How To Optimize Field Service Costs

TechSee describes how to optimize field service costs

Field service organizations have long been implementing measures to reduce their high operational costs. In particular, technician dispatches are a huge drain on operating expenses when considering labor costs, vehicle expenses, and the opportunity cost of having technicians unavailable for revenue-producing activities. Field services may be tempted to optimize field service costs through various ‘quick fix’ methods, including:

  • reducing technician headcount
  • minimizing hours of service
  • outsourcing to third-party contractors.

However, these measures often prove ineffective in the long term as they negatively affect the customer experience. Fewer technicians – or less skilled technicians – can mean longer time-to-fix rates or decreased first-time-fix rates, KPIs that notoriously frustrate customers.  Instead, field service organizations should focus on the three key areas that have been proven to optimize field service organization costs over the long term while improving the CX.

Three areas proven to optimize field service costs

  • Lower Volume – remotely or proactively address customers’ issues to decrease the need for truck rolls
  • Shorten Time – help technicians resolve customers’ issue faster
  • Optimize Staffing – make sure technicians are utilized as efficiently as possible

TECHSEE VISUAL ASSISTANCE ROI CALCULATOR

Calculate Your Savings and Business Impact with Intelligent Visual Assistance

Please enter your current metrics to begin calculating the business impact you can realize with TechSee.

Currency
$
£
Company Size
0
0% 100%
0
0% 100%

Please select the required values ​​in the highlighted fields

*The savings model is based on TechSee’s customer data and industry best practices. Your answers will be kept confidential.

Select the areas where you'd like to calculate your savings using visual assistance, you can select more than 1

POTENTIAL CONTACT CENTER SAVINGS

Calculate Your Savings and Business Impact with Intelligent Visual Assistance

Complete the information relevant to your company’s Contact Center to determine the high-level financial impact of using TechSee’s Visual Assistance solution in your Contact Center.

Number of Agents
100
100 100000
60
60 3600
0.20
$0.20 $2.00
35
35% 90%

Please select the required values ​​in the highlighted fields

*If you are not sure of the values, use your best estimates.

ANNUAL SAVING SUMMARY

400
First Call Resolution Savings
50,000
Average Handling Time Savings
50,000,000
Estimated annual savings

POTENTIAL FIELD SERVICES SAVINGS

Calculate Your Savings and Business Impact with Intelligent Visual Assistance

Complete the information relevant to your company’s Field Services team to determine the high-level financial impact of using TechSee’s Visual Assistance solution in your Field Services operations.

Number of Field Technicians
100
100 25000
50
$50 $450
25
25% 85%
40
40% 80%

*If you are not sure of the values, use your best estimate.

ANNUAL SAVING SUMMARY

400
First Time Fix Rate Savings
50,000
Technician Dispatch Savings
50,000,000
Estimated annual savings

YOUR SAVINGS WITH TECHSEE

Thank you for using TechSee’s Visual Assistance Savings Calculator. For a detailed report how to achieve these savings and additional satisfaction metrics, fill out the form on the right.

Your savings with TechSee

50,000,000
Estimated annual savings
Get access to the full report
ROI CALCULATOR - RESULTS

Thank you for using TechSee’s Visual Assistance Savings Calculator.

The results below indicate some of the high-level financial savings you can expect when you implement TechSee’s Visual Assistance solution in your Contact Center and/or your Field Service teams.

The savings are based on actual client-reported data, realized through dramatic improvements across a range of customer service KPIs, driving clear ROI by enhancing the quality of service and customer experience. Overall, our clients across a wide range of industries – including utilities, telecom & Pay-TV services, insurance, consumer electronics smart home and security, manufacturing, utilities and medical technology – have reported:

  • Reduced Dispatch (truck roll) rate of 19%
  • First Contract Resolution (FCR) improved by 22%
  • Average Handle Time (AHT) lowered by 12%
Your Potential Savings With TechSee
ANNUAL SAVINGS SUMMARY
$
400
First Call Resolution
Savings
$
3,000
Technician
Dispatch Savings
$
50,000
Average Handling
Time Savings
$
400,000
First Time Fix Rate
Savings
$
50,000,000
Estimated Annual Savings
ROI CALCULATOR – RESULTS
YOUR EXPECTED SAVINGS COMES FROM:
Cost per Call

Every extra minute your agents spend on the phone costs your
organization money. The Cost per Call is a metric that is commonly
used in contact centers as a broad indicator of efficiency. It also sheds
light on the contact center’s overall cost-effectiveness and each agent’s
individual performance. Reducing time spent on calls will add up quickly.

