First Time Fix Rate (FTFR)
Description
FTFR is a critical measure of service quality and customer satisfaction. When technicians resolve issues on the first attempt, organizations reduce downtime, minimize travel costs and deliver a better service experience. When they cannot, the impact is immediate – more truck rolls, longer resolution times and increased customer frustration.
Access to accurate, reliable information plays a major role in FTFR. If technicians cannot quickly find the right guidance, troubleshooting steps or specifications, they are far more likely to escalate the issue or schedule a return visit. Fragmented documentation, outdated manuals or hard-to-navigate knowledge bases all reduce FTFR. Structured content management improves FTFR by providing field teams with consistent, searchable and easy-to-access information. Component-based content ensures that updates are correct everywhere and that technicians always see the latest approved procedures.
Example use cases
- Guidance: Equipping field technicians with up-to-date troubleshooting content.
- Diagnostics: Improving on-site diagnostics with intelligent search and structured guidance.
- Efficiency: Reducing repeat visits caused by missing or outdated information.
- Distribution: Delivering role-specific procedures to technicians across regions.
- Support: Supporting remote triage and collaborative problem-solving.
Key benefits
RWS perspective
RWS helps organizations improve FTFR by delivering standardized, up-to-date service information through Tridion. Structured content, intelligent search and controlled versioning give technicians the clarity they need to diagnose and resolve issues on the first visit. This Human + Technology approach reduces return calls, increases service quality and supports global teams with information they can trust.