Improve Service Quality

Our service management solutions enable our customers to improve service quality through the provision of accurate, timely information that ensures they consistently meet or exceed customer expectations. Our solutions are enabling organisations to increase first time fix rates by ensuring that they respond to the right job, at the right time, with the right resources.

When you're serious about service, the quality of your customer's experience should be something that sets you apart from the competition. Getting it "right first time" is a key element of this customer experience. It's one of the reasons why first time fix rates have assumed such a significant importance.

But getting it right first time doesn't just improve the customer experience. It also - as a recent Aberdeen Group report pointed out - has a major bearing on service profitability. Having to call back hours, days or weeks later to complete the job isn't just bad for the customer - it's hugely unprofitable.

That's why we place such an emphasis on getting the right resources to the right job at the right time. "The right resources" isn't just about getting someone with the appropriate experience and qualifications to the right location - it's also about ensuring they have the necessary parts to hand.

Our FieldForce IQ solution incorporates a number of capabilities that directly impact service quality. Dynamic scheduling ensures optimal resource allocation, whilst location-based services keep track of the movements of available mobile workers and stock management services help ensure that the identified engineer has access to the appropriate parts.