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In today’s facility operations, increasing operational efficiency requires the most powerful lever available: workforce productivity benchmarks. Metrics such as First-Time Fix Rate (FTFR), technician utilization, and repeat visit reduction directly influence cost and performance.
Customer data shows that labor costs can account for up to 80% of operating budgets. With nearly 50% of skilled professionals expected to retire within 15 years, organizations must find smarter ways to maintain service levels. Industry benchmarks show that FTFR above 80% is ideal, yet many teams fall short due to poor diagnostics and misaligned dispatching.
Technician utilization measures how much time a technician spends on productive, billable work. A higher utilization means better ROI on labor costs and faster service delivery. However, fragmented tools and lack of real-time visibility can result in inefficient scheduling and increase in idle time. Repeat visits increase labor costs, delay resolution, and erode customer trust. Incomplete job context, missing parts and poor documentation are key challenges that impact technician preparedness.
Willow drives workforce productivity and helps improve key KPIs by addressing common operational challenges. Powered by a knowledge graph that unifies IT and OT systems, Willow guarantees a single, accurate asset representation across both BMS and CMMS platforms. There are five features worth calling out individually that boost productivity. Prioritizing actionable alerts and empowering teams with diagnostics enables fast root cause resolution. Creating accountability for unsuccessfully actioned work orders reduces repeat visits. Consistently documenting problem resolution and grouping nearby work orders optimizes efficiency. Let’s take a closer look:
When notifications pile up, understanding which ones truly move the needle is essential. Willow addresses this with a concept called impact score. This metric is expressed as Avoidable Cost for each insight. As a result, facility teams can compare all active insights and prioritize action for insights with the greatest cost savings potential. This process drives clarity in converting avoidable cost into realized cost by taking action on issues that matter most.
Willow empowers technicians and facility teams by providing clear problem descriptions, detailed pass/fail diagnostics, and actionable recommendations. When work orders are generated from insights, these details carry over. With an understanding up front of both successful and failing diagnostics, technicians can speed up the process of identifying the root cause and taking corrective actions. This level of detail in work orders helps technicians reduce guesswork and avoid repeat visits by resolving problems efficiently on the first service call. With streamlined troubleshooting and informed decision-making, Willow helps improve FTFR, which reduces equipment downtime and has a measurable impact on operational efficiency.
A key challenge with FTFR and reducing repeat visits is knowing if the actual issue got addressed when a technician closes a work order. Willow provides that clarity with a KPI that tracks work orders that were unsuccessfully actioned. Did the insight actually get resolved when the work order was closed? Willow provides visibility into the number of insights that remain unsuccessfully actioned and the accruing cost impact. Facility teams can get details and take specific action to review and mitigate.
Customers share that a common challenge with work order completion is adding detailed closing comments about how the issue was resolved. When documented consistently, this information can be leveraged to inform resolution of future occurrences. With Willow Copilot, technicians can auto-generate closing comments based on the conversation they had to troubleshoot, root cause and resolve problems. The Actions feature in Willow Copilot streamlines the administrative task of adding cause and comments into a work order and closing it. In case of future occurrences, work order history on an asset provides troubleshooting guidance for fast problem resolution.
In sprawling facilities like airports, hospitals, and university campuses, technicians often lose significant time traveling to the location of the asset to repair. When each work order is assigned and worked on individually, operational inefficiencies occur with sending multiple technicians to work on assets in nearby locations. The Map Viewer feature in Willow allows for visualization of other assets nearby that have active insights. Workflow coordinators on facility teams can then combine these and assign them to a single technician, hence saving multiple trips.
Willow transforms workforce productivity by addressing key challenges as discussed above. Teams can prioritize actionable insights and avoid drowning in notifications. Technicians are empowered with detailed diagnostics ahead of a visit, which lets them root cause efficiently and resolve issues swiftly. This reduces downtime and improves FTFR. Visibility into unsuccessfully actioned insights reduces repeat visits. Willow Copilot ensures consistent documentation of problem resolution, enabling organizations to mine content that informs future incidents. Technicians optimize travel time with combined work orders for nearby equipment.
Ultimately, Willow delivers clarity, efficiency, and cost savings, helping facility teams improve workforce productivity. Organization feel empowered to make informed decisions, reduce downtime, and elevate service quality across complex operations.