First time fix rates aren’t an easy goal to achieve. As per a research done by 3GEM, 24% of field service dispatches require a second visit. Every visit on the field is a cost to the company so it only makes sense to ensure the task is completed right by the technician or the delivery guy in the first attempt itself.
This could be lack of information on the technician’s part or his failure to carry the right parts for the job or simply a miscommunication in the system. Whatever be the reason, for organizations this could have a serious impact on the bottom line in the long run. To ensure service quality without pressuring performance costs, companies are increasingly adopting technology automation to plan and perform better in the field.
One of the top complaints in the field service industry is that technicians are unable to solve the issue on their first visit.
Not just that, first time fix rate impacts all the levels of field service – be it efficiency, cost or response time. Every second visit made by the technician to do the same job means the company is spending more on addressing the same issue, the second time.
For customers too, repeated technician fields erodes their sense of trust in a brand. More visits reflect more incompetency on the part of the company.
Hence field service organizations need to pay a greater attention towards improving their first time fix ratio and take the necessary measures. Improving first time fix rate of your field service calls will result in three pronged impact on your field service efficiency, revenues and customer service.
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