Impact of Visual Assistance on Cost per Call

Faster issue identification: agents can see the problem with their
own eyes, eliminating the need for them to rely on the customer’s
description of the issue.

Simplified and clarified instructions: customers receive precise
Augmented Reality guidance on their screen, so the point of reference
and required course of action are crystal-clear.

Reduced escalations: frontline agents become multiskilled product
experts, capable of resolving all but the most complex cases.

Elimination of irrelevant cases: rapid identification of issues that are
outside of scope, for example: by seeing that a customer’s warranty has
expired.

Better remote resolution: a more efficient customer support process
eliminates 90% of NFF dispatches.

2021 TechSee. All Rights Reserved Worldwide
2
ROI CALCULATOR – RESULTS
 
Cost per Truck Roll

Truck rolls – or the need to dispatch a technician to a customer’s location – represent one of the largest costs in customer service operations, across numerous industries. Every time a technician is dispatched, the company incurs a significant expense, and sometimes these visits prove unnecessary or unproductive, such as those that are categorized as No Fault Found (NFF), meaning the problem was so simple to fix that the customer could have resolved it themselves, with expert remote guidance. There are also numerous cases of technicians with the wrong skill sets or the wrong spare parts being dispatched, as a result of misjudgment on the part of agents who do not have the benefit of Visual Assistance.

Impact of Visual Assistance on Truck Rolls

Better remote resolution: a more efficient customer support process eliminates 90% of NFF dispatches.

More use cases can be safely resolved remotely: agents’ product
knowledge and experience of customer issues are rapidly expanded by
using Visual Assistance.

Due diligence prior to dispatch: agents can determine the exact
nature of the issue and dispatch the right technician with the correct information and parts.

Remote consultation: technicians requiring further support in the field can consult with a remotely located expert.

2021 TechSee. All Rights Reserved Worldwide
3
ROI CALCULATOR – RESULTS
 
First Time Fix (FTF)

In many customer care organizations, FTF is used to gauge the quality of customer service as well as the overall efficiency of operations. When agents achieve FTF, it means that they resolve the issue the first time the customer contacted the company, eliminating the need for the customer to follow up with a second contact to seek resolution.

Impact of Visual Assistance on FTF

Faster issue identification: agents can see the problem with their own eyes, eliminating the need for them to rely on the customer’s description of the issue.

Elimination of confusion: customers receive precise Augmented Reality guidance on their screen, so the point of reference and required course of action are crystal-clear.

Verification of action completion: after every stage of the resolution process, the agent is able to confirm that the required action has been carried out and correct the customer if necessary.

Verification of resolution: visually confirming that the issue is indeed resolved goes a long way towards avoiding repeat calls about the same issue.

Easier data verification: when visual proof is required, such as for billing disputes, promotional eligibility or warranty authentication, customers can simply show the agent their documents via their smartphone.

2021 TechSee. All Rights Reserved Worldwide
4
ROI CALCULATOR – RESULTS
Average Handling Time (AHT)

AHT measures the duration of each customer episode with the goal of ensuring contact center efficiency, planning headcount and reducing operational costs. Contact centers seeking to lower their AHT must ensure that measures taken do not negatively impact the quality of customer service or the customer’s overall experience. Some thought leaders - such as the Harvard Business Review – have called the value of AHT into question, stating that it encourages agents to deprioritize complex issues. However, most leading companies still depend on the metric, considering it alongside other KPIs such as First Call Resolution (FCR) and Net Promoter Score (NPS).

It is important to note that in some cases, Visual Assistance can actually increase AHT, because agents are empowered to resolve the customer’s issue on the call, rather than ending the call quickly by escalating it to Tier 2 agents or initiating a technician dispatch. There is also a learning curve over the first few weeks of use, as agents get to grips with the new tools at their disposal, although once they’ve mastered them, call durations gradually decrease. Over time, when comparing calls successfully resolved with Visual Assistance with calls resolved without it, AHT usually decreases significantly.

2021 TechSee. All Rights Reserved Worldwide
5
ROI CALCULATOR – RESULTS
Impact of Visual Assistance on AHT

Quick grasp of the issue: agents instantly see the nature of the problem, enabling them to understand and resolve it faster, since showing is always faster than telling.

Clear visual guidance: using Augmented Reality, the customer is shown precisely what actions are required, allowing them to complete the process in a fraction of the time.

Verification of resolution: agent can visually confirm resolution much more quickly than by asking the customer for verbal verification.

