Case Study: RATIONAL achieves 21% higher first-time fix rate and 34% fewer parts per job with Aquant

Rational Transforms Service Provider Performance With Aquant

RATIONAL, a leading global manufacturer of commercial kitchen appliances, faced inconsistent field service from a dispersed network of third‑party partners because crucial customer and product data lived in silos—technicians often arrived without the right parts or context. To close that knowledge gap, RATIONAL implemented Aquant’s Service Intelligence Platform, including its Intelligent Triage capability, to surface actionable insights from fragmented service records.

Aquant used machine learning and NLP to unlock free‑text data, validated by RATIONAL’s most experienced technicians, so agents could identify likely causes and required parts before dispatch. Within weeks of onboarding and over an 18‑month period, RATIONAL saw a 21% increase in first‑time fix rates and a 34% reduction in parts per job, driving down costs and warranty spend while improving overall service consistency.

Rational

Sidney Lara

Vice President