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McKinley Equipment Corporation: The Road to Service Success

Dispatching technicians in real time and putting critical customer data in their hands

Key Takeaways

Today, McKinley is delivering stellar service consistently and getting more jobs done with the same team of talented technicians. They view first-time-fix rate as the metric for an all-encompassing measure of customer service effectiveness and increased it from 16% to 34%. Read the case study to understand how McKinley addressed the following challenges:

  • Little accountability for proper record keeping
  • Departmentalized (i.e., siloed) data
  • Narrow visibility on service parts
  • Lack of accurate data on key service metrics