How ServiceNow CSM improves first-time fix rates for manufacturing equipment

In the manufacturing industry, time is money. Every minute of downtime due to equipment failure can translate to significant financial losses. That’s why maximising first-time fix rates (FTFR) is crucial for maintaining productivity and efficiency. ServiceNow Customer Service Management (CSM) offers a powerful solution to help manufacturers achieve this goal.

The challenge of first-time fixes in manufacturing

Diagnosing and repairing complex manufacturing equipment often requires specialised knowledge, access to the right information, and effective communication between technicians and support teams. Traditional service models can struggle to provide these elements efficiently, leading to:

• Repeat visits: Technicians may need to return to the site multiple times to gather information, obtain the correct parts, or consult with experts.
• Increased downtime: Each repeat visit extends the downtime, impacting production schedules and potentially causing delays for customers.
• Higher service costs: Repeat visits increase travel expenses, labour costs, and the overall cost of service.

ServiceNow CSM: Empowering first-time fixes

ServiceNow CSM provides a comprehensive platform that empowers manufacturers to improve their FTFR by:

• Providing technicians with complete information: Give technicians access to detailed equipment history, service manuals, troubleshooting guides, and knowledge articles directly through their mobile devices.
• Facilitating real-time collaboration: Enable seamless communication between technicians, support teams, and even equipment manufacturers through chat, video conferencing, and knowledge sharing platforms.
• Streamlining workflows: Automate service requests, dispatch technicians efficiently, and track the progress of repairs in real-time.
• Leveraging AI and machine learning: Use AI-powered tools to assist with diagnostics, predict potential issues, and recommend solutions.

Examples of how ServiceNow CSM improves FTFR

1. A technician arrives on-site with a tablet that provides access to the complete service history of the equipment, including past repairs, known issues, and recommended solutions.
2. A technician uses the ServiceNow mobile app to initiate a video conference with a remote expert to troubleshoot a complex problem in real-time.
3. ServiceNow CSM automatically triggers a work order for a preventative maintenance check-up based on sensor data from the equipment, preventing a potential breakdown before it occurs.

Benefits of improved FTFR

By improving first-time fix rates with ServiceNow CSM, manufacturers can:

Conclusion

ServiceNow CSM is a valuable tool for manufacturers looking to improve their first-time fix rates and optimise their field service operations. By empowering technicians with the right information, facilitating collaboration, and streamlining workflows, ServiceNow CSM helps manufacturers deliver faster, more effective service, minimising downtime and maximising customer satisfaction.

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Ready to improve your first-time fix rates and optimise your field service operations with ServiceNow CSM?

Contact Devoteam, the #1 ServiceNow partner in EMEA, to learn how we can help you implement and customise ServiceNow CSM for your manufacturing business.