Most of the DSPs face a peculiar challenge of 25% of their service truck rolls being found to be non-value-add (NVA) or avoidable truck rolls, thus costing millions of dollars per year. This happens due to service truck roll dispatch process involves lot of human intervention while creating truck roll appointments and further follow-up activities. Work orders are created manually by the customer service representatives (CSRs) without thorough assessment, resulting in avoidable or non-value-added truck rolls.
DSPs are unable to detect and avoid non-value added (NVA) service truck rolls, which is one of the main reasons for higher operation in the field service operations.
This insight explores a proven methodology to reduce the number of avoidable truck rolls. It helps DSPs to identify specific drivers that trigger non-value added (NVA) truck roll and proactively eliminate issues which does not require field technician visit. By transforming filed service management processes using service truck roll optimization technique, DSPs can not only achieve cost savings up to 20% in their field service operations but also improve customer experience.
- Dineshkumar KS
- Philip Richard D
- Selvakumar B
- Mogan A.B