Elimination of irrelevant cases: rapid identification of issues that are outside of scope, for example by seeing that a customer’s warranty has expired.

Reduction of post-call work: capturing images of defective devices is much faster than writing a lengthy report.

2021 TechSee. All Rights Reserved Worldwide
6
ROI CALCULATOR – RESULTS
Net Promoter Score (NPS)

NPS is an easy-to-calculate metric that is widely used to gauge customer loyalty. It measures customers’ overall perception of a brand and the likelihood of them recommending the product or service to a friend. Respondents are segmented into three customer types: promoters, passives and detractors. The evaluation determines the need for proactive activities to prevent customer churn by targeting unhappy customers and addressing any negative issues before they abandon ship or damage the brand with negative word-of-mouth.

Customer Satisfaction (CSAT)

CSAT calculates the percentage of satisfied customers out of the total number of customer requests received. It differs from NPS as CSAT measures satisfaction with a specific product or service, whereas NPS measures overall customer loyalty to the organization. Visual Assistance results in faster and more efficient call resolutions and a more satisfying customer experience with each and every customer interaction.

2021 TechSee. All Rights Reserved Worldwide
7
ROI CALCULATOR – RESULTS
Additional Areas of Impact

In addition to these areas, TechSee can positively impact a number of other KPI’s at your organization, including:

  • Improve ESAT: Visual Assistance empowers agents to ‘see what the customer sees,’ boosting agent productivity, reducing labor intensity and improving overall job satisfaction.
  • Reduce Employee Churn: When employees feel they are providing value via their everyday tasks, and are trusted for their knowledge, expertise and integrity, they aren’t likely to churn.
2021 TechSee. All Rights Reserved Worldwide
8
ROI CALCULATOR – RESULTS
Let’s Continue the Conversation

Would you like to learn more about the financial impact that TechSee’s Intelligent Visual Assistance solution will have on your business?
Click here to schedule a personalized demo.

Additional Resources
  • Truck roll paper
  • Buyers Guide
  • Churn Survey
  • 6 Ways to Increase Tech Utilization with Vision
2021 TechSee. All Rights Reserved Worldwide
9
ABOUT TECHSEE

TechSee revolutionizes the customer experience domain by providing the first intelligent visual engagement solution powered by artificial intelligence and augmented reality. TechSee empowers enterprises across the globe to deliver a better customer experience and reduce costs. TechSee is led by industry veterans with years of experience in mobile technologies, computer vision, machine learning and big data. The company is headquartered in Tel Aviv with offices in New York and Madrid. For more information, visit www.techsee.me.

How To Optimize Technician Visits Volume

Here are several techniques that have helped many field service organizations reduce their technician dispatch rate, directly lowering their operational costs significantly.

Resolve more issues remotely

There are many fixes that are easy enough for an untrained person to carry out – with the right guidance. Enabling a remote or virtual technician to guide the customer toward a resolution without visiting their home is a model that has proven invaluable during the current pandemic. In fact, remote video support can be provided by technicians – even 3rd party technicians – working from any location: a back office, home (WFH mode), or vehicle (drop and go mode).  Aside from optimizing field service costs by lowering dispatch costs, virtual technicians boost safety levels, improve first-time fix rates, and increase customer satisfaction.

Shift to performance-based SLAs 

Many field service organizations are shifting to an operating model that focuses on performance-based SLAs, where the priority is keeping customer equipment running at all costs. According to a 2019 Gartner survey, 19% of service companies already offer these contracts, and another 26% expected to do so within 12 months. This often requires a greater reliance on automated remote monitoring tools and remote assistance tools, which ultimately translates into a hands-off approach that is so critical during today’s safety-conscious world. Aside from reducing the volume of customer issues, this model also simplifies contractual obligations for customers – instead of worrying about the details of service plans, the field service provider takes whatever steps necessary to avoid issues or resolve them as soon as possible.

Enhance collaboration with contact center 

Contact center agents and field service technicians have traditionally been two separate departments. Enhancing collaboration between the two will enable field services to benefit from the contact center agent’s knowledge of policies, customer information, and product details, all essential information that helps resolve customer issues without dispatching a technician. Cross-department collaboration can be achieved by implementing shared knowledge bases, shared customer histories, and even joint triage, an ideal option when the customer service agent is unable to fix the problem but waiting for a technician to arrive on-site is not an option.

