A KPI-driven service organization saves costs, and more importantly, leads to happier customers. See how the IoT supports the top three customer satisfaction KPIs—and can do so even while saving you dispatches:
IoT-enabled predictive service gives your technician the equipment insights they need to complete the repair before a problem develops—and before the customer even realizes the potential issue.
ZEISS Microscopy uses predictive service to reduce calibration-related downtime by 92%.
Hit the Right KPIs for Happy Customers
These top three KPIs don’t just minimize truck rolls and empower service technicians—both big wins on their own. Improved uptime, FTFR, and MTTR ensure customers keep coming back to renew their service contracts. Our new white paper explores more ways to drive customer satisfaction KPIs in service.
KPIs That Improve Customer Satisfaction
3
KPI
without Service Dispatch
with Service Dispatch
Customer uptime
First-time-fix rate (FTFR)
Mean time to repair (MTTR)
1
92
%
Customer Uptime
FTFR
KPI
If a service dispatch is required, your technician leverages remote diagnostics for better call planning. Now, they arrive with the right tools, parts, and training to solve the customer’s issue the first time.
Bell and Howell leverages IoT to fix 71% of service calls remotely. Technicians have a 92% FTFR.
2
MTTR
KPI
If the issue can’t be fixed the first time, your technician is already empowered with the tools and insights they need to reduce their repair time. Less repair time means less interruptions and more uptime—both huge wins for your customers.
Technicians at Bell and Howell reduce MTTR by 60% with IoT.
Source: Bell and Howell Drives Innovation with IoT Process Automation case study
3
Mean time to repair (MTTR)
Customer uptime
First-time-fix rate (FTFR)
Source: ZEISS Microscopy Focuses on Service Excellence case study
Source: Bell and Howell Drives Innovation with IoT Process Automation case study
71
%
60
%
92
%
Customer Satisfaction KPIs