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Localz are delighted to be joining industry leading software experts at the Toughbook Innovation Forum 2019. Our software automates real-time delivery and appointment communication between customers, depots and technicians. Currently deployed by Autoglass, British Gas and the RAC.
First time fix
'First time fix' is the terminology used to monitor the number of field based jobs that are achieved within quota, i.e. if a job takes only one visit to the customer site and is completed in a single visit, not two or three visits. Whether its a district nurse providing a homecare service to a patient, a gas safety engineer fixing a broken boiler, or a technician fitting a satellite dish, all are field based processes that benefit from first time fix. This ratio impacts not just customer satisfaction scores but environmental impact around CO2, customer service red call costs and direct labour costs.
It pays to think long term when it comes to your field service communications
The expectations of today’s connected consumers are at an all time high and the cost of dwell time and missed appointments is escalating. After learning about the impact improving your first time fix rate can have, you’ll naturally want to improve your performance. So how do you do it? By simply keeping engineers connected, they are able to access real-time information that could help them rectify the issue and learn more information that may not have been included in the initial job details. Ultimately the most important KPI is customer satisfaction. Through making sure you get customer communication aligned across your service team, revenue generation and improved productivity will follow suit.
"On my way" in action
Localz - Technology for first time happiness.
Localz ultimate goal with every service event is first time access. It is about letting the customer know the right technician is on their way to the right place, at the right time and will get the task done. Field service companies who provide visibility are able to achieve their goal of satisfying and retaining more customers.
Emma and Charles will both be presenting Localz innovation at Tough Innovation Forum, speaking on 'Localz Innovation that Improves First Time Access Rates and Customer Communications'. Find out more