Insights / Operational Excellence

Improving the efficiency of your Field Service Workforce

Leverage machine learning to eliminate blind dispatches and improve the first-time fix rate (FTFR)

Field Technicians are the face of your service organization, and it is imperative to equip them with the right tools and knowledge to handle any field challenges. With efficient management and empowerment of technicians, your organization can deliver fast, effective, and efficient services to customers.

A business should strike a balance between the speed and accuracy of on-site customer requests to increase the productivity of technicians and improve customer satisfaction. But, in reality, technicians are frequently not able to deal with customer problems on time and are forced to make multiple trips to the client location due to process inefficiencies. Thus, instead of servicing new customers or optimizing current customer relationships, technicians invest valuable time and resources in non-revenue-generating activities.

Today, 70% of field technicians visit sites without prior information about the nature of the problem, issue location and solution recommendation. It leads to repeated dispatches, longer resolution time and high customer churn.

Going digital is the cornerstone of success for a modern services organization. Adopt the ‘AI-Powered Field Service Framework’ to optimize field services and increase technician productivity. The framework encompasses three vital components to achieve a higher First Time Fix Rate (FTFR) and reduce Mean Time to Resolve (MTTR):

  • Fault Location Classifier– Predicts the fault location and sends email/SMS notification via mobile app to technicians
  • Recommendation Engine– Suggests guided actions and next best resolution steps to improve technicians’ efficiency
  • Technician Dashboard– Provides a one-stop view of all dispatches and actionable insights to technicians

70% of field technicians visit the sites without prior information about the problem leading to repeated dispatches, longer resolution time and high customer churn.

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