{"id":517869,"date":"2025-01-07T18:09:51","date_gmt":"2025-01-07T17:09:51","guid":{"rendered":"https:\/\/www.devoteam.com\/expert-view\/how-servicenow-csm-improves-first-time-fix-rates-for-manufacturing\/"},"modified":"2025-06-12T11:02:10","modified_gmt":"2025-06-12T09:02:10","slug":"how-servicenow-csm-improves-first-time-fix-rates-for-manufacturing","status":"publish","type":"expert-view","link":"https:\/\/devoteam.info\/sk\/expert-view\/how-servicenow-csm-improves-first-time-fix-rates-for-manufacturing\/","title":{"rendered":"How ServiceNow CSM improves first-time fix rates for manufacturing equipment"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">In the manufacturing industry, time is money. Every minute of downtime due to equipment failure can translate to significant financial losses. That&#8217;s why maximising first-time fix rates (FTFR) is crucial for maintaining productivity and efficiency. <a href=\"https:\/\/www.servicenow.com\/products\/customer-service-management.html\" target=\"_blank\" rel=\"noreferrer noopener\">ServiceNow Customer Service Management (CSM)<\/a> offers a powerful solution to help manufacturers achieve this goal.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-challenge-of-first-time-fixes-in-manufacturing\"><strong>The challenge of first-time fixes in manufacturing<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Diagnosing and repairing complex manufacturing equipment often requires specialised knowledge, access to the right information, and effective communication between technicians and support teams. Traditional service models can struggle to provide these elements efficiently, leading to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Repeat visits:<\/strong> Technicians may need to return to the site multiple times to gather information, obtain the correct parts, or consult with experts.<\/li>\n\n\n\n<li><strong>Increased downtime:<\/strong> Each repeat visit extends the downtime, impacting production schedules and potentially causing delays for customers.<\/li>\n\n\n\n<li><strong>Higher service costs:<\/strong> Repeat visits increase travel expenses, labour costs, and the overall cost of service.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-servicenow-csm-empowering-first-time-fixes\"><strong>ServiceNow CSM: Empowering first-time fixes<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">ServiceNow CSM provides a comprehensive platform that empowers manufacturers to improve their FTFR by:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Providing technicians with complete information:<\/strong> Give technicians access to detailed equipment history, service manuals, troubleshooting guides, and knowledge articles directly through their mobile devices.<\/li>\n\n\n\n<li><strong>Facilitating real-time collaboration:<\/strong> Enable seamless communication between technicians, support teams, and even equipment manufacturers through chat, video conferencing, and knowledge sharing platforms.<\/li>\n\n\n\n<li><strong>Streamlining workflows:<\/strong> Automate service requests, dispatch technicians efficiently, and track the progress of repairs in real-time.<\/li>\n\n\n\n<li><strong>Leveraging AI and machine learning:<\/strong> Use AI-powered tools to assist with diagnostics, predict potential issues, and recommend solutions.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-examples-of-how-servicenow-csm-improves-ftfr\">Examples of how ServiceNow CSM improves FTFR<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li>A technician arrives on-site with a tablet that provides access to the complete service history of the equipment, including past repairs, known issues, and recommended solutions.<\/li>\n\n\n\n<li>A technician uses the ServiceNow mobile app to initiate a video conference with a remote expert to troubleshoot a complex problem in real-time.<\/li>\n\n\n\n<li>ServiceNow CSM automatically triggers a work order for a preventative maintenance check-up based on sensor data from the equipment, preventing a potential breakdown before it occurs.