Field Service

Weekly Must-Reads: Top Field Service Complaint? Low First-Time Fix Rates

This week’s top stories from the field.

Inept Service (Still) Surest Way to Anger Customers

“Average first-time fixes have stayed constant over the previous 12 months of our research. Last year, our research showed first-time fix rates in the mid 70s, and that holds true for this year’s audience. What has changed is the number of service issues resolved without dispatch, either via remote resolutions or through self-service channels. Therefore, customers are seeing better overall resolution rates without onsite technicians. When technicians are dispatched, first-time fix rates have stayed relatively constant.” (via The Service Council)

Uber for Field Service? Growing Desire for Tech-Tracking Software

“One beneficial technician-tracking capability field service software may offer, says [Sam Pillar, co-founder of Jobber] is geofencing: the same technology utilized by popular rideshare and taxi service Uber. This technology acts quite literally like a digital ‘fence,’ enabling businesses to set boundaries for service, create alerts upon entry and exit to and from these boundaries and automatically notify customers when their technician is nearby. … In addition to improving customer experience and satisfaction, there are organizational benefits of integrating this tracking technology.” (via Software Advice)

Oil’s Price Plunge Bad News for Oil Rig Workers

“As many as 550 drilling rigs may have to sit on the sidelines of U.S. shale oil patches over the next few months, analysts say, as oil prices have folded nearly in half since this summer. … ‘We think there’s a significant amount of pain coming’ to the oil industry and its service companies next year, said Praveen Narra, an analyst with Raymond James.” (via MySanAntonio.com)

Advanced Analytics Bring Quality Control to the Field

“One way big data platforms move manufacturers beyond traditional process-driven, quality and reliability metrics is by integrating product usage data into the mix. Analysis of customer feedback, help and support desk logs, web interaction, social sentiment, product usage and geospatial information provide a remarkable degree of information that’s far beyond today’s limited ‘it broke’ data point.” (via Forbes)

Get Your Votes In: Most Influential Field Service Leaders

“As we approach the end of the year and look toward what the future holds in 2015, Field Service News thought it was time to show some appreciation to those who are driving our industry forward. The pioneers, the leaders, those who walk the path that the rest of us follow in. We are proud to be launching the #FSN20 campaign to celebrate the 20 most influential people in field service. How are we selecting these influencers? We’re not – you are.” (via Field Service News)

 

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