Field Service Provider Reduces Repeat Trips by 60% and Labor Force by 20%

Client Profile
A leader in providing instrumentation support to the hematology and clinical chemistry fields wanted to improve its field service operations.

Challenge
The company needed to reduce repeat service trips, optimize scheduling, improve training, and right-size its labor force while enhancing the customer experience.

Approach
CapRock performed time observations, ride-alongs with Field Service Representatives, data collection, process reviews, customer feedback analysis, and management input.

Results - Developed a plan for 60% reduction in repeat trips/rework - Implemented a plan for 20% reduction in labor force through improved scheduling and maintenance - Created a continuous cross-training matrix - Revised obsolete systems and best practices - Implemented improved inventory controls to reduce overstock

Key Outcome
Data-driven analysis enabled significant improvements in service efficiency, technician productivity, and cost control.