Today, companies which specialize in printer services often emphasize an important statistic: First Time Fix Rates. This figure matters enormously to printer repair companies. It also frequently impacts a customer’s bottom line.
Does your printer repair and service company maintain a competitive First Time Fix Rate? Read this brief article to obtain an overview of this important topic! It could help managers evaluate the efficiency of repair services more effectively.
About First Time Fix Rates (“FTFR”)
The First Time Fix Rate measurement indicates the percentage of times a repair service (or a product manufacturer) successfully resolves a problem for a customer without having to expend additional resources. The FTFR figure relates closely to efficient job performance. In general, companies seeking repair services benefit from utilizing firms with a high FTFR measurement. These enterprises don’t lose money waiting for the repair company to order additional parts or obtain the services of skilled repairers. They gain immediate re-use of their printers.
An Upward Trend
Fortunately, during recent years, many business analysts have noticed an increase in FTFR rates within the printing services industry. This statistic bodes well for manufacturers who prize excellent customer service. It suggests fewer customers have had to expend valuable resources waiting for repair services when their printing equipment malfunctions.
Industry experts cite two main reasons for this upturn. On the one hand, printers today rely upon sophisticated software. Many of these programs include diagnostic tools, enabling manufacturers to correct performance problems more easily. Repair services learn in advance about tools or replacement parts required to resolve an issue. Additionally, a growing number of printing equipment manufacturers now offer help lines allowing customers to obtain long distance repair services more readily. Since the FTFR parameter pertains only to actual site visits by repairers, it does not include remote repairs. In many situations, a manufacturing company furnishes useful long distance advice enabling a customer’s staff to fix problems with a printer or copier.
Industry leaders expect cloud-based services will play a more prominent role in providing printer assistance in the future. This trend might elevate FTFRs even further. A repair company possessing the capability to monitor printer performance remotely via cloud-based services may act proactively to alert customers to potential problems. This type of “predictive” service for printer maintenance reduces costs even further.