Aquant’s 2024 Report Reveals The Shift Left Strategy Saves Over $4 Million Annually for Service Organizations by Reducing Unnecessary Dispatches

New York, NY (September 17, 2024) — Aquant, a leader in AI-driven service intelligence, has released its latest report, “Unlock Hidden Savings: The Power of Shifting Left in Field Service,” highlighting the impact of the Shift Left Strategy on service operations, specifically for contact center agents and field service workers in the manufacturing industry. The Shift Left strategy—centered on moving service activities closer to the issue’s origin through remote and self-service options, rather than relying on costly field dispatches—has proven to reduce service costs significantly.

Drawing on data from over 100 service operations teams in the manufacturing sector, the report shows that companies investing in personalized AI to implement the Shift Left strategy achieve significant efficiencies, including over $4 million in annual cost savings. These savings come from reducing unnecessary technician dispatches, boosting First-Time Fix Rates, and improving additional critical KPIs.

The Numbers Speak: Top Performers Reap Big Rewards

The report categorizes companies into top, average, and bottom performers, with top performers setting themselves apart through proactive use of personalized AI, which drives superior operational outcomes and cost reductions. Here are some key findings:

• First-Time Fix Rate: Top performers have an 88% first-time fix rate, significantly higher than the median rate of 75%, and the bottom performers at 59%.

• Remote Solve vs. Remote Investigations: Top performers achieve a 75% rate of resolving issues remotely, compared to a median of 54% and a low of 27% among the bottom performers.

• Avoidable Dispatch Potential: Top performers have shrunk avoidable dispatches to just 3%, while the median stands at 8% and the least efficient report 17%.

The Rise of Personalized AI: Meeting the Unique Demands of the Service Industry

Since the emergence of large language models like ChatGPT, there has been a significant surge in interest from companies across all industries to implement generative AI. However, as the market evolves, Gartner predicts that smaller, domain-specific language models will largely replace their larger counterparts. At Aquant, we refer to these tailored models as “personalized AI.” Gartner notes that GenAI products designed with specific use cases and users in mind will outperform more generalized solutions.

Recognizing this and the complexities of the service industry, Assaf Melochna, President and Co-Founder of Aquant, identified a critical gap in the market for such specialized AI tools. “Manufacturing relies on complex machinery, and breakdowns can lead to costly downtime. Field service teams need solutions that enhance human capabilities to troubleshoot intricate machines. Generic AI tools often fall short, delivering one-size-fits-all answers that lack the nuanced understanding of expert service professionals. Only personalized AI, crafted to replicate the unique insights of seasoned experts, can guide workers to the precise solution for each issue, ensuring a customized approach to every service challenge.”

Case Study: Shifting Left Saves One Medical Device Company $3 Million

The report highlights a case study of a leading medical device company that tackled significant operational challenges by implementing Shift Left strategies. Despite the company’s success in developing, manufacturing, and marketing medical devices to hospitals, laboratories, and academic institutions, the company faced frequent equipment downtime, extended resolution times, inconsistent technician training, and a lack of visibility into critical service data, which impacted efficiency and customer satisfaction.

By adopting Shift Left strategies, the company reduced field events by 5% from 2021 to 2023, thanks to improved remote diagnostics and pre-visit troubleshooting. The First Time Fix Rate increased by 3%, enhancing efficiency, cutting costs, and boosting customer satisfaction, while costs associated with failed events dropped by 10%.

These improvements illustrate the significant financial impact of minor adjustments: the 3% boost in First Time Fix Rate alone saved $3 million. A further 1% shift toward early-stage resolutions could save an additional $1.1 million annually, while a 1% increase in remote resolutions could add up to $1.5 million in savings per year, demonstrating the powerful financial and operational benefits of continued optimization.

Aquant’s Four Recommendations To Getting Started 

Commit to a Shift Left approach: Embrace the Shift Left strategy by prioritizing early-stage issue resolution, enhancing remote diagnostics, and reducing the need for on-site interventions.

Organize existing data: Collect and organize the data available in your organization into one place, even if it’s incomplete. It provides a foundation for integrating AI models and uncovering immediate insights.

Invest in personalized AI tools: Select AI solutions tailored to your industry and specific needs. Personalized AI provides targeted guidance, outperforming generic tools in addressing your service challenges.

Capture expert knowledge: Incorporate the expertise of your top service professionals into your AI system to ensure critical, nuanced insights are retained and accessible.