Aftermarket, Field Service & Service Parts worked example

Remote Resolution Rate at 75% target remote resolution rate: a worked example

This scenario runs the remote resolution rate calculation on the strong side: 75% target remote resolution rate, with every other input held at its documented default. a customer support manager needs to measure how many issues are solved remotely before dispatch

The inputs for this scenario

  • Cases resolved remotely: 690 cases (unchanged)
  • Remote-eligible support cases: 1,180 cases (unchanged)
  • Target remote resolution rate: 75 % (raised for this scenario; the documented default is 65)

Working through the calculation

  • Applying the documented formula (Remote resolution rate = cases resolved remotely ÷ remote-eligible cases × 100) to the inputs above produces each figure below.
  • At this operating point the engine returns 58.47 % remote resolution for remote resolution rate, the number this scenario is built around.
  • At this operating point the engine returns 16.53 percentage points for remote resolution gap.
  • At this operating point the engine returns 690 cases for cases resolved remotely.
  • At this operating point the engine returns 1,180 cases for remote-eligible cases.

How this compares with the baseline

  • Against the tool's baseline example, where target remote resolution rate sits at 65% and the headline result is 58.47 % remote resolution, this scenario lands almost exactly on the baseline at 58.47 % remote resolution.
  • Use it in monthly or quarterly service reviews to gauge deflection performance and judge whether remote-support investments are landing. Treat this as a target state: the delta against the baseline quantifies what the improvement is worth before you commit to chasing it.

Results at a glance

  • Remote resolution rate: 58.47 % remote resolution (headline result)
  • Remote resolution gap: 16.53 percentage points
  • Cases resolved remotely: 690 cases
  • Remote-eligible cases: 1,180 cases

Run it with your numbers

  • Every input above is editable in the live Remote Resolution Rate calculator, which recalculates instantly and can be shared with the inputs intact.

Last reviewed 2026-05-12.