<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-benefits-of-improved-ftfr\">Benefits of improved FTFR<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">By improving first-time fix rates with ServiceNow CSM, manufacturers can:<\/p>\n\n\n\n<div class=\"wp-block-group alignfull feature-boxes has-global-padding is-layout-constrained wp-container-core-group-is-layout-6c1a73bc wp-block-group-is-layout-constrained\" id=\"benefits\" style=\"margin-top:0px;padding-top:var(--wp--preset--spacing--large);padding-right:0;padding-bottom:var(--wp--preset--spacing--medium);padding-left:0\">\n<div class=\"wp-block-group alignwide is-vertical is-layout-flex wp-container-core-group-is-layout-b99ecfb1 wp-block-group-is-layout-flex\">\n<div class=\"wp-block-columns alignwide is-layout-flex wp-container-core-columns-is-layout-4617f72f wp-block-columns-is-layout-flex\" style=\"margin-top:0px;margin-bottom:0px\">\n<div class=\"wp-block-column is-style-column-box-shadow has-border-color has-gray-light-border-color has-base-background-color has-background is-layout-flow wp-container-core-column-is-layout-79295932 wp-block-column-is-layout-flow\" style=\"border-width:1px;padding-top:var(--wp--preset--spacing--medium);padding-right:var(--wp--preset--spacing--medium);padding-bottom:var(--wp--preset--spacing--medium);padding-left:var(--wp--preset--spacing--medium);box-shadow:var(--wp--preset--shadow--natural)\">\n<figure class=\"wp-block-image size-large is-resized is-style-default wp-duotone-red-devoteam\"><img decoding=\"async\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/screwdriver-wrench-sharp-light-1.svg\" alt=\"\" class=\"wp-image-261647\" style=\"width:40px\"\/><\/figure>\n\n\n\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-container-core-group-is-layout-b56e0895 wp-block-group-is-layout-constrained\">\n<p class=\"wp-block-paragraph\" style=\"font-style:normal;font-weight:600\"><strong><strong><strong>Reduce downtime<\/strong><\/strong><\/strong><\/p>\n\n\n\n<p class=\"has-small-font-size wp-block-paragraph\">Minimise the time equipment spends out of service, maximising productivity and efficiency.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-style-column-box-shadow has-border-color has-gray-light-border-color has-base-background-color has-background is-layout-flow wp-container-core-column-is-layout-79295932 wp-block-column-is-layout-flow\" style=\"border-width:1px;padding-top:var(--wp--preset--spacing--medium);padding-right:var(--wp--preset--spacing--medium);padding-bottom:var(--wp--preset--spacing--medium);padding-left:var(--wp--preset--spacing--medium);box-shadow:var(--wp--preset--shadow--natural)\">\n<figure class=\"wp-block-image size-full is-resized is-style-default wp-duotone-red-devoteam\"><img decoding=\"async\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/badge-percent-light.svg\" alt=\"\" class=\"wp-image-244828\" style=\"width:40px\"\/><\/figure>\n\n\n\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-container-core-group-is-layout-b56e0895 wp-block-group-is-layout-constrained\">\n<p class=\"wp-block-paragraph\" style=\"font-style:normal;font-weight:600\"><strong><strong><strong>Lower service costs<\/strong><\/strong><\/strong><\/p>\n\n\n\n<p class=\"has-small-font-size wp-block-paragraph\">Reduce the need for repeat visits, saving on travel expenses and labour costs.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-style-column-box-shadow has-border-color has-gray-light-border-color has-base-background-color has-background is-layout-flow wp-container-core-column-is-layout-79295932 wp-block-column-is-layout-flow\" style=\"border-width:1px;padding-top:var(--wp--preset--spacing--medium);padding-right:var(--wp--preset--spacing--medium);padding-bottom:var(--wp--preset--spacing--medium);padding-left:var(--wp--preset--spacing--medium);box-shadow:var(--wp--preset--shadow--natural)\">\n<figure class=\"wp-block-image size-large is-resized is-style-default wp-duotone-red-devoteam\"><img decoding=\"async\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/medal-sharp-light-1.svg\" alt=\"\" class=\"wp-image-262187\" style=\"width:40px\"\/><\/figure>\n\n\n\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-container-core-group-is-layout-b56e0895 wp-block-group-is-layout-constrained\">\n<p class=\"wp-block-paragraph\" style=\"font-style:normal;font-weight:600\"><strong><strong><strong>Enhance customer satisfaction<\/strong><\/strong><\/strong><\/p>\n\n\n\n<p class=\"has-small-font-size wp-block-paragraph\">Provide faster and more effective service, improving customer satisfaction and building stronger relationships.