Apart from customer satisfaction, a service operation’s first time fix rate is a clear measurement of how well the organization is functioning.
This case study explores key success factors and steps to ensuring that your FSEs are equipped with the knowledge, right tools and technology to be able to overcome onsite challenges and deliver exceptional customer experience:
-Ensuring that field technicians get to scheduled maintenance visits on time
-Accommodating urgent, unplanned visits
-Providing technicians with immediate access to repair history records, technical support data, troubleshooting information, ordering and call reporting tools