The real cost of reactive repair isn’t just the visit – it’s everything around it. Integrated service strategies can keep it from spiralling. For operations leaders, the pattern is familiar. A machine goes down, productivity stalls, revenue is threatened, and customers begin asking questions. What follows is an urgent service response that must move quickly, often before anyone fully understands what’s broken or why. Break/fix…
The most important indicators of service performance are often the ones no one is tracking. Forget the SLA. Here’s Five Field Service Metrics that can Actually Predict Uptime & Cost For most field service organizations, performance measurement begins—and too often ends—with the same familiar set of indicators. First time fix rate. Mean time to repair. SLA adherence. Response time. There’s a reason these…
Why stitching together help desks, preventive maintenance, field repair technicians, and parts vendors undermines performance at scale. Service Breaks Down When It’s Treated as a Transaction. Many OEMs and equipment operators don’t intend to build fragmented service environments. Most do so for rational reasons—efficiency, cost control, flexibility, oversight. On the surface, those motivations make sense. In practice, they often undermine the very outcomes…