A Guide To Smart KPI Tracking For Service Companies Using Remote Visual Assistance

Key metrics every service company should track for optimal data-driven decision making that supports core business objectives.

Determining the Key Performance Indicators (KPIs) that prove your company is meeting business objectives is essential for making smart, intentional business decisions. When onboarding a new system, in this case remote visual assistance technology, companies must establish how the technology should support current KPIs, and then explore the potential for new KPIs that indicate whether their new operating system offers substantial Return on Investment (ROI).

Remote visual assistance offers enormous ROI and delivers measurable cost savings alongside increased employee and customer satisfaction. As service companies adopt remote visual assistance software into standard operations, the results prove that this technology is becoming necessary for long term success.

Examples of the KPIs service companies commonly track that can be improved by remote visual assistance include (but are not limited to): First Time Fix Rate (FTFR), Mean Time to Repair/Service/Install, Contract Attach Rate, Net Promoter Score, and Technician Utilization. Additionally, when using remote visual assistance, companies have new impactful KPIs to track, such as Remote Resolution Rate.

In this guide we explain how remote visual assistance technology supports some of the service industry’s leading KPIs to deliver on ROI. We also offer some new KPIs service companies can use when integrating remote visual assistance into their tech stack.