Insights / IT Agility

Eliminating avoidable truck rolls to save costs and improve customer satisfaction

Leverage statistical analysis and service truck roll optimizer for better field service efficiency

Truck rolls are an integral part of field service operations. It refers to any situation in which a technician is dispatched to solve an issue. But often, a field technician is dispatched to a job that is temporary in nature or can be resolved in under five minutes with a quick fix. Situations like these have become a huge pain point for service organizations.

A peculiar challenge faced by most Service Providers is that 25% of the truck rolls in their fleet are deemed non-value-add (NVA) or avoidable, costing millions each year. The process of creating truck roll appointments and subsequent follow-up activities still involves a lot of manual work. The customer service representatives (CSRs) create work orders manually without thorough assessment, resulting in avoidable or non-value-added truck rolls.

Service Providers must adopt a proven approach to address truck roll inefficiency issues. Transform field service management processes using techniques like:

  • Service truck roll optimization– Filters the NVA truck rolls and updates the work logs in the CRM system. Only the work orders that do not meet the business filter criteria will result in truck rolls
  • Pareto principle and correlation analysis– Uses analytics to identify the main causes for NVA truck rolls

25% of the truck rolls in a service provider’s fleet are deemed non-value-add (NVA) or avoidable, thus costing millions each year.

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