Service Technician Efficiency
Well-executed services businesses can increase customer satisfaction by 10 to 20 percentage points and reduce costs by 15% to 25%.
(Service Council)
See How Digital Transformation Improves Technician Efficiency
With industrial organizations onboarding new technicians to combat increasingly high turnover and retirement rates, many are focusing on modernizing their employee training.
As a visual technology that aligns with how younger generations learn, augmented reality has proven to accelerate learning curves and time-to-field for frontline employees.
50%
30%
Field service teams of all shapes and sizes share a common goal: to reduce on-site time and enhance their customers’ experience. Your peers are harnessing the promises of digital transformation to empower their on-site technicians. Here are three ways you can do the same.
Without in-depth field information, technicians face efficiency challenges before they even get on-site. This often results in additional dispatches to address issues, as the technician lacked needed insights to fix the issue the first time.
Remote monitoring enables technicians to connect to deployed equipment and evaluate its performance based on real-time data and log file downloads. From there, remote service teams have the tools have the tools, parts, and information required to diagnose issues, perform root cause analysis, and strategize the right tools for the best approach—the first time—to service calls.
Do your technicians have the best training and tools to serve your customers? Learn how digital transformation can help reduce on-site time and improve technician efficiency across your service ecosystem.
92%
#01
Service technology and solutions provider Bell and Howell achieved a first-time-fix rate of over 92% with remote monitoring.
(TEI study)
10-20%
points
3 Ways
to Improve
Scale Knowledge from Your Experts
Organizations experienced a 50% decrease, on average, in time-to-productivity for their new workers trained with Vuforia AR experiences
(Estimate from the Association for Talent Development)
The average training cost per employee is $1,252.
BAE Systems is using AR to train new employees 30 to 40% more efficiently
Agriculture equipment brand GSI is using AR to reduce their overall training time by 60%
Expert employees are extremely valuable to industrial organizations. They have exclusive knowledge from years of hands-on experience, which can help with mentoring new technicians, streamlining operations, and building lasting customer loyalty—but they can’t be everywhere at once.
With “see-what-I-see” remote assistance solutions, expert employees can efficiently scale their procedural know-how across the field to provide over-the-shoulder support to customers and technicians—without physically being on-site.
Modernize Technician Training
#02
(Bell and Howell Drives Innovation & Business Transformation with IIoT-enabled Service Offerings)
60%
70% of service organizations will be burdened by the knowledge loss of a retiring workforce.
Improve Service Call Planning
(HR Dive)
Traditional training methods are ineffective for frontline workers as employees forget 50% of information within 1 hour, 70% within 24 hours, and 90% over a week.
70%
#03
