Reduce your Truck Rolls Costs: The Surprising Solution
What is a truck roll?
The definition of a truck roll is a situation that requires a technician to be dispatched (in a truck) to a customer’s location for service, such as to install, move, or reconfigure an item of equipment or perform some other form of technical service.
The Real Truck Roll Cost
Every time a technician is dispatched, the company incurs a significant expense. If your company is guessing the cost to roll a truck, you’re likely underestimating the amount. In fact, truck rolls cost companies anywhere from $150 – $500 per event, with that amount easily doubling when considering indirect costs. The Technology Service Industry Association reports that the real cost of a typical truck roll is upwards of $1,000 each time. The reason why truck rolls are expensive is because the cost includes:
- Labor: Technician wages, unbillable travel time, administration
- Vehicle: Fuel, maintenance, insurance, depreciation
- Opportunity-cost: Technicians unavailable for revenue-producing activities
Problems with Truck Rolls
- High No Fault Found (NFF) dispatches – In situations when the issue is easily resolved, often in less than five minutes (an NFF dispatch), the truck roll is a major waste of the company’s time and resources.
- Low First Time Fix – According to an Aberdeen Group report, 25% of all service calls require at least one additional visit to solve customer needs, often due to the dispatch of an unqualified technician, the absence of the right part or tools, or failure to account for special conditions in the service area, such as lack of access, etc.
- Negative customer experience: Customer service inquiries that result in service truck rolls often provide a poor CX, with unhappy customers waiting days without Internet service or a working washing machine. Then, a wide service window requires the customer to take time off from work – a practice that is both inconvenient and frustrating.
The Rising Issue of Truck Rolls
The truck roll challenge has grown more acute in recent years with the prevalence of the Internet of Things (IoT). Smart homes are constantly becoming more sophisticated and providers are delivering a wider range of services to consumers. With Business Insider forecasting that there will be 34 billion devices connected to the Internet by 2020, up from 10 billion in 2015, there will be more and more service calls required as more customers demand support with installation and configuration of the new technology. In addition, as manufacturing costs drop and competition rises, the prices per device decrease. This translates to lower profit margins per device, and the cost of sending a technician on a maintenance call becomes a material expense for the company.
To reduce these truck roll costs and inefficiencies, service companies must find better solutions for better managing service truck rolls as well as for resolving more issues remotely.
The Solution: Visual Support
What Is Augmented Reality Remote Assistance?
Augmented Reality Remote Assistance is an emerging technology that enables companies to visually guide and collaborate with customers and field technicians. The technology links the contact center and headquarters to the field where the work is being done.
How Does AR Remote Assistance Help Agents Resolve Issues Remotely?
AR remote assistance combines video streaming, where online media is simultaneously recorded and broadcast in real time to the viewer, with augmented reality, an interactive technology that superimposes a computer-generated image on a user’s view of the real world. The combination of these two technologies creates a powerful collaborative solution for remote guidance. More efficient than auditory communication, visually highlighting the desired action will enable the customer to comprehend and execute the instructions faster and more satisfactorily.
AR Helps Throughout the Process
Visual Support uses screen-based technology that allows agents to see the customers’ physical environment via their smart device, and visually guide them using Augmented Reality. This enables fast, effective problem diagnosis and resolution between tech support agents and customers. The visual support process results in several significant improvements to the technician dispatch process:
- Better remote resolution – eliminating 90% of NFF dispatches
- Due diligence prior to dispatch – agents can determine the exact nature of the issue and successfully dispatch the right technician with the right information and parts
- Remote consultation – technicians requiring further support in the field can consult with a remotely-located expert
When on-site service truck rolls are avoided, service costs are decreased, and customer satisfaction increases as problems are resolved more quickly. Technicians are freed up for more strategic matters.
Proven Benefits of Visual Support
- Significant reduction in no fault found (NFF) technician dispatches and product replacements
- 17% reduction in truck rolls
- Decreased Total Time to Resolution
- Increase in First Time Fix Rates
- Dramatic increase in NPS score
Truck Rolls in Telecom
The topic of truck rolls is especially relevant to the telecom industry, where new services such as fiber to home and digital content have resulted in high call center volumes and costly technician dispatches. Communication service providers face significant challenges providing a growing number of customers with immediate assistance with unboxing, installation and activation, and troubleshooting of their telecom hardware and devices. Solutions for remote assistance are especially welcome in this industry as telecom analysts estimate the cost of the average truck roll for telecom at anywhere from $150 to $600, depending on location, the nature of the work, and the technician’s skill level and wages.
Summary – Reducing Truck Rolls Leads to Better CX at Lower Cost
Truck rolls represent a costly challenge across many industries and is especially within the telecom sector. Augmented reality remote assistance delivers a powerful approach to reducing costly truck rolls. Remote visual support enables fast, effective problem diagnosis and resolution between tech support agents and customers. Empowering an agent to see the issue with his own eyes eliminates the dependence on the customer to accurately describe the issue, allowing agents to use their technical knowledge much more effectively without requiring a truck roll. In today’s tough business environment, customer experience (CX) is the undisputed differentiator. The ability to provide better CX while lowering the costs of support by reducing truck rolls is critical. Harnessing the power of remote visual support transforms support organizations and gives an important edge to telecoms.