The goal of field service? Increasing first-time fix rates and customer satisfaction. As a leader in the service industry, you know that maximizing product uptime not only helps minimize service costs, but increases customer value and optimizes service profitability. That’s field service advantage. Learn how an optimized field service management solution minimizes service complexities both with service events in the field and before service events even occur. Your ultimate goal: ensuring that your customer is receiving the highest level of value from your products and services. With the proper field service management solution, your service organization can ensure just that.

1. PTC Service Lifecycle Management
8 Things to Know About
Field Service Management

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1. Effective Field Service Management is about
getting 4 things right:
• The right service technician
• Getting to the right place at the proper time
• The right service knowledge at the point of service
• Using the right parts, tools, information to solve the
service issue right the first time

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2. Maximized Product Uptime: the key to
minimizing service costs, increasing customer value, and
optimizing service profitability

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3. Field service management errors are
unavoidable. What are the top 3 mistakes?
• Unavailable parts (42%)
• Improper issue diagnosis (25%)
• Unnecessary parts going to waste (25%)

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4. There are 5
common signs of
inefficient field
service management:
• Too many service calls
per service fix
• Difficulty coordinating
break-fix with planned
service
• Imbalances of service
workforce utilization
• Inability to track service
status and collect data
• Ratio of dispatchers to
technicians exceeds
industry averages

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5. Agility – the best way to balance planned service
activities (installations, maintenance, and upgrades) with
unplanned events (break-fixes, complex projects, and
indirect work)

7. 6. Top 4 motivations for
service leaders to
improve field service
management processes:
• Need to drive workforce
productivity & utilization
(67%)
• Customer demands for
faster service responses
& improved asset
availability (61%)
• Desire to increase service
revenues (53%)
• Competitive pressures &
the need for
differentiation (44%)
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7. Two main reasons field service management fails:
• Disconnected field service management processes
• Lack of visibility into field service activities and
resources

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8. First-time fixes aren’t an easy goal to
achieve – 24% of field service dispatches require a
second visit

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It’s no question: Efficient Field Service
Management is challenging

11. Discover how
optimizing Field
Service Management
increases customer
value & first-time fixes
View the
Whitepaper