Underpinnings of Service Excellence
Synchronizing Resource Capacity with Service Demand
Gunning for improved customer satisfaction, loyalty and reduced service costs, service organizations are taking steps to tightly align service demand with resources comprised of technicians, spare parts and fleets. This benchmark study shows that forward-thinking companies have taken strategic actions to achieve service excellence by accurately forecasting service demand and effectively planning and provisioning service resources to meet that demand.
Such strategic initiatives have yielded:
- 22% increase in first-time fix rate
- 18% higher SLA compliance rate
- 27% improvement in workforce utilization
- 14% lower overtime costs
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