Optimize Service Calls, Reduce Costs, And Boost Revenues

By Matt Kresch, Director of Product Marketing for Service by Microsoft Dynamics CRM

Field service is the number one way companies respond to service requests. Doing it wrong leads to return visits and added costs. Companies that do it right enjoy a strategic advantage. When companies optimize service calls and give field staff access to the real-time information they need, first-time-fix rates go up and costs go down. The result? More satisfied customers, lower costs and higher revenues.

In a report on field service outcomes, the Aberdeen Group said “65% of incoming service requests require a field visit or dispatch. Nearly 26% of these dispatches require secondary or additional follow-up visits." With the cost of dispatching an agent now ranging from $150 to over $1,000, reducing the number of follow-up visits represents significant potential cost reductions. With better predictive scheduling and asset allocation, the cost per dispatch can be driven down as well.