Raising All Ships: How WD Matthews Hit an 89% First-Time Fix Rate

Welcome back to TInnacity Talks, where real people share real stories about the mobile field service industry! In this episode, host Katie Duvall sits down with Jim Chaousis, General Parts & Service Manager at W.D. Matthews Machinery Co.With over 80 years of legacy in material handling and construction equipment, Jim shares how W.D. Matthews threw out the manual guesswork and embraced a tech-centric solution to future-proof their operations.In this episode, we discuss:Moving from multi-part paper forms to an all-in-one digital platform.Capturing "tribal knowledge" from legacy technicians to onboard a new generation of mechanics.Streamlining the parts request and quoting processes to drastically improve first-time fix rates to 89%.Leveraging automated time-capture and operational transparency to drive accountability and employee incentives.Real-world crisis management: Keeping 50+ field techs moving seamlessly even when an office power outage shuts down the internet.Jim also opens up about his journey from working on a family farm in Maine, serving in the U.S. Marine Corps on heavy transport helicopters, to managing high-performing service teams today.Connect with Us:Learn more about W.D. Matthews Machinery Co.: ⁠www.wdmatthews.com⁠Discover the TInnacity platform built for techs: ⁠www.tinnacity.com⁠Don't forget to follow the podcast, leave a review, and keep your momentum strong. Stay tenacious!