Remote Site Service Gets Costlier in ‘09
February 16th, 2010
As if the high cost of fuel weren’t enough…
In the 2009 Remote Product Service research project by The Aberdeen Group, the average cost per service dispatch was $276 in 2009. This represents a a 32% increase from 2006.
Not surprisingly 50% of the research respondents, comprised of service and manufacturing professionals, were concerned with reducing service-related costs and preventing unplanned service dispatches.
Customer satisfaction, however, does not take a backseat. Adding to cost concerns, companies are facing increased customer pressure to provide faster service, improved asset uptime, and better asset performance.
The top two objectives for cost management were:
- Improving diagnosis for better first time fixes; and
- Reduce instances of unplanned service visits.
Excerpt: “While the cost of fuel has retreated from highs seen in 2008, cost containment associated with unnecessary dispatches is a key pressure for service and manufacturing firms. In fact, responding firms indicate that nearly 29% of all dispatches and truck rolls are for issues that could have either been resolved remotely or through other means negating the need for dispatch.”
It is one thing to monitor remote assets, but if you can’t make a fix chances are you are among that 29% group. If you are rolling a truck to a site just to perform a power fail to reset equipment, there is a better way.
In the current economy, service excellence is not solely measured on the grounds of operational metrics such as mean time to repair and first-time fix. Today's service organization achieves Best-in-Class status on the grounds of profitability generated through cost control, customer retention, and revenue creation.
These objectives have not only led to the increased adoption of Remote Product Service (RPS) tools, but have also facilitated evolutionary uses of the technology class. RPS tools are no longer just considered to be the enablers of service delivery efficiency and predictive service, but also as the facilitators of intelligence-based smart services.
Benchmark data indicates that firms have slashed nearly one-half million dollars of service costs and added an average of $1million in service revenues from the adoption and use of RPS tools.
The Power Stone has saved the day for countless service technicians who would have otherwise have to headed out to a site just to try a hard reboot on unresponsive equipment.
The Power Stone remote power controller can diagnose, reboot, or simply turn power off or on when needed—all by phone. The IP 3000 extends this capability with TCP/IP connectivity as well as by phone. Considerably less than the cost of a one time truck roll, these two units can complement any and all remote monitoring systems and provide quicker response times and reduce service dispatches.
The Multi-Link remote AC power control portfolio (The Power Stone and IP Power Stone 3000) allows maintenance technicians to reboot, cut or re-establish power to devices located in a remote location, all over a standard telephone phone line or an internet connection.
Customers looking for IP remote power control, a remote power control switch, a remote power re-boot device and many more related solutions find that Multi-Link’s remote power control products meet their needs. Technicians can control power to equipment from their office, avoiding the cost and time to drive to remote sites.
Learn more about remote reboot products at: http://faxswitch.com
Tags: IP3000, monitor remote assets, power stone, preventing unplanned service dispatches, reducing service-related costs, remote reboot, service dispatches, service visit, truck rolls
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