In an extremely competitive service landscape, Best-in-Class service firms are turning to remote product solutions to aid in increasing the efficiency of their service organizations, to deliver better service and increased availability to their customers while more efficiently managing service-related costs. As such these firms are seeing significant improvements in asset availability, first-time fix and in service dispatch avoidance, according to a recent research report entitled, “The Maturity of Remote Product Service,” published by Aberdeen Group.
The report finds that leading service firms are twice as likely as all other firms to use remotely captured data to aid their technicians in diagnosing potential service issues and resolution scenarios prior to dispatch. These firms are also leveraging remotely captured data to reduce the need for technician dispatch in cases where service can be performed over a network, via guidance from technical or customer service representatives, or by the customers themselves.
As a result, leading firms are experiencing:
-- A 16% increase in mean time between failure for their assets over the last 2 years, compared to a 5% increase for all others.
-- A 19% increase in percentage of calls resolved without technician dispatch over the last two years.
-- A 93% level of asset availability for their customers on average, compared to 65% performance for all other firms.
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