Utilize predictive maintenance 

Predictive maintenance refers to the monitoring and collection of data on a product or service’s operational conditions so that companies can foresee possible outages or failures before they occur. This makes it possible to address any issues before they cause damage and require technician dispatches.

The rise of the IoT provides businesses with endless opportunities for real-time data-based insights that make it easier to predict when equipment or devices will fail and to provide proactive customer assistance.  The cost savings when being proactive are clear. Studies show that unplanned downtime, which is caused 42% of the time by equipment failure, amounts to an estimated $50 billion per year for industrial manufacturers.

How to Optimize Field Service Time

If each aspect of technician dispatches is shortened, it all adds up enabling each technician to accomplish more each day. Here are some tried-and-true methods of optimizing a field service technician’s time.

Improve scheduling with AI 

According to an industry survey, 52% of companies still use manual methods for most of their field service tasks, such as scheduling and work planning. These manual activities almost always have a negative effect on time optimization, and therefore operational costs. AI technology overcomes these hurdles by automatically dispatching jobs to the right technician based on past history, skills, location, priority, tools, and availability. Gartner predicts that by 2025, algorithms and bots will schedule over 70% of field service work at automated schedule optimization-dependent field service providers, up from less than 25% in 2019 – a trend that will further help to optimize field service costs.

Shorten tech visits with remote expert support 

It is not uncommon for field service technicians to need some on-site knowledge support while out on a job, whether due to a brand-new device he’s not yet encountered or troubleshooting an issue he’s not familiar with. Allowing the technician access to a remote expert enables him to benefit from prompt and efficient support that ensures the job is done right the first time.  Quick first-time resolutions mean shortened time spent on customer site and less time spent researching the right solution.

Make knowledge easily accessible 

Using technology to easily connect off-site field service technicians with in-office expertise and data can ensure faster and more effective service. Incorporating intelligent search functions into field service knowledge bases using machine learning can enable the knowledge base to learn over time to deliver the most valuable information related to the technician’s specific search query. It can also help prioritize technician’s knowledge based on individual customer data or history, allowing him/her to assist the customer faster without requiring manual searches or long wait times.

How To Optimize Field Service Human Resources

Each employee only has a certain number of hours in their workday. By optimizing how they spend those hours, a field service organisation is getting more work accomplished without any further expenses.

Enhance technician utilization 

Technology Services Industry Association (TSIA) estimates the average technician utilization rate at just 73%. This means that technicians are spending too much time on non-revenue generating tasks, reducing overall business profitability. Working to raise your technician utilization rate allows businesses to get more done with less staff, impacting productivity, and profitability when the operational expenses are kept in check.

Assign the right technician to the right task 

AI technology can optimize technician dispatches by automatically assigning tasks to the most relevant technician based on history, skills, location, priority, tools, and availability. For example, historical data can be used to determine the average time it takes a particular technician to complete a given task to identify the technician who can do the job fastest and which techs need additional training. Aside from resulting in a high success rate, this also frees up the company’s human resources for more strategic activities.


Increase collaboration with other technicians 

Field service organizations, in particular, face the challenge of an aging workforce and the subsequent loss of knowledge. When technicians have knowledge gaps, they will experience a lower first-time-fix rate and a greater number of repeat visits. Enabling technicians to collaborate in real-time with colleagues who can augment their skills or expertise allows them to receive immediate assistance with field operations, eliminating the need for a followup visit.

Measurement Is Key To Optimize Field Service Cost

Optimizing field service costs is imperative, especially now, but whether financial goals are achieved by reducing the need for truck rolls, helping technicians resolve the customer’s issues faster, or ensuring technicians are utilized in the most efficient manner possible, the change must be continuously evaluated to ensure ongoing positive results.

Feedback can be collected regularly from staff as technicians are well placed to highlight any roadblocks or barriers to success. In addition, continuously checking technician and team performance levels with the customers they serve will ensure that the change has not negatively impacted service KPIs. Instead, do not be surprised to find that the changes have indeed optimized field service costs and led to a greater overall CX.

Liad Churchill, VP Product Marketing
Artificial Intelligence and Deep Learning expert, Liad Churchill, brings depth of knowledge in marketing smart technologies.

Subscribe to Our Content Updates

Get the latest on Customer Service Innovation in a brief occasional email.
Thanks for subscribing

Subscribe to Our Content Updates

Get the latest on Customer Service Innovation in a brief occasional email.
Thanks for subscribing
This website uses cookies. We inform you that this site uses own, technical and third parties cookies to make sure our web page is user-friendly and to guarantee a high functionality of the webpage. More Information Accept