How CPI Service Helped Augusto Blacker and Move On Security Confidently Scale their ATM Kiosk Network When it comes to uptime, Augusto Blacker knows the stakes are high. “When a machine goes down, it is incapable of selling. And these machines are in the business of selling.” “If they go down,” he says, “we might lose a client. We…
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…
If you’re tired of always fighting fires in the field, it might be time for a more strategic service model. The easiest way to tell whether a service provider is transactional or truly partnered is to observe what happens between failures, not how quickly they respond once something breaks. Transactional service providers tend to optimize for the moment of repair. Their value proposition…
Service KPIs not hitting the mark? It could be your parts… Every time we meet a new prospect or onboard a new customer, we ask the same thing: what’s been working for you in the field? What isn’t? And when it comes to customer challenges, few topics come up as frequently and frustratingly as parts. “We were losing thousands and thousands of dollars…
