfer strategies, the aging workforce can become a productivity drain, hindering the ability of field service teams to keep pace with evolving customer demands.
Inaccurate instructions
Traditional paper-based and PDF instructions can become quickly outdated or even incomplete, making field service efficiency difficult. These instructions also lack any additional context to help translate 2D instructions to the physical machine that needs repair.
Inefficient service dispatches
It can be almost impossible to diagnose a machine failure remotely without the right tools or live data, which means your technicians can be sent out for problems that could have been easily solved by the customer. This results in increased truck rolls and poor technician utilization—costing your business money.
Poor parts management
There is a constant struggle to keep inventory costs low, while also ensuring parts are available and accessible when a customer needs them. Without the right management, technicians can show up to a customer site with the wrong parts, resulting in prolonged downtime and missed SLAs.
Revolutionize your approach to field service productivity
Drive Operational Efficiency
Boost service productivity, optimize operations across personas, leverage data-driven asset insights, and ensure seamless compliance.
Reduce Truck Rolls
Accelerate mean time to repair and improve first-time fix rate by enabling field service technicians with remote diagnostics, predictive maintenance, and service parts management—eliminating the need for additional truck rolls.
Improve Workforce Productivity
Making the right digital investment in your existing talent can offer huge returns. Enable your most valuable asset—your frontline workers—with the tools they need to maximize efficiency.
Maximize Asset Value
Reduce unplanned downtime and optimize utilization. Ensure the best balance of cost to serve to maximize the overall value of the equipment you service.
Utilize Remote Diagnostics
With advanced root-cause analysis, your technicians will arrive on-site properly equipped with the parts and plans needed to solve customer problems in a single service visit.
Optimize Service Parts Management
Having the right parts on hand ensures your technicians can respond and resolve service calls quickly. Optimize your inventory for minimal costs and maximum availability.
Tap Into AR Remote Support
Provide expert, AR-enhanced remote support to customers or service technicians in the field to improve efficiency and reduce unneeded truck rolls.
Optimize Service Dispatch
Provide key insights service technicians need before the trucks roll, so they're equipped with everything they need to complete fixes the first time they're on site. See how augmented reality and Industrial IoT technology innovations are empowering service organizations to save time, reduce costs, and increase customer satisfaction.
Grow Service Revenue
Transform service from a cost center to a profit engine by driving up renewals and diversifying your service portfolio for more profitable outcomes.
Technician Training
Ensure service technicians are ready to expertly handle on-site challenges safely and efficiently. Equip frontline workers with the knowledge they need through augmented work instructions and expert procedural guidance or enable end customers and field technicians to connect with off-site experts to keep first-time fix rates high.