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-style-column-box-shadow has-border-color has-gray-light-border-color has-base-background-color has-background is-layout-flow wp-container-core-column-is-layout-79295932 wp-block-column-is-layout-flow\" style=\"border-width:1px;padding-top:var(--wp--preset--spacing--medium);padding-right:var(--wp--preset--spacing--medium);padding-bottom:var(--wp--preset--spacing--medium);padding-left:var(--wp--preset--spacing--medium);box-shadow:var(--wp--preset--shadow--natural)\">\n<figure class=\"wp-block-image size-large is-resized is-style-default wp-duotone-red-devoteam\"><img decoding=\"async\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/rocket-launch-light.svg\" alt=\"\" class=\"wp-image-244125\" style=\"width:40px\"\/><\/figure>\n\n\n\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-container-core-group-is-layout-b56e0895 wp-block-group-is-layout-constrained\">\n<p class=\"wp-block-paragraph\" style=\"font-style:normal;font-weight:600\"><strong><strong><strong>Gain a competitive advantage<\/strong><\/strong><\/strong><\/p>\n\n\n\n<p class=\"has-small-font-size wp-block-paragraph\">Efficient service delivery can be a key differentiator in a competitive market.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-conclusion\">Conclusion<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">ServiceNow CSM is a valuable tool for manufacturers looking to improve their first-time fix rates and optimise their field service operations. By empowering technicians with the right information, facilitating collaboration, and streamlining workflows, ServiceNow CSM helps manufacturers deliver faster, more effective service, minimising downtime and maximising customer satisfaction.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-primary-color has-alpha-channel-opacity has-primary-background-color has-background is-style-dots\"\/>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><strong><strong><strong><strong>Ready to improve your first-time fix rates and optimise your field service operations with ServiceNow CSM?<\/strong><\/strong><\/strong><\/strong><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/devoteam.info\/get-in-touch\/\" target=\"_blank\" rel=\"noreferrer noopener\">Contact Devoteam<\/a>, the #1 ServiceNow partner in EMEA, to learn how we can help you implement and customise ServiceNow CSM for your manufacturing business.<br><br>Achieving this level of personalisation is a powerful objective. For businesses ready to take the next step, discover how our <a href=\"https:\/\/devoteam.info\/servicenow\/customer-workflows\/csm-quickstart-by-devoteam-powered-by-servicenow\/\">CSM Quickstart package can help you deploy ServiceNow\u2019s powerful capabilities<\/a> within a fixed timeframe and budget.<\/p>\n\n\n\n<div class=\"wp-block-columns alignfull has-secondary-background-color has-background is-layout-flex wp-container-core-columns-is-layout-c6f3fcac wp-block-columns-is-layout-flex\" style=\"margin-top:var(--wp--preset--spacing--medium);margin-bottom:var(--wp--preset--spacing--medium);padding-bottom:var(--wp--preset--spacing--x-small);padding-left:var(--wp--preset--spacing--small)\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-container-core-column-is-layout-969dc29d wp-block-column-is-layout-flow\" style=\"padding-top:0;padding-right:0;padding-bottom:0;padding-left:0;flex-basis:100%\">\n<div class=\"wp-block-cover is-light\" style=\"padding-right:0;padding-left:0\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-secondary-background-color has-background-dim-100 has-background-dim\"><\/span><div class=\"wp-block-cover__inner-container has-global-padding is-layout-constrained wp-container-core-cover-is-layout-2efe2b56 wp-block-cover-is-layout-constrained\">\n<figure class=\"wp-block-image size-large is-resized\" style=\"margin-top:0;margin-right:0;margin-bottom:0;margin-left:0\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"729\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/5-steps-to-implement_mockup-1-1024x729.png\" alt=\"\" class=\"wp-image-464906\" style=\"width:490px;height:auto\" srcset=\"https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/5-steps-to-implement_mockup-1-1024x729.png 1024w, https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/5-steps-to-implement_mockup-1-300x213.png 300w, https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/5-steps-to-implement_mockup-1-768x546.png 768w, https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/5-steps-to-implement_mockup-1-1536x1093.png 1536w, https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/5-steps-to-implement_mockup-1.png 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-stretch is-layout-flow wp-block-column-is-layout-flow\" style=\"padding-right:0;padding-left:0;flex-basis:90%\">\n<div class=\"wp-block-group has-main-color has-text-color has-link-color wp-elements-1 is-layout-flow wp-container-core-group-is-layout-a34a34fd wp-block-group-is-layout-flow\" style=\"margin-top:0;margin-bottom:0;padding-top:var(--wp--preset--spacing--large);padding-right:0;padding-bottom:var(--wp--preset--spacing--medium);padding-left:var(--wp--preset--spacing--medium)\">\n<p class=\"has-text-align-left has-main-color has-text-color has-medium-font-size wp-container-content-42c95ffb wp-block-paragraph\"><strong>Want to learn more about ServiceNow CSM and how to implement it?