When one call-out is not enough, it can be a coincidence. But if it happens regularly, a maintenance management error is probably to blame. Learn how to avoid such problems.
Repeated call-outs cost you a fortune
When managing maintenance, it's important to have your employees' work well planned so that it runs efficiently. Because time is money - especially in technical services.
Therefore, when technicians have to make multiple field trips to solve the same issue, it's a problem. There are several reasons for this:
1.) You don't look good to the customer
If your computer breaks down again right after you got it repaired, it tells you something about the quality of the service. And in an industrial environment, it works the same way. Even if your work doesn't cause the problem, the customer usually perceives repeated call-outs negatively.
2.) You pay for more technicians' time
The longer a field trip takes, the more expensive it becomes. Especially when it requires technicians to work overtime. Repeated trips also mean higher fuel and possibly even material consumption.
3.) Outages last longer
When operations grind to a halt, the business loses money. And if you don't fix the problem the first time, those costs go up. Plus, the workload starts to pile up - both in production and in the service department.
Why do repeat call-outs happen?
Every process has its weaknesses, and maintenance management is no exception. That's why various misunderstandings can arise within the team or when communicating with the customer. It also happens that a less experienced technician misjudges a problem - and the proposed solution simply doesn't work. Sometimes, too, workers lack the necessary equipment or technical documentation.
What can be done about it?
You can reduce the number of repeat call-outs in several ways. The first is to better organize your work and digitize it:
- The technician should always know to which site he (or she) is going, when he is supposed to be there and which device needs to be serviced. Records in maintenance management systems such as Lumnio prove to be very helpful in that matter. In Lumnio, the technician can find a list of the tasks he has to complete at the given time. He can also use it to schedule regular service or inspections in advance.
- Once the technician arrives at the customer's site, he should easily find out which equipment needs to be repaired - and what is the problem. That way, the intervention will be done faster and on the right device. Lumnio, for instance, automatically shows technicians only the devices that are placed in the given geolocation. The technician then simply reads the machine's label (whether it contains a QR code or plain text) and the system identifies the device. Moreover, when the task is done, the app automatically generates an activity report.
- The technician often needs to view the technical documentation during his work. Instead of going back to the office and searching for paper manuals, he can have all the information right at the point of intervention - e.g. on a tablet.
- Routine activities can be standardized and scheduled in advance, typically in a maintenance system.
- Collect as much data as possible during call-outs. The information will help you to identify weak points in your processes. Furthermore, you may use them to create evaluation criteria for your employees.
The training of your technicians also has a significant impact on the success of interventions. Naturally, more experienced technicians make fewer mistakes. But that doesn't mean that a newcomer can't handle a difficult task. All he needs is a skilled mentor - or a well-written workflow documentation.
Tip! In Lumnio system, your technicians have a knowledge base of all workflows along with corresponding photos or recordings from the site. If necessary, the system will connect your employee to the control room where he gets advice from a more experienced colleague.
Need to dispatch your technicians more efficiently?
Try a free trial version of Lumnio or contact our experts who will suggest the most suitable solution for you.
