If you have hardware at a customer location, you're always going to need an on-site service delivery channel. Aside from cutting down the number of on-site incidents, reducing the cost of these visits will continue to be an important organizational objective. In my TSIA Pulse webinar, ”Best Practices for Reducing On-Site Incident Costs,” I gave a walkthrough of the TSIA outcome chain I've built to address and solve this business challenge for our Field Services members. Within that outcome chain, I highlighted the 5 key performance indicators (KPIs) that drive these on-site incident costs and gave examples of how these areas can be improved in order to reduce costs.
#1: First Visit Repair Time: Save Both Time and Money by Getting It Right The First Time
The first key to reducing the cost of an on-site incident is to shorten the length of time a technician needs to spend at a customer location. In order to do that, it helps to have a clear idea of what is wrong, the skill set needed to fix it, and what parts are required ahead of time so that an issue can be resolved as quickly, correctly, and efficiently as possible. One of the ways field services organizations are doing this is by using video support, which allows them to triage each incident and brief the technician on exactly what they'll need to do in order to make the repair before they go on-site. Video support is also a great way to connect your field services engineers to other experts within the company, who can then walk them through the repair if they run into an issue that requires advanced expertise, preventing the need for a costly secondary visit.
In some cases, video support can even be used to coach customers to perform easier fixes themselves, preventing the need for a technician to go on-site at all. Keeping repairs to a first-time visit, keeping that first-time visit as short as possible, or even eliminating the need for them altogether is a great place to start if you're looking for ways to reduce costs.