The idea of field service seems so simple, customers have an issue, you send out a service technician to repair the device and send them a bill. Simple? Maybe, but not easy. There are many things that need to happen in order for your service calls to be successful. Is the technician qualified to diagnose and repair the device? Do they have the right part(s). Have you scheduled enough time for the technician to make the repair? Have you scheduled the right travel route if the technician is tasked with multiple calls per day?
If managed properly, service calls can be a tremendous revenue and profit generator. They can however have the opposite effect on your business if the process becomes too manual. There are many performance indicators you can use to measure your business, lets start with one: your First Call Success Rate (FCSR).