As a premium equipment provider, one of RATIONAL’s top goals was to improve its service metrics to support a growing customer base. However, the team realized the lack of usable data was holding them back.
Before Aquant, service techs were sent on repair calls without actionable customer and machine information. Because they lacked insights into the problems, they often came to jobs without the correct parts. In practice, the first visit was typically used to diagnose the problem. Techs then needed to leave the site, obtain the parts and return. On average it took two visits to resolve every service call, even if a more experienced tech was on the job.
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RATIONAL Transforms Customer Issue Resolution with Aquant
After only a few weeks of onboarding, the Aquant Service Intelligence Platform delivered measurable results. It pulled together RATIONAL’s free text data and analyzed it through machine learning techniques combined with Natural Language Processing (to understand various ways a single problem is described). In addition, the company brought in their most tenured and technically savvy pros to provide missing info and validate Aquant’s initial findings.
Unlocking Hidden Data and Tribal Knowledge
increase in first time fix rates
Our service organization sought to increase first time fix rate in order to maximize our customers’ uptime. We knew that process improvement could only take us so far towards our goal. We needed artificial intelligence to help us close the knowledge gap across the team.
VP of Service, North America, RATIONAL
RATIONAL is a leading global manufacturer of appliances for commercial kitchens, with more than one million units on the market worldwide. RATIONAL embraces a customer-centric philosophy, which is key to its rapid growth. But RATIONAL’s third party service providers often lacked the knowledge to deliver consistent, exceptional customer experiences.
The RATIONAL service team works with a dispersed service partner ecosystem to repair and replace its equipment, which presented challenges in resolving customer complaints efficiently. Crucial customer and product data lived in silos across teams, companies, and systems, making it difficult for technicians to arrive at customer sites with the right parts and knowledge to fix issues on the first visit. RATIONAL needed a way to unlock those silos and ensure that their technicians were empowered with key information.
increase in first-time fix rates
reduction in parts per job
reduction in parts per job
By leveraging Aquant’s Intelligent Triage, the RATIONAL customer service team has data-driven insights at their fingertips, enabling them to quickly identify the most likely resolution for customer challenges. Agents type in problems as described by customers, and Intelligent Triage identifies the most likely scenario and part (or parts) needed to resolve the situation on the first visit.
Troubleshooting Issues More Effectively
Improving Mission-Critical KPIs
In 18 months, RATIONAL experienced a 28% improvement in first time fix rate and a 41% reduction in parts per job. In addition, they are driving overall costs down and helping the company to reduce warranty costs. Now the entire team is delivering service that is aligned with RATIONAL’s customer-centric values.
VIDEO: Learn about how the Aquant service intelligence platform helped RATIONAL improve their service providers' performance by drastically increasing their first time fix rate.
RATIONAL service partners using Aquant experience:
Better Data Analysis to Improve First Time Fix Rates