Truck Rolls Are Expensive.pdf

A "truck roll" refers to a company resource, often a technician, being dispatched to a customer's location, which is common in service-related industries. Despite the human connection, organizations view truck rolls negatively due to their high costs, with the average cost ranging from $150 to $600 per dispatch, and potentially reaching up to $1,000. The costs can be broken down into labor costs, including technician wages, insurance, and tools, and vehicle costs, such as fuel, maintenance, and depreciation.

To calculate the actual cost of a truck roll, companies should consider factors like base pay, federal and state unemployment, social security, licensing, uniforms, and insurance. Additionally, opportunity costs, wasted time with no-fault-found dispatches, machine downtime, and churn should be taken into account. No-fault-found dispatches can waste up to 17-20% of company time and resources, while machine downtime can result in revenue loss.

Churn is also a significant risk, with 25% of service calls requiring follow-up visits, and 39% of Americans canceling contracts due to poor customer service. To reduce truck roll costs and inefficiencies, service companies must find alternative solutions for technician dispatches. By understanding the true costs of truck rolls, organizations can identify areas for improvement and implement new approaches to minimize waste and optimize resource allocation.