Does Real-Time Communication Impact Field Service Metrics?

By Kristen Wells, Zinc

Yes — Get Ready to Boost These 4 Field Service Metrics

Believe it or not, communication is a leading component of a successful field service business. Without real-time access to people, knowledge, and resources in the field, technicians who are working directly with customers can’t hit high scores on important field service metrics.

Think about it, when a tech is faced with a tricky installation or needs confirmation from a manager before continuing a job, fast communication is what can make all the difference. Let’s see how real-time, mobile communication can have a serious impact on four key field service metrics.

1. First-Time Fix Rates

A company’s first-time fix rate represents the percentage of time technicians can resolve customer problems on the first visit. This metric is a big deal for two reasons. First, solving the problem on the first visit is key for improving customer satisfaction. For example, if a healthcare provider relies on certain medical equipment, and the tech can’t fix the machine when called, it greatly impacts their ability to serve their patients. Second, having a high first-time fix rate means you are avoiding a lot of additional costs (extra labor, increased dispatch, lost opportunities, etc.)

You can improve your business’s first-time fix rate (getting it ideally into the high 80s) by equipping field teams with real-time access to company knowledge and resources. This means giving them the power to easily communicate with other team members and outside departments, as well as access to documents like service manuals, work order histories, and new procedures.

This helps combat issues like not having all the parts on hand or being stumped on how to fix a problem. When a tech can ping others in the area to ask if anyone has the part, or troubleshoot a problem on live video with another experienced tech, it’s much easier to reach that high first-time fix rate.