Measuring the ROI and cost savings for the organization at large is extremely important to establish the true business and financial value of visual assistance. Establish your metrics early on, and be sure that they take into consideration any additional avoiding costs visual assistance might impact.
Calculating ROI for Visual Assistance: Strategies from Industry Leaders
Author:
SightCall
Why ROI Matters
Get the Whole Picture
Visual assistance is commonly evaluated by measuring how many technical issues are solved remotely without an in-person visit. To determine the full benefit, however, means factoring in all the related cost savings of eliminating a truck roll including the hourly rate of technicians, mileage, fuel used, and the cost and maintenance of repair vehicles.
Fewer truck rolls might also decrease the risk of fines or safety issues, so include that as well. You should also plan on measuring value through new revenue. Are you winning more business as a result of using visual assistance?
Manufacturing leader Koenig & Bauer is solving up to 80% of service cases with remote maintenance.
Looking Deeper at Increased Efficiency
Visual assistance produces value not only by solving problems remotely but also by making necessary in-person repairs and inspections more efficient by ensuring the right person and parts are deployed to fix the problem in the least amount of time possible.
Determining the value of remote support should also include information on first-time fix rates and how often additional or unneeded parts are ordered (parts wastage).
Since deploying SightCall Fike has seen a 90% reduction in travel costs and a 70% decrease in customer response times.
Make sure your KPIs fit with visual assistance (Think through your workflows)
Because using visual assistance redefines common workflows, calculating the benefits sometimes requires a shift in how to define efficiency for agents, technicians, and their processes. Focusing on a single measurement of success such as average resolution time might skew your calculations.
For example, in a Customer Service call center, adding remote visual assistance technology might increase the length of calls but decrease the number of repeat issues and product returns. Using live video to solve problems might take longer for agents but result in cost savings from reduced travel, parts wastage, and product returns.
One of the most powerful tools you have in calculating and promoting the value of visual assistance is to talk directly to your end-users. This will give you insights into KPIs that reflect customer satisfaction and loyalty.
Partner With Experts in Success
At SightCall, our years of experience at the forefront of remote visual assistance has given us insights into how to capture a complete picture of the ways our clients and their customers benefit from implementing remote visual support. We recommend considering these success metrics to ensure a full view of the value of your digital transformation.
Customer Success Stories
Use Case: Core Health & Fitness deployed live video support for the repair, troubleshooting and maintenance of their portfolio of world-class fitness equipment including Star Trac, StairMaster, Nautilus, and Schwinn.
ROI: A successful trial between the companies demonstrated that the use of SightCall resulted in a 55% first time fix success rate, removing the need for an onsite technician.
Use Case: Allianz deployed SightCall to allow adjusters to perform live video assessments of claims damage and for technicians and craftsmen to collaborate on claims and fix damage more efficiently than ever before.
ROI: In less than a year of using SightCall, Allianz was able to process over 100,000 remote video claims and save their adjusters from driving over 6.3 million kilometers in unnecessary travel. Customer satisfaction increased while time to resolve claims and perform repairs decreased.
Use Case: Fike has leveraged SightCall to eliminate unnecessary truck rolls and more easily schedule and prepare necessary site visits. Customers also love the access to the data they need.
ROI: Since deploying SightCall, Fike has seen a 90% reduction in travel costs and a 70% decrease in customer response times. Remote field service with SightCall has also helped Fike in shortening the time to train new technicians.
Use Case: 1 True Health’s uses SightCall to offer patients AR- and AI-powered video call sessions within the company’s existing Salesforce Health Cloud customer relationship management (CRM) system.
ROI : Increased patient access, with the goal of reaching tens of thousands of patients per month with 24/7 accessibility by the end of 2021.
Use Case: Respiratory therapists use SightCall to help patients set-up machines as well as check on their readings during follow-up telehealth appointments
ROI: Over 15,000 travel miles saved weekly. Therapists are able to help more patients resulting in more access for less costs.
Use Case: Conducting telehealth appointments within the Salesforce Health Cloud system
ROI: Increased telehealth sessions from 80 to 8,000 per month, increasing patient access and safety
