As part of ServiceMax's AI offerings, Aquant’s technology is integrated into the ServiceMax platform to provide AI/ML-based recommendations for parts and actions to take. The joint offering – ServiceMax Remote Triage – helps service organizations avoid unnecessary truck rolls. If Remote Triage recommends dispatching a technician to fix the problem, the joint offering also improves first-time fix rates, as the technicians know what the problem is and what parts they will need before arriving at the job site.

One of the biggest costs for service organizations is truck rolls, dispatching technicians to service equipment. Every time a technician is needlessly dispatched or fails to complete a job during the first visit cuts into the company’s bottom line, and negatively impacts the customer experience. If service organizations could pinpoint the causes of equipment failures and predict possible solutions, they could save up to 71% of costs associated with unnecessary truck rolls.

The way to avoid unnecessary or unsuccessful truck rolls is to learn from past service experience. However, this problem is difficult to address. First, organizations have limited insight into the cause of truck rolls, and into how exactly technicians fixed a failure and which parts were used. This information is often stored as free text, making it difficult to analyze. Second, organizations find it challenging to connect equipment failure with solutions, recognize patterns, and apply them to future service requests.

ServiceMax Remote Triage (Remote Triage), a module of the ServiceMax platform, uses Aquant's technology to help service organizations to find the most cost-effective solution for each failure incident and to prevent unnecessary truck rolls. Remote Triage gives service organizations more options than just dispatching technicians every time a failure is reported. By applying AI to historical service data, Remote Triage understands the root causes, how they were resolved, and which parts were used. As new service requests come in, Remote Triage suggests probable solutions ranked by their cost-effectiveness.

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