Do you know what the real cost of a failed service call is in your business?
According to our research, Field Service Technicians from the Engineering and Manufacturing sector providing a service to the mining industry has an average workload of 2.8 scheduled service calls per day. In reality they only complete about 2 of these calls daily which leaves them with an incomplete service call rate of 0.8 per day. This translates into 0.8 customers that experience a failed service call per Technician everyday.
Using this data, a company with 30 Field Service Technicians will have a scheduled call rate of 84 calls per day on average. With only 2 of these calls being completed per Technician daily, it leaves the business with 24 failed service calls per day. The result of this is an average of 480 unhappy customers per month for this business.
The math is simple as it can be scaled proportionately specific to this industry. These failed service calls comes as a result of a number of aspects, some of it mentioned below;
* Incorrect Parts
* Incorrect Information
* Previous jobs taking too long to complete
* Part availability
* Site conditions
* Compliance
The list can go on… The bottom line is that some of these seems to be out of our control but with the correct service procedures and Field Service Management Platform in place, we can certainly limit this list to just a couple of bullets.
The cost of a failed service call is not just about another run back to the office and then return to the customer to fix what was left out. It is about the cost of Infrastructure, Fuel, Human resources, Utilities, and most importantly the cost of customer perception about your Service Capabilities. It is of utmost importance for service organizations to measure their “First Time Fix Rate”(FTFR). The profits lost due to a low FTFR can be millions…do you know your FTFR?
Contact Sernovation for more detail and see how we Redefine Services.