Increase Field Service Productivity and Reduce Time On-Site

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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.

Drive Operational Efficiency

Reduce Truck Rolls

Improve Workforce Productivity

Maximize Asset Value

Utilize Remote Diagnostics

Optimize Service Parts Management

Tap Into AR Remote Support

Optimize Service Dispatch

Grow Service Revenue

Technician Training

Boost service productivity, optimize operations across personas, leverage data-driven asset insights, and ensure seamless compliance.
More Productivity
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.
Get Started
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.
Get Started
Reduce unplanned downtime and optimize utilization. Ensure the best balance of cost to serve to maximize the overall value of the equipment you service.
Maximize Value
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.
Get Started
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.
Get Started
Provide expert, AR-enhanced remote support to customers or service technicians in the field to improve efficiency and reduce unneeded truck rolls.
Get Started
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.
Get Started
Transform service from a cost center to a profit engine by driving up renewals and diversifying your service portfolio for more profitable outcomes.
More Profitability
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.
Improve Training
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Field service productivity FAQ

What are the three most relevant KPIs in the field service industry?

The field service industry has no lack of key performance metrics (KPIs), but there are three that are the most critical to monitor:

  1. Customer satisfaction: As industrial organizations become more customer-centric, there is a new focus on the importance of customer satisfaction. A satisfied customer will trust you with their business longer, while a dissatisfied customer will seek out other options in the ever-growing industrial market.
  2. First-time fix rate: This refers to the number of times a service issue on a machine or product is solved in a single visit. The better your first-time fix rate (FTFR) score, the better your service team's reputation. This metric can also be used to influence other decisions involving training, parts, or repair schedules.
  3. Technician productivity: Tracking the productivity of your technicians is vital not only to your bottom line, but to your customer satisfaction as well. The longer it takes for a technician to work on a machine, the longer that customer experiences downtime and the higher SLA penalties will be.

What are the key elements of field service management?

  1. Job scheduling:
    • Dispatchers are under a lot of pressure to achieve high productivity to ensure the best outcomes for your customers and technicians. A good job scheduling functionality will allow organizations to improve technician utilization with shift management, maps, personalized views, and live notifications.
  2. Work order management:
    • Comprehensive work order management capabilities are essential. Organizations should be able to manage and monitor work orders from creation and assignment to job execution and debrief.
  3. Parts and inventory management:
    • Keeping the balance between parts inventory and demand is a delicate process. Capabilities to enable full visibility into parts across storage, facilities, and technicians are key—as well as the ability to order new parts when needed.
  4. Analytics:
    • The ability to capture data about technician performance, work orders, and other KPIs is critical. This offers you actionable insights into the operations of your service organization.

Drive business value with IoT and AR

Discover how connecting people, processes, and products with IoT and AR can improve efficiency and productivity.
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