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      First-Time Fix Rate

      2 min read

      Automating Field Service Management to Reduce Mean Time to Resolution

      The Mean Time to Resolution (MTTR) is a metric that service organizations grapple with in terms of related cost and customer experience. One objective is clear: reducing the time it takes to resolve customer issues – from case creation dates to their closures – benefits both.

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      2 min read

      First-Time Fix Rate: The DNA of Field Service

      First-Time Fix is one of the most frequently measured key performance indicators (KPI) used by Field Service Organizations (FSOs). It is a very powerful metric to track. This KPI measures the percentage of times field service engineers (FSEs) are dispatched to a customer site and have the skills and parts with them to resolve the issue on the first visit. It is a powerful metric because it provides an indication of the FSO’s financial and operational health. In this sense, it is like the DNA of field service.

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