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Home Expertises Field Service Management First-Time-Fix
Home Expertises Field Service Management First-Time-Fix

First-Time-Fix

Fix the First Time Fix

Not resolving an issue in one go is a major source of frustration for customers. It also creates unnecessary costs for service organisations, including extra travel distance, incorrectly ordered parts and of course wasted time that could have been spent on other tasks. Discover how Sigmax Connect contributes to a higher First Time Fix.

Fewer not home situations

Our field service solution helps improve First Time Fix by optimising processes. Intelligent planning ensures that an employee with the right skills and the right materials is sent to the job. Clear customer communication, for example through SMS notifications, ensures that the customer knows exactly when the technician will arrive, preventing not home situations. In addition, warranty related questions are handled immediately by giving technicians insight into contractual agreements.

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Happy customers

Even with the best planning tools and communication, it is not always possible to complete the job in one go: the issue may not be found, or the required materials may not be available. This not only has a negative impact on your own planning, but also on the customer experience. With Sigmax Connect, the technician can schedule a follow up appointment with the customer directly from their mobile device. Clear and customer friendly.

How Sigmax Connect contributes to a higher First Time Fix:

  • Is the technician on the way? Thanks to Connect, the customer receives an email or text message with the expected arrival time. This prevents not at home situations.
  • Is the technician unable to resolve the issue? In Connect, they can consult the history, contract information and relevant documentation.
  • Is the technician missing a part? Connect shows the van stock of nearby colleagues.
  • When a job is successfully completed, the customer pays directly at the door.

Discover Connect

Top features for a higher First-Time-Fix:
Communicate with the field service team
Send technicians messages or documents via Connect. Technicians can also receive urgent jobs directly in Connect.
Configurable questionnaires
Add mandatory questions or make them dynamic by using conditional questions. The possibilities are endless.
Direct payment
Allow the customer to pay immediately at the door after the work is completed — directly in Connect and without an external payment terminal.
IoT support
Insight into performance, status and exact location of assets. Automatic alerts in case of malfunctions.
Location tree
When a building contains multiple objects to be serviced, technicians need to know their precise locations. The location tree gives clear insight into all objects and their exact locations within Connect.
Logistics and inventory management
100 percent error free inventory management thanks to the registration of all item movements. Insight into your own warehouse and third party stock (e.g. nearby technicians). Correct stock differences between warehouses and check received goods.
Asset management
In Connect, you can link objects to locations (location tree), view contractual agreements, and modify object properties. Technicians can also add new objects or replace existing ones.
Online customer information
In case of malfunctions outside office hours, it is efficient to have insight into payment arrears, contracts and object history beforehand. This helps the technician decide whether a work order should be created in the ERP or planning system.
Smart notifications
Inform your customers proactively and in real time about the time window of planned work or changes. Customers automatically receive an email, SMS or WhatsApp message with the expected time window.

Follow up appointment if the job cannot be completed

It may happen that a job cannot be successfully completed during the first visit. In Connect, the engineer can schedule a follow up appointment together with the customer straight away. Clear and customer friendly!

Was the job not completed because materials were out of stock? In Connect, the engineer easily records the missing items so they are ordered automatically.

Also aiming for a higher First Time Fix?

We would be happy to get to know your service organisation. Leave your details for a no obligation introductory meeting.

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    Sigmax successful case studies

    Gamko

    Gamko has been a household name in hospitality refrigeration for over 60 years. All production takes place entirely in the Netherlands, with its own factory in Etten Leur. Gamko designs, produces, delivers, installs and maintains its refrigeration systems fully in house. Their 18 field technicians have been working with Connect, the field service solution from Sigmax, since 2019.

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    Saval

    Before, the technicians at fire safety specialist Saval planned their own routes and manually kept track of inspection reports. Now everything is digital thanks to the software solutions from ORTEC and Sigmax Field Service Solutions.

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    Volta Limburg

    With over 60 service technicians, energy supplier Volta Limburg ensures the daily warmth comfort of over 120,000 end customers. In order to move away from all paper forms, they sought software that could facilitate the transition to complete digitization. Sigmax’s field service software proved to be a perfect match.

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    Welzorg

    The more than 80 service engineers at Welzorg repair mobility aids such as rollators, mobility scooters and wheelchairs every day. “Connect enables us to help our customers quickly and in the most efficient way possible,” says Sabine Doets, ICT Manager at Welzorg. Connect also schedules and assigns (emergency) repairs and calculates the most optimal routes for the engineers. The mobile application supports them in carrying out their work on location.

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