Field service managers want to offer their customers the best service. In doing so, they must be measured against the first time fix rate. An interface between field service management software and a digital spare parts catalog increases the rate and thus customer satisfaction.
Technical service has become an important source of revenue for many machine, plant, equipment and vehicle manufacturers. The challenges for service technicians in this area are correspondingly great. These include scarce resources, high time pressure and the demand to solve problems during the first service call if possible.
These challenges can be overcome with modern software for service technicians:
To maximize service efficiency, it is advisable to integrate both systems into an all-in-one solution. In this way, field service managers increase the transparency and efficiency of the service calls they plan and exploit important optimization potential in field service.
Once the systems are connected, the service technician in the field can access the parts catalog from the service report with a single click. There, he can quickly identify the spare parts he needs and, if desired, obtain additional information. He can order the parts on site and transfer the order directly to his service report.
Service technicians in the field are problem solvers. Their goal: to help customers as quickly as possible. An important key figure here is the first time fix rate, i.e. the number of service calls in which the problem was solved at the very first appointment.
The higher the rate, the more satisfied customers are and the more efficient the after-sales service. There are three reasons why an interface between field service management software and digital spare parts catalogs is essential for increasing the troubleshooting rate:
By linking the two systems into a networked software for service calls, service technicians have access to a wealth of information in digital form, for example:
They get quick and easy access to the latest data and service information they need to perform their job efficiently. This speeds up their work and shortens downtimes.
Common causes of low troubleshooting rates are missing spare parts and inefficiently scheduled calls. The interface between Field Service Management and a digital spare parts catalog addresses these causes.
With the Field Service Management software, responsible dispatchers can better plan their workflows. And with an interactive spare parts catalog, service technicians can find the right spare parts faster - practical experience shows that incorrect orders can be reduced by 20% in this way.
Tedious searches for information and unproductive waiting times on the service hotline are a thing of the past with the combination of field service and spare parts catalog.
Access to the necessary information regardless of time and place and the reduced error rate when ordering spare parts are the basic prerequisites for efficient service. They automatically increase the first-time fix rate. The better service technicians know about the problem in advance, the faster they can find a solution.
In summary, an interface between field service management software and an interactive spare parts catalog in field service offers four key benefits:
