Costly Non-Chargeable Return Visits


Have you ever considered how many non-chargeable return visits your Business encounters every month?


The industry average (according to Ashrae in 2019) for larger M&E contractors is 5-10 calls every month. That’s a big chunk of all your work you undertake is not chargeable to a client. That’s a large number and is very costly. So lets examine why that is.


Full/Part Comprehensive Contract Response Times


Due to the ongoing skilled labour shortage, often times a less experienced, junior technician or even a non-specific one is sent to site, because of the contact response time requirement. That could mean a plumber turning up to look at an Air Conditioning issue!


Often the first person that responds, is only able to notify the issue but requests a second return call by required an experienced or specific tech type, i.e. (boiler, a/c, electrician etc.) type technician is required to identify the specific issue and any spare parts.


So far that's taken 2 people to go to site. This will probably need another 3rd site visit to fit any spare parts identified on the 2nd call.


To make matters worse, (again according to Ashrae) 30% of all calls identify the wrong spare part – meaning a 20% restocking charge to the contractor, plus potentially another return visit to fit the correct spare part.


Of course that doesn’t happen every day but it does happen 30% of the time.


How much does that cost an average M&E Contractor?


Junior Technician Hourly Cost Rate (assuming 25K p/a) £16

Senior Qualified Technician Cost Rate (assuming 45K p/a) £28


Assumption 1.


1st Junior tech visit, based on 1 hour on site an 2 hour return journey inc mileage = £55

2nd Senior Tech visit (no parts required) based on 2 hours on site an 2 hour return journey = £110


Total £165 x 5 Non Chargeable visits/month = £825 each month


Assumption 2.


1st Junior tech visit, based on 1 hour on site an 2 hour return journey inc mileage = £55

2nd Senior Tech visit (parts required) based on 2 hours on site an 2 hour return journey = £110

3rd Senior Tech visit to fit parts required based on 2 hours on site an 2 hour return journey = £110

Plus Cost of Parts (assume £250)


Total £300 x 5 Non Chargeable visits/month = £1,500 each month


N.B. This could be even worse if the wrong part has been identified and then there is a 20% restocking charge and a further 4th visit is required.


Agreed there are many assumptions, but the fact remains that every month contractors are incurring heavy costs that are not chargeable.


Of course non comprehensive contracts means the customer incurs these costs, which will then bring into question the contractors ability to do the work and respond/fix on the 1st/2nd visit!


How can you stop that happening month after month?


The XOi Vision Live system allows your techs and customers to virtually connect and collaborate in real-time for faster training and problem resolution direct from the field. The app allows you to access a virtual, interactive environment from your team’s and customers’ existing smart devices, enabling:


81% Improved First Time Fix Rate

69% Decrease in Resolution Time

50% Reduced 2nd Tech Visits

41% Decreased Tech Training Time

30% Increased Customer Satisfaction


Customers can share live actual site issues enabling contractors to triage the site issue before despatching the correct technician and any spares needed.


If you click on the image below it will play a short video which describes what the software does in more detail.



Any contractor can instantly see improvements, cost reductions and improvements by embracing the latest technology


Key differentiators between this and Field Management Software.


  • Unique Vison Live 2-way Video support.

  • Direct Connections with Spare Parts suppliers from Tech Workflows, thereby removing re-stocking charges.

  • Field techs have remote Access by to Cloud based job history, and 200,000 + O&M's, "How to Videos", Diagrams. including, installation and maintenance procedures thereby reducing warranty claims.

​The Vision Live system allows your techs and customers to virtually connect and collaborate in real-time for faster training and problem resolution direct from the field.


Customers can share live actual site issues enabling contractors to Triage the site issue before despatching the correct technician and any spares needed.


This is not Field management Software - Our software can operate independently or integrate with your existing job management systems. For a full list of features click here ​ ​


Facetime and WhatsApp simply aren't good enough when communicating with technicians and customers with live site issues and recording and keeping a record and are difficult to attach to a written report.


Wrongly ordered spares are a hidden and rarely accounted cost. Re-stocking charges costs M&E Business around £1,500/Month. Our software removes that by linking the spare parts supplier directly with the technician to validate and check the correct spares have been requested. That's a big saving.


Our software will pay for itself within the first 60 days


Why not discuss your current challenges and how a 60-day trial can get you back on track? Simply fill in the form and one of our team will be in touch.


https://xoi.io/smart-future-tech-commercial/

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