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How Technology Can Improve Your First-Time Fix Rate
The number one reason customers complain about maintenance services is that the technician was unable to resolve the issue on the first visit. It’s a frustrating and all too common scenario in field services, especially in residential housing, where customer satisfaction is a key focus.
Improving First Time Fix Rates (FTFRs) is challenging but it can boost productivity and improve your bottom line. There are many variables that can prevent a technician from completing a repair first time around. The good news is, there are also appliance field service software solutions to mitigate the risk of these happening.
This blog showcases how technology can skyrocket FTFRs in a matter of weeks. First, a few facts.
First Time Fix Rate: The Facts
A 100% FTFR is perhaps an impossible dream. There will always be the odd job where something can’t be fixed on a first visit. For certain
businesses, or a particular type of job, it may be unrealistic to expect everything to be finished on the first visit. However, getting average first time fixes up to 90%+ is a realistic aim. In fact, some businesses in field services are already achieving just that, with top performers up to 98%.
The not so good news is, only 20% of businesses are smashing FTFRs. At the other end of the scale, 30% of businesses in the field services sector have dismal FTFRs, with almost a third of maintenance jobs in this bracket requiring a second visit (according to research by the Aberdeen Group).
There is increasing pressure in field services to do better. High FTFRs are a requirement in residential housing, where a 90% FTFR is expected to keep tenants happy.
The Importance of FTFR
First Time Fix Rate (FTFR), a metric that tracks the percentage of jobs completed satisfactorily the first time, is the ultimate performance indicator. Contracts can be won and lost on your FTFR reputation.
Your FTFR also matters for productivity and cost efficiencies. When jobs get completed on a technician’s first visit, costs are reduced, and more jobs can be achieved in a day. Brand reputation is also bolstered by first-time fixes. It improves customer retention – happy customers are more likely to use your services again, plus they are more likely to recommend you to others.
Consider the opposite. When an engineer has to go back to complete a job, it costs money and hurts productivity. Customers lose out too. Not getting their equipment fixed quickly means more downtime and the possibility of lost revenue. And they might look elsewhere for maintenance in the future.
The Causes of Poor FTFR and How Technology Can Help
There are 4 key areas responsible for damaging FTFRs. These are:
- Poor engineer performance
- Unpreparedness – inadequate tools or parts
- Admin inefficiency
- Poor communication
Appliance field service software can help to resolve many of these issues. It’s worth noting, though, that not all software for servicing appliances is created equally, so be discerning in your selection to ensure you get all the features required to improve your business operations and FTFR.
Let’s take a closer look at some of the causes of poor First Time Fix Rates and the utility field service software features that can help overcome them.
1. Performance
Unsatisfactory work can happen for a few reasons. If a worker is stressed, overworked and unhappy, performance can suffer. Equally, a lack of CPD (continuing professional development) or training can mean technicians are not equipped with the full set of skills required for more complex tasks. Poor planning, poor scheduling and poor management can all influence the performance of an engineer.
Utility field service software offers maintenance firms better data and real-time measurement of performance. Effective software for utilities maintenance companies provides data on all aspect of operations, from backroom logistics to fieldworker performance. This gives managers the information they need to better support technicians out in the field and ensure all training requirements are met.
Mountains of paperwork is also a headache for engineers. Digitising and streamlining work processes allows engineers more time to do the job they are trained for.
2. Unpreparedness – inadequate tools or parts
Well-equipped service technicians create satisfied customers. If a technician arrives at the jobsite without all the parts required to fix the issue, it wastes time and frustrates the customer (both landlord and tenant).
Appliance field service software turns data into quality intelligence, which can be used to solve customer problems on the first visit.
Joblogic’s field service software enables you to link service parts data with forecasts of future service demand. The status of a property can also be seen in real-time, avoiding delays from things like paint or adhesive needing to dry.
Effective asset management also provides insightful data. Joblogic’s asset management software gives businesses a clear overview of the equipment on-site, the condition and history of the equipment. In the residential property sector, the number of assets to manage is huge. Appropriate software enables much more effective management of planned maintenance and service parts. This also reduces the number of emergency repairs, which are more likely to affect FTFR.
3. Planning and admin
Poor planning is a common cause of operational inefficiency. If a field worker arrives on site, assesses the job, and finds they haven’t got the skills, equipment or materials they need, another visit has to be arranged.
With the right appliance field service software, many planning issues can be resolved.
Service scheduling software can help businesses to efficiently assign their team to various tasks and job sites. Using real-time data on parts in vans, location and engineer skills, resources can be more easily managed, and jobs can be dispatched to the nearest and most suitable technician out in the field.
Manual forms and administration, although essential, can also hamper the speed at which engineers work. Compliance within the building service and maintenance industry creates mountains of paperwork for technicians – whether that’s risk assessment data, safety certificates or signed job sheets.
Joblogic’s solution offers a unique mobile form builder and extensive pre-built forms library to ensure industry compliance and data collection but also enhanced levels of efficiency. All customised and industry-standard forms can be completed on site via a mobile app.
Even route planning can be streamlined using Joblogic’s utility field service software.
4. Communication
Communication between you, your office staff, and your field technicians can be inconsistent and disorganised. Using a home maintenance management software package with a Smartphone app improves connectivity and communication on the move. Joblogic’s mobile engineer app, for example, maximises service efficiency by seamlessly connecting your back office and field engineers together in one system.
The mobile app gives your team the job information they need in the palm of their hand. Jobs can be deployed instantly to engineers with information such as site assets, photos, drawings, and a full site history, as well as any relevant industry-specific forms. When an engineer receives a new job, they can keep the office up to date with ongoing status changes in real-time. Logistical challenges can be communicated in an instant, enabling the back office to deploy another engineer or keep the customer informed. It keeps everyone on the same page.
Summary
By investing in technology and improving workforce management processes, organisations can reduce costs, enhance delivery, improve response time, and better satisfy customers in the field. And the icing on the cake – First Time Fix Rates will skyrocket!
Don’t give your customers a reason to ditch you for your competitors. Remote operations are best served in an online environment. Improve your FTFR with Joblogic’s cloud-based field service management solution. From HVAC and electrical contracting, to stairlift installation and beverage equipment maintenance, Joblogic can cater for businesses across a wide range of industries.
Contact our expert team today for a free demo.