What is a truck roll?
A truck roll is when a field technician gets dispatched to a customer or other field agent’s location to solve a problem with an asset. That could mean anything from fixing broken equipment to walking through a difficult installation.
Truck rolls are one of the costliest drains on a service budget. From technicians’ labor and travel time to all the truck operating costs, it adds up quickly—especially when imperfect and incomplete information causes multiple visits per call. Fewer truck rolls save internal costs while improving customers’ trust that your products are reliable.
Common causes and issues with truck rolls
No fault found (NFF) dispatches
NFFs are usually simple problems that can be solved without a technician being called on-site. Unfortunately, many times a technician is called and what was a simple fix has now wasted valuable time and resources.
Low first- time fix rate (FTTR)
FTTR indicates the percentage of service calls where a technician can fix the issue the first time without needing additional expertise, information, or parts. If FTTR is low, the need for multiple visits, cost, and personnel resources increases.
Increasing product complexity
As product complexity increases, so too does the skill and knowledge necessary to maintain, diagnose, and repair it. Truck rolls increase when technicians are unfamiliar with the product or lack the training to fix the problem the first time.
Eliminate the need for truck rolls with remote field service
Reducing truck rolls can dramatically lower costs associated with delivering service. Minimize the need to send techs on-site by diagnosing and resolving issues remotely, optimizing call planning, and enabling end user self-service. PTC’s solutions help customers to achieve:
Up to
Issues resolved remotely
Up to
Software issues resolved remotely
Up to
Success rate for remote service
Up to
Reduction in resolution time
Key strategies to reduce truck rolls
Act on product data before incidents occur, and make truck rolls a thing of the past.
Every service dispatch represents costs to your organization—costs that can be minimized with the right connected product strategy. Monitor and predict problems before they happen; resolve issues remotely; and even empower customers with self-service tools to eliminate time on site.
Enabling self-service
Eliminate no trouble found (NTF) incidents by empowering customers to accurately detect, diagnose, and address issues themselves—without needing to send technicians onsite.
Remote diagnostics
Predictive service
Remote monitoring
Remote visual support
Service parts management
Improve the agility of your service responses and keep excess inventory costs low by ensuring that technicians always have the right parts in the right place at the right time.
Decrease service costs and increase customer satisfaction
Learn how to leverage IoT to proactively resolve service issues before they require a costly truck roll, or worse—result in downtime.
Remote service case studies
Need more information? Check the resources below for more information on our service solutions.
Putting a service strategy into action
Learn how to transform remote service strategy through three stages—visibility, process, and implementation and adoption.
Why remote service is key to customer satisfaction
Fast, reliable service, and asset performance are significant factors for satisfied customers. Transform your service strategy with IIoT to keep satisfaction rates climbing.