<\/strong><\/p>\n\n\n\n<div class=\"wp-block-group is-vertical is-content-justification-left is-layout-flex wp-container-core-group-is-layout-0db67aad wp-block-group-is-layout-flex\" style=\"min-height:0px;padding-top:var(--wp--preset--spacing--medium);padding-bottom:var(--wp--preset--spacing--medium)\">\n<p class=\"has-text-align-left has-main-color has-text-color has-link-color has-base-font-size wp-elements-2 wp-block-paragraph\">Download our free ebook, &#8220;<em>5 steps to implement ServiceNow CSM successfully<\/em>&#8220;, to discover actionable strategies and best practices.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-left is-layout-flex wp-container-core-buttons-is-layout-5446dffb wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/devoteam.info\/ebook\/5-steps-to-implement-servicenow-csm-successfully\/\">Download<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>In the manufacturing industry, time is money. Every minute of downtime due to equipment failure can translate to significant financial losses. That&#8217;s why maximising first-time fix rates (FTFR) is crucial for maintaining productivity and efficiency. ServiceNow Customer Service Management (CSM) offers a powerful solution to help manufacturers achieve this goal. The challenge of first-time fixes [&hellip;]<\/p>\n","protected":false},"featured_media":517872,"template":"","categories":[2884,2645],"tags":[],"industry":[2651],"class_list":["post-517869","expert-view","type-expert-view","status-publish","has-post-thumbnail","hentry","category-customer-workflows-sk","category-servicenow-sk","industry-manufacturing-industrial-activities-sk"],"acf":[],"cards":"\n\t<div class=\"single-post-card\">\n\n\t\t<figure class=\"wp-block-post-featured-image\"><a href=\"https:\/\/devoteam.info\/sk\/expert-view\/how-servicenow-csm-improves-first-time-fix-rates-for-manufacturing\/\" target=\"_self\" ><img width=\"1920\" height=\"1080\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/How-ServiceNow-CSM-improves-first-time-fix-rates-for-manufacturing-equipment.jpg\" class=\"attachment-post-thumbnail size-post-thumbnail wp-post-image\" alt=\"How ServiceNow CSM improves first-time fix rates for manufacturing equipment\" style=\"aspect-ratio:4\/3;width:100%;object-fit:cover;\" decoding=\"async\" loading=\"lazy\" srcset=\"https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/How-ServiceNow-CSM-improves-first-time-fix-rates-for-manufacturing-equipment.jpg 1920w, https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/How-ServiceNow-CSM-improves-first-time-fix-rates-for-manufacturing-equipment-300x169.jpg 300w, https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/How-ServiceNow-CSM-improves-first-time-fix-rates-for-manufacturing-equipment-1024x576.jpg 1024w, https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/How-ServiceNow-CSM-improves-first-time-fix-rates-for-manufacturing-equipment-768x432.jpg 768w, https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/How-ServiceNow-CSM-improves-first-time-fix-rates-for-manufacturing-equipment-1536x864.jpg 1536w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/a><\/figure>\n\n\t\t\n\t\t<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-43282307 wp-block-group-is-layout-flex\">\n\t<p style=\"font-style:normal;font-weight:700\" class=\"has-link-color wp-elements-4 wp-block-lp-post-type has-text-color has-primary-color has-small-font-size\">Expert View<\/p>\n\n\t\t\n\t\t<h3 style=\"font-style:normal;font-weight:400\" class=\"wp-block-post-title has-base-font-size\"><a href=\"https:\/\/devoteam.info\/sk\/expert-view\/how-servicenow-csm-improves-first-time-fix-rates-for-manufacturing\/\" target=\"_self\" >How ServiceNow CSM improves first-time fix rates for manufacturing equipment<\/a><\/h3><\/div>\n\t\t\n\t<\/div>\n\n","yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How ServiceNow CSM improves first-time fix rates for manufacturing equipment | Devoteam<\/title>\n<meta name=\"description\" content=\"Discover how ServiceNow CSM can help manufacturers maximise their 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