Technician skills & up-to-date inventory as drivers for your FTR
- 25/09/2024
In the world of Field Service, your First Time Right (FTR) rate is a game-changer. When a technician shows up, the expectation is clear — solve the problem on the first visit. But managing this goal is no easy feat, especially when complex scheduling, skill sets, and inventory management are involved.
So how can you ensure your technicians are equipped to deliver FTR consistently? Let’s explore how Microsoft Dynamics 365 Field Service, paired with 9altitudes accelerators, can help.
Why First Time Right is essential
First Time Right isn't just a buzzword—it’s a key performance indicator that directly influences customer satisfaction and operational efficiency. Customers expect their issues to be resolved the first time a technician visits. Falling short of this not only frustrates your customers but also adds operational costs due to follow-up visits. The key drivers for improving FTR lie in precise scheduling, technician skill matching, and up-to-date inventory management.
The challenges of planning & scheduling in Field Service
To achieve FTR, it’s essential that the right technician with the right skill set is dispatched for the job. The planning and scheduling process must take into account not only the availability and proximity of the technician but also their specific expertise. A system that can match technicians with job requirements based on their skill sets is critical.
What good is a skilled technician if they don’t have the right parts on hand? Real-time visibility into inventory—both in central warehouses and mobile stock—is crucial. Technicians need to have access to the parts they need, right when they need them, without delays caused by missing components.
Your technicians should have mobile access to all the tools and information they need to complete the job. This includes access to work orders, asset data, and real-time connectivity with experts, enabling remote inspections or additional guidance. These features ensure that technicians can handle complex interventions efficiently, reducing the need for follow-up visits.
Many organizations still struggle with disconnected systems across their Field Service operations. The challenge here is bringing all necessary data—whether related to skills, scheduling, or inventory—into a single integrated view that supports real-time decision-making.
Optimizing your service with D365 Field Service and 9A Field Service
Automated Technician Scheduling
Scheduling the right technician for the job can be complex, but Microsoft Dynamics 365 Field Service simplifies the process. The system automatically suggests the best-suited technicians based on their skills, availability, and proximity to the job site. This ensures that you have the most qualified technician handling each task, reducing the chances of follow-up visits.
Real-Time Inventory Management
Field technicians need access to the right parts in real-time. Microsoft Dynamics 365 provides visibility into inventory across all locations—both central warehouses and mobile units—allowing for quick reordering or transfers to mobile warehouses when needed. This real-time visibility eliminates unnecessary delays and helps technicians complete their jobs on the first visit.
Mobile Access and AI-Powered Insights
Technicians can access all relevant job details, asset data, and even connect with experts remotely through the mobile app. In addition, the AI-powered capabilities of Microsoft Dynamics 365 can optimize work order templates by learning from past jobs, ensuring that technicians have everything they need to achieve FTR.
Conclusion: a strategic approach to First Time Right
The combination of automated scheduling, skill-based resource management, and real-time inventory visibility enables your organization to achieve higher FTR rates. Not only does this enhance technician productivity, but it also elevates customer satisfaction by ensuring faster, more reliable service.
Watch more videos
Watch more videos on scheduling, technician enablement, customer intimacy, and Field Service performance & insights.
Get to know our Field Service solutions
Explore our customer success stories
Read more about Field Service
.png?width=768&height=507&crop=0%2C0%2C2000%2C640&mode=fit&format=jpeg&dpr=1.0&signature=a7feee5fb476070881f9858eece1dedeb7db0a1c)
.png?width=768&height=507&crop=0%2C0%2C2000%2C640&mode=fit&format=jpeg&dpr=1.0&signature=d1c11e311a1170881b3aa0253e8a75e8a27f4843)
Contact your 9A Sherpa
.jpg?width=320&crop=0%2C0%2C2000%2C1333&mode=crop&format=jpeg&dpr=1.0&signature=afff1c6d05d4cd197e1758aa226d7264fa9c1bf2)