How Splay can increase the productivity and efficiency of your field service team

“First-time fix rate” is the percentage of time a field technician is able to fix a service issue during the first appointment. Increasing your first-time fix rate indicates an improvement in productivity and efficiency.

Here are just some first-time fix rate stats thanks to research done by The Service Council:

The average first-time fix rate for an organization is around 77%. That means that the field technician has to do at least one follow-up visit on about 23% of all service calls. This affects costs, asset availability, and in some cases, response time.

The cost per dispatch ranges from $150 to $1,000 a call depending on the service organization and industry, which makes second and third visits to a customer site expensive and in most cases unnecessary. This doesn’t even take into consideration the sacrifice of other work that could have been done instead (opportunity cost).

Improving first-time fix rate doesn’t just improve customer service. In fact, it directly impacts all levels of field service, from revenue, to cost, to productivity and efficiency levels.

Splay is a portable display that enables field engineers to look at online manuals on a 24.5" screen instead of scrolling through a mobile screen or wading through paper manuals. The field engineer can also have an interactive conversation, sharing the Splay screen with first or second line support, enhancing productivity and efficiency levels, and saving on unnecessary return visits.

So, an investment in a Splay, which the field engineer can take with him or her on every visit only needs to save 5 return visits, at the lowest cost per dispatch, to pay for itself.

Want to know more about Splay?

Click here to book a demonstration with Splay co-founder Alexander Wesley