Improve first-time fix rate and boost the productivity of your field service technicians through connected technology and augmented reality work instructions.
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 technician training time
Up to
In savings on field technician overtime spend
Up to
Less time spent on-site
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.
Traditional paper-based and PDF instructions can become quickly outdated or even incomplete, making field service efficiency difficult.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.
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.
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.
Technicians are on the frontlines of your service organization. Ensure they have the training, tools, and data to succeed.
Improving service efficiency requires bringing your field technicians’ skills and preparedness to the next level. Are they sufficiently trained? Do they have advanced data visibility into the nature of a service call? Do they have the parts they need to be dispatched? Will they have the resources and data to resolve issues quickly on their first visit? Empower your technicians with field service productivity solutions that help manage and control incidents, optimize call planning and on-site reactivity, and improve first-time fix rate.