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Productivity Gains in Field Service / Onsite Support

Field Service productivity is impacted by SLAs and the underlying support model. The primary driver for productivity is strong emphasis on ticket elimination and “shift-left” of the issues. Productivity can be increased by reducing field service engineers’ intervention. In order to achieve this, service providers can consider strengthening the L1/L1.5 Support with tenured resources to maximize resolution at that level. Furthermore, providers can also consider leveraging following mechanisms to enhance efficiency:

  • Leveraging Inter vPro or similar solutions for remote troubleshooting
  • Tech Café
  • Vending machine for peripherals
  • Virtual kiosk/ Tech bar
  • AR/VR technologies
  • Digilocker

Service Desk Contact Volume by Channels

Typically, first gen outsourcing deals / legacy environments have calls and emails as predominant contact channel and proportion of calls and emails could potentially exceed 80-90% of the contacts. However, as service providers rationalize the workflow and implement chat bot and other tools, proportion of calls and emails gets reduced in favour of other channels e.g., chat and web with lower cost to serve. In an end state, service providers may have 60-75% of contact volume by web and chat and remaining 25%-40% by phone calls and emails.

PERSPECTIVES

Service Desk Contact Volume by Channels
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