Service Intelligence · Industrial manufacturing
Know which engines, engineers and dealers are costing you uptime.
INSIA turns your closed service requests into weekly actions for engineers, dealers, area managers and the service head. Customers hear from you before the breakdown, not after.
- 57
- pre-built service KPIs
- 7 levels
- from engine to product line
- 4 roles
- plus the customer, on WhatsApp
What happened: 1 in 5 breakdown calls needed a second visit.
Why: 2 engineers at Sai Power account for most repeats. Same fuel-system fault.
Impact: ~140 engineer-hours lost this quarter. 3 customers past SLA.
Do next: Pair both with a senior on fuel calls. Stock injector kits at Sai Power.
If ignored: Escalations likely at 2 prime-power sites.
8:10 AMWhich customers are past SLA?
8:22 AMShinde Hospital, Patil Farms, MIDC Unit 7. Sent with call history.
8:22 AMThe cost of seeing it late
Your service network is losing money. The averages hide it.
In a typical OEM service network, cost and revenue don't leak from one place. They leak across six areas at once, inside reports that say everything is on track.
| Leakage area | What's actually happening | Typical at risk |
|---|---|---|
| Repeat failures | The same fault comes back within 30 days. Every second visit is paid for twice and earns nothing. | 0.5% – 1.5% |
| Rework and lost capacity | Engineer hours go into redoing jobs instead of new calls. You hire more when you need fewer repeats. | 0.5% – 1% |
| Slow-tail repairs | Average repair time looks fine. The slowest 10% of breakdowns drive escalations, penalties and lost accounts. | 0.5% – 1% |
| Warranty leakage | Out-of-warranty work booked as warranty. Claims approved without matching the failure to the fix. | 0.5% – 1% |
| Missed service and renewals | Services due but never booked. Contracts lapse at warranty end. Customers move to local mechanics. | 0.5% – 1.5% |
| Parts and delay | Parts aren't stocked where failures happen. Calls wait days for a part that sits in another branch. | 0.5% – 1% |
| Total exposure | Of service revenue. On ₹200 Cr, that is ₹6–14 Cr a year. | 3% – 7% |
Indicative ranges from industry benchmarks. Your diagnostic shows your actual numbers.
Most of this is recoverable if you act on this week's calls. After that, it's a lost customer and a warranty bill.
What it catches
Six service problems your averages hide.
Repeat failures
Same asset, same fault, back within 30 days.
Sent to: Service engineer, DealerChronic assets
A watchlist of machines that keep failing, ranked by downtime.
Sent to: Area Manager, Service HeadThe slowest 10% of repairs
The average repair time looks fine. The breakdowns that anger customers don't.
Sent to: Service HeadRework as lost capacity
Engineer hours spent redoing work, by dealer and by engineer.
Sent to: Dealer, Area ManagerService due, not booked
Machines close to their next service, with no visit planned. Book them before they break.
Sent to: Dealer, CustomerProduct feedback
Failure patterns by model and component, packaged for design and quality teams.
Sent to: Product and QualityWhat your network receives
From the engineer on site to the customer.
Daily actions on WhatsApp. A weekly digest by email for the service head.
Patil Farms, 125 kVA: 3rd visit in 60 days, same fuel fault. Check injector and filter before closing.
Shinde Hospital: Prime-power site. Carry a spare starter relay.
7:45 AMThe last 2 repeat calls on this model were fixed by replacing the injector.
7:45 AMClosed Patil Farms. Injector replaced.
12:10 PMNoted. I'll check this engine again in 30 days.
12:10 PMWhat happened: First-time fix fell to 71%. Network median is 84%.
Why: 4 of 6 repeats are fuel-system calls, handled by 2 engineers.
Impact: ~40 engineer-hours redone this month.
Do next: Pair both with a senior on fuel calls this week.
9:00 AMWhich engineers?
9:14 AMAmit K. and Suresh P. Call list sent to your email.
9:14 AMYour 125 kVA genset at Plot 14 is due for service in about 50 running hours.
10:00 AMBook now to avoid downtime. Reply 1 for Tuesday or 2 for Thursday.
10:00 AM2
10:06 AMBooked for Thursday, 10 AM. Engineer details will follow.
10:06 AMWeek 38: 3 chronic engines, 1 dealer slipping.
Average repair time held. But the slowest 10% of breakdown calls took twice as long as last quarter, mostly waiting on parts in the North.
Three engines at prime-power sites failed 3+ times in 90 days. Sai Power's first-time fix has been below the network median for 4 weeks.
Illustrative examples. Names and figures changed.
Pre-built metrics
57 service KPIs, across every level of your network.
Adjusted for how old your installed base is, so a young fleet and an ageing one are judged fairly.
Engine or asset
Failures by running hours
Repeat visits
Time between failures
Service engineer
First-time fix
Calls per day
Rework hours
Dealer
SLA on breakdowns
Typical and slowest response
Repeat rate
Branch
Backlog age
Reasons for delay
Load per engineer
Customer
Breakdowns per site
Uptime
Service due
Installed base
Age mix
In and out of warranty
Service coverage
Product
Failures by model
Top failing components
Warranty cost
Every KPI, every week
Compared with its own normal and with similar peers.
Best practices, built in
What the best service teams do, sent as the next step.
Every signal comes with the action your strongest dealers and engineers already take.
- Same fault back within 30 days
- Send a senior engineer next time. Fix the root component, not the symptom.
- Engine on the chronic watchlist
- Plan a preventive overhaul before the next breakdown.
- Slowest repairs getting slower
- Fix parts and travel delays before adding engineers.
- Service due soon
- Book the customer before they call with a breakdown.
- Warranty ending on a busy machine
- Offer an annual contract at the last warranty visit.
The diagnostic
Start with your closed service requests.
A 45-minute call with your service head. Then we show you where uptime and engineer hours are leaking, on your own data.
- File 1 Closed service requests
- File 2 Installed base and commissioning dates
- File 3 Engineer and dealer roster
Add later: open requests, parts usage, warranty claims.