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Controlling costs with service automation solutions can help to retain customers. Competition is a vital concern of most businesses. This process can reduce the costs associated with deploying service technicians and with the service tasks. By controlling the service process, the customers will be more satisfied with less downtime for service operations. Organizing the tasks that are needed to perform a field repair for a customer allows for more structure when pricing a contract.
The most important thing to the customer is to have the equipment running again. The field technicians should have the repair procedure established in steps that will prevent complications. The time used for the repair will be minimized by anticipating all possible outcomes of a repair. Using service automation solutions should allow the business to document the repair like a routine repetitive task that is performed on an assembly line. This is comparable to enabling a repair feature. The repair operation should have an organized method that is the most efficient and least time consuming.
Customers will respond to a more established method of service that offers a finite time frame. Being able to predict when the equipment will be running again allows the business to make operational decisions. Employees may be sent home, or may be required to stay and wait on the repairs. The company may lose an entire shift of production with machine downtime. If the field technician can inform the business that the service operation will take one hour or eight hours, then the business can adjust their other costs for labor, order deadlines, and production, accordingly. Knowing the time that will be needed to perform a repair, empowers a business with more flexibility.
The service provider that uses service automation solutions will be able to compete more strongly with other providers. They will have the opportunity to offer repair services in the field for a price that they can control. The field technicians will be able to reasonably communicate with their customers about the parameters regarding a service operation. This will increase customer satisfaction for the service provider. The field technicians that perform reliable services in less time are more valuable to a customer.