Solutions for service and after-sales teams
blankmile helps your team improve remote fix rate and first-time fix rate. Workflows collects the necessary details. Visual Support enables live visual diagnosis and guidance. This helps resolve suitable cases remotely and prepare necessary visits.
The two metrics describe different outcomes. blankmile supports information gathering, diagnosis and guidance along both paths.
How many service cases can be resolved entirely remotely without sending a service technician to the customer? A person at the customer site may help under guidance. What matters is resolving the case without an on-site service visit.
The denominator includes cases resolved remotely and on site.
When a service visit is needed, how many cases are resolved on the first visit? First-time fix rate reflects how well diagnosis, preparation and execution work together.
Cases resolved entirely remotely are excluded from this calculation.
Missing information can prevent remote resolution. When important details only become clear on site, another visit may also be needed.
A description such as “The machine has stopped” may not be enough to prepare. Error messages, equipment condition and previous steps are missing.
Without precise equipment details, it is difficult to assess what is needed. The required part or tool may only become clear during the visit.
The task turns out to be different from what was expected. The team on site needs additional expert support.
An example service process
Your team first assesses whether remote resolution is possible. If an on-site visit is still needed, it uses the information gathered to prepare.
A workflow asks about the equipment, the fault and steps already taken. Customers add photos or videos of the situation.
With Visual Support, your team sees the equipment live. It narrows down the fault and guides suitable steps that the person on site can carry out safely.
If the case cannot be resolved remotely, your team uses the information gathered to plan the right expertise, parts and tools.
If further questions arise during the visit, a remote expert can see the situation live and discuss the next steps.
Record whether the case was resolved remotely or during the first on-site visit. Also capture the reasons for necessary visits and return visits.
Use Visual Support and Workflows independently or together. Choose a starting point that fits your service process.
blankmile Workflows
A guided flow collects technical information, descriptions and media. Your team can assess whether remote resolution is suitable or a visit needs preparation. Customers complete the workflow without joining a live call.
Explore Workflowsblankmile Visual Support
Your expert sees the affected equipment and explains suitable next steps to the person on site. This can avoid a service visit or support a technician during a necessary visit. Participants join in their browser without installing an app.
Explore Visual SupportUse the collected information for diagnosis, visit preparation and documentation. Connections to CRM, ERP or ticketing systems are tailored to your process. blankmile does not replace scheduling or spare-parts logistics.
Explore integrationsLet us discuss a typical service case from your daily work. Together, we can assess where blankmile can support remote resolution and better prepare necessary visits.
Book a demoRemote fix rate measures resolution without an on-site service visit. It may involve several contacts. First-time fix rate refers to the first on-site visit. First contact resolution measures resolution during the first contact, such as a phone call.
Yes, when the fault and the options on site allow remote resolution. Your specialists assess which steps can be carried out safely. Remote diagnosis followed by an on-site service visit does not count as a remote fix.
No. Workflows supports structured information gathering before the visit. Visual Support helps when an expert needs to see the situation live. Start with one product and combine both when needed.
Choose a recurring case where missing details make preparation difficult. Define the information needed and record reasons for return visits. A pilot then helps you assess whether preparation improves.
