Gunning for improved customer satisfaction, loyalty and reduced service costs, service organizations are taking steps to tightly align service demand with resources comprised of technicians, spare parts and fleets. This benchmark study shows that forward-thinking companies have taken strategic actions to achieve service excellence by accurately forecasting service demand and effectively planning and provisioning service resources to meet that demand.

Such strategic initiatives have yielded 22% increase in first-time fix rate, 18% higher SLA compliance rate, 27% improvement in workforce utilization, and 14% lower overtime costs.