SUCCESS STORIES / Operational Excellence
A leading service provider in North America achieved efficient field operations using an AI-powered video solution
Field service excellence is the mantra for great customer experience. It is the connective tissue that defines service interactions between the product and the customer. However, inefficiencies in field services lead to overheads, increasing service providers’ costs and hampers their reputation.
According to Aberdeen’s report, repeat field visits and survey delays lead to a 25% increase in cost per order, 40% slower order fulfillment time, and a 5X increase in repair costs.
Field service organizations must have a robust system to address the growing need for reduced site visits, faster resolution, and better customer experience. How do they achieve this in today's highly competitive and customer-centric market?
3Xfaster order fulfilment
91%reduction in failed handovers
32% reduction in field OpEx
A leading service provider in North America was facing a similar situation. About 60% of their installation orders needed a site survey, of which 18% required repeat surveys. In addition, manual collection of field data resulted in several errors and incomplete information.
The client had to move from traditional to an intelligent and connected field service approach, enabling field technicians to deliver significant business value.
The implementation of smart video AI technology streamlined field operations by eliminating tedious manual work and unlocking valuable insights.
Due to the lack of field information, intelligence, and insights during site surveys, the client ended up with poor performance, repeat site visits, and prolonged delivery times. The surveyors manually captured field details and shared the information via traditional methods like emails. In addition, they were also relying on printouts, spreadsheets, phone calls, and text messages which were time-consuming, error-prone, and repetitive.
Prodapt implemented an AI-powered video intelligence framework to transform field service operations. It comprised a video capturing solution, an AI-powered recommendation engine, and a smart dashboard.
The video capturing solution helped field technicians to capture data in a structured manner effortlessly. It helped them prevent missing out on critical information that would lead to repeat visits, thereby driving higher compliance and productivity. This solution also helped them control the need for re-surveys and on-site audits by enabling auditors to assess the surveyed data remotely.
The recommendation engine provided real-time AI-powered recommendations to supervisors, auditors, and field engineers, helping them address on-field challenges and roadblocks.
In addition, our smart dashboard empowered the client to spot trends, predict challenges, and drive smarter actions for management and the business at large. It also helped them make operational decisions like sourcing equipment, dispatching the right team, and getting the job done quickly and accurately.
Post-implementation of our solutions, the client could accelerate their order fulfillment by 3X. They achieved 63% reduction in field data quality snags/issues and a 91% reduction in failed handovers. In addition, they could also save 32% of costs across field operations.
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