# Service and field operations — Radexus

> Your engineers live on the road, the same fault is solved from scratch every time, and the service record is treated as a cost line rather than a revenue instrument.

*Source: https://radexus.com/functions/service/*

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[Where the number lives](https://radexus.com/functions/)  /  Service and field operations

# Service and field operations

Your engineers live on the road, the same fault is solved from scratch every time, and the service record is treated as a cost line rather than a revenue instrument.

- The number: **Visits per fault resolved**
- Or: **first-time fix rate**
- Who owns it: **Service head, field engineering, support**

Visits per fault resolved. Agreed in writing, before anything is built.

## What this looks like from the inside.

If three or more of these are true, there is almost certainly a number here worth chasing.

-   *01*The same fault is diagnosed from first principles by a different engineer every month.
-   *02*A second visit is needed because the right part was not on the first one.
-   *03*Warranty claims cluster in a pattern nobody has tabulated.
-   *04*Contract dates sit in the service system where sales never sees them.
-   *05*An engineer retires and takes the only working knowledge of a product line with him.

## The number we would agree first.

The definition

Visits per fault resolved, or first-time fix rate, computed from service tickets on the resolved installed base. Excluded: preventive maintenance visits and installations.

Why that one

It is the number your service head already argues about, and improving it releases both cost and capacity in the same move.

First meeting, no data from you

An installed base pull-through estimate from your own service records: units placed, consumables expected, consumables actually sold.

## 6 plays that move it.

Each is built from the same nine patterns and reads the same memory. The first is priced as a pilot. Every one after it runs on a memory that already exists.

-   **Service**Service demand model
-   **Service**Service knowledge assistant
-   **Service**Warranty pattern analysis
-   **Service**Uptime against contracted SLA
-   **Service**Field note structuring
-   **Service**Replacement cycle model

## A number in this function we have already moved.

[Success story  /  Medical equipment

### They had sold the instruments and stopped earning from them.

The installed base existed complete only in a service engineer's spreadsheet, and contract renewal dates lived somewhere sales never looked.

Read the success story](https://radexus.com/cases/installed-base/)

## Bring four customer names. We run the first play before we meet.

[Start a discovery](https://radexus.com/start/)[All eight functions](https://radexus.com/functions/)

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