Time Is Of The Essence On Service Calls – Don't Let Tool And Equipment Issues Slow You Down

Optimizing the total time spent at job sites leads to more satisfied customers and more productive technicians, which makes eliminating any wasted time critical. But where to begin?

Certain areas of field operations tend to present more time-saving opportunities than others, and one at or near the top of the list is efficient tool management. Proactive, ongoing management of the full arsenal of tools that technicians use to do their jobs, both physical and digital, helps ensure that they are properly equipped to do their best work.

As we get into 2025, we know many companies have room for improvement in this important area. Four in ten (40%) of all field services teams report work stoppages or return visits due to tool and equipment-related problems.1 In a process with so many variables beyond planners’ control – such as weather, traffic, or miscommunication – managing the use, storage, return, and real-time availability of all tools and equipment is very manageable and can deliver better-than-expected results. In this article we will share some strategies that can help drive improvement in this area by reducing costly delays and repeat visits.

Key Focus Areas

Effective tool management strategies revolve around two main priorities – ongoing maintenance and tool inventory management. In both areas, the best field managers are deploying new technologies that can automate and streamline certain time-sensitive aspects of the process, for example implementing predictive maintenance or tool-tracking solutions that can prevent unpleasant surprises and keep the train running on time. If that doesn’t catch your attention maybe this will – investing in these types of solutions can cut total maintenance costs by up to 40%, and total wasted time by 10% to 25%.

  • Priority #1: Systematic Maintenance. Field operators who manage these assets well often take a two-pronged approach to help ensure that they are always in good working order. They perform preventive maintenance and regular check-ups that help reduce downtime, and they are increasingly deploying more digital solutions, such as predictive maintenance and tool tagging, that can drive efficiency and lower costs.

    Predictive maintenance tools that use AI and can connect through IoT technologies help companies set recurring service dates and alerts, identify issues early, and remove significant costs and downtime from their processes. Companies currently using predictive maintenance solutions, for example, lower their overall costs by 25% more than preventive actions, and many have reduced their unplanned downtime – which costs as much as $260,000 per hour – by as much as 40%.




    Predictive maintenance tools also have the built-in ability to track and organize data, and to automatically archive it for future reference. This is a key piece in the puzzle for companies looking to improve their service calls as the insights and patterns observed help inform future decisions. As Winston Churchill famously said, “those that fail to learn from history are doomed to repeat it.” Tracking the maintenance history and usage of all equipment is essential and can deliver many benefits, including extending the life of some equipment that previously might have been discarded and replaced. Tracking tool lifecycles also helps manage inventories more efficiently and helps cut down on unnecessary rentals as alternatives.

  • Priority #2: Proactive Inventory Management. The second plank in an effective tool management strategy is continuous, proactive tool inventory management, which gives all stakeholders visibility into status and updates and helps avoid errors and conflicts that can steal time. This is where implementing tool tracking strategies can pay big dividends, in large part by establishing protocols and accountability around the storage, use, return, and availability of all tools and equipment. Features like QR and barcode tagging and digital check-in/check-out logs help keep inventory in check, prevent overstocking issues, and minimize both misuse and the need for costly replacements or rentals.

    The mobile nature of field services also behooves companies to take advantage of real-time tool-tracking technologies, such as GPS and IoT-enabled systems that allow technicians to see what pieces of equipment are in use, and to pivot if necessary. One-third of the companies (32%) that deploy these advanced tools report positive returns on their investment within six months of implementing them.

Time Well Spent

Field services managers are like maestros conducting an orchestra. The myriad variables involved make mistakes inevitable, but the tools that are available can help them find more harmony. As field service managers look for ways to both drive value and be more efficient with their service calls, committing to better tool management – and taking advantage of the growing number of technologies and solutions that can facilitate better oversight – can reduce wasted time, boost technician efficiency and productivity, and encourage increased collaboration and communication. In other words, what are you waiting for? It starts with a call to TBM where we can help get your team playing from the same sheet music quickly.

1IFS State of Service 2023 (www.ifs.com)