What is a truck roll?
A truck roll is when a field technician gets dispatched to a customer or other field agent’s location to solve a problem with an asset. That could mean anything from fixing broken equipment to walking through a difficult installation.
Truck rolls are one of the costliest drains on a service budget. From technicians’ labor and travel time to all the truck operating costs, it adds up quickly—especially when imperfect and incomplete information causes multiple visits per call. Fewer truck rolls save internal costs while improving customers’ trust that your products are reliable.
Common causes and issues with truck rolls
No fault found (NFF) dispatches
NFFs are usually simple problems that can be solved without a technician being called on-site. Unfortunately, many times a technician is called and what was a simple fix has now wasted valuable time and resources.
Low first- time fix rate (FTTR)
FTTR indicates the percentage of service calls where a technician can fix the issue the first time without needing additional expertise, information, or parts. If FTTR is low, the need for multiple visits, cost, and personnel resources increases.
Increasing product complexity
As product complexity increases, so too does the skill and knowledge necessary to maintain, diagnose, and repair it. Truck rolls increase when technicians are unfamiliar with the product or lack the training to fix the problem the first time.
Eliminate the need for truck rolls with remote field service
Reducing truck rolls can dramatically lower costs associated with delivering service. Minimize the need to send techs on-site by diagnosing and resolving issues remotely, optimizing call planning, and enabling end user self-service. PTC’s solutions help customers to achieve:
Up to
Issues resolved remotely
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Software issues resolved remotely
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Success rate for remote service
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Reduction in resolution time
Key strategies to reduce truck rolls
Act on product data before incidents occur, and make truck rolls a thing of the past.
Every service dispatch represents costs to your organization—costs that can be minimized with the right connected product strategy. Monitor and predict problems before they happen; resolve issues remotely; and even empower customers with self-service tools to eliminate time on site.
Enabling self-service
Eliminate no trouble found (NTF) incidents by empowering customers to accurately detect, diagnose, and address issues themselves—without needing to send technicians onsite.
Remote diagnostics
Predictive service
Remote monitoring
Remote visual support
Drive service efficiency and reduce costs
Service parts management
Improve the agility of your service responses and keep excess inventory costs low by ensuring that technicians always have the right parts in the right place at the right time.
From monitoring to actionable insights
Discover how you can build on remote monitoring with predictive analytics capabilities that turn data into actionable insights.
Decrease service costs and increase customer satisfaction
Learn how to leverage IoT to proactively resolve service issues before they require a costly truck roll, or worse—result in downtime.
Optimize service dispatches
Discover how IoT is used to provide key insights ahead of time, so technicians are able to arrive on-site with the right tools and plan to increase first time fix rate.
Remote service case studies
Future of service
Field service is a critical component in a wide variety of industries, involving dispatch of technicians or service personnel to customer locations to resolve service-related concerns. Client demands in the field service industry are increasing, and companies need to respect the power of data to make strategic decisions and invest in value-adding assets to thrive in the future.
Need more information? Check the resources below for more information on our service solutions.