Technicians today may have access to technological support for their service requests, but that doesn’t necessarily translate to knowledge gained from historical data access. Evaluating and conducting quality reviews are impossible when inspections lack comprehensive history and various types of forms, potentially from different companies, that are difficult to track.
“Having data integration all in one repository readily available to show you real-life overviews of your resource schedules, the quality of service, the status of where your equipment is, your trucks and your people are, is a big differentiator in revealing hidden efficiencies,” Gomocha’s CEO Martin Knook says.
First-time fix rates, a key performance metric in field services, suffer from a lack of service history. Here’s how incomplete data impacts first-time fix rates:
Inaccurate Diagnoses
Diagnoses become a guessing game. Personnel are unable to properly assess a situation before dispatch without complete and accurate data. Information, such as service history or equipment details, is essential for identifying the problem.
Incorrect Assignments
Without accurate information on technician skills or real-time availability, dispatchers may assign the wrong technicians, resulting in delays, follow-ups, and repeat visits.
Missing Assets or Service Background
Technicians need access to comprehensive maintenance records, model specifications, common failure patterns, and other relevant information, or they risk wasting time troubleshooting or missing crucial steps.
Lack of Inventory Visibility
Incomplete data on tools or parts means that technicians arrive on-site without the necessary equipment, requiring an additional visit, as field service teams must reorder components.
Customer Information Gaps
Missing customer information, such as contact details, access instructions, or preferred times, can lead to miscommunication and missed appointments or service windows — further slowing down response times.
Through digitization, companies can track greater increments of time with information readily available, eliminating the need to start over, such as at the beginning of each year, as would be required with paper records.
Gomocha deciphers the details of hidden efficiencies revealed through a digital journey.
“As soon as we start to make those inspections available in a digital format, we can start to add some more cool capabilities in preventative maintenance and making some predictions based on what we not only see on that particular customer’s asset but in the total performance of the business,” Knook explains. “So there is a lot more that we can deploy later.”
Digitization fixes the issues caused by a lack of data through:
Precise Scoping
Digital intake forms, chatbots, and automated tools ensure a complete picture. Integrated systems gather asset history, warranties, and past issues to minimize surprises.
Smart Technician Matching
Digital field service management platforms utilize factors such as skills, certifications, GPS location, and availability to match the right technician to a job while also considering urgency and historical outcomes.
Complete Histories and Visibility
Personnel have real-time access to equipment and service histories, allowing them to quickly view records, maintenance logs, manuals, and more via mobile apps, which results in faster and more accurate troubleshooting and repair. Teams also know where parts are located, and alerts can suggest needed parts before dispatch.
Seamless Communication and Updates
Field technicians can share photos, videos, notes, and updates without delay. Customers receive real-time instructions and estimates for approval.
Digitization enables invaluable history to find its way into today’s field services. It facilitates a more comprehensive world with precise job scoping, smart technician matching, complete histories and visibility, and seamless communication and updates. Companies can overcome the cost of traditional challenges and increase their first-time fix rates through digitization.
Discover what inefficiencies may be hiding in your company’s operations and how they are impacting your first-time fix rate. Start by taking Gomocha’s FSM Checklist, a 21-point efficiency checklist that helps you discover where your team is missing opportunities.