Aftermarket, Field Service & Service Parts worked example

Remote Resolution Rate at 47% target remote resolution rate: a worked example

Here is what the math looks like when conditions slip. We hold every other input steady and drop target remote resolution rate to 47%, then walk the calculation through step by step. Calculate the percentage of support cases resolved remotely without field dispatch or depot return.

The inputs for this scenario

  • Cases resolved remotely: 690 cases (held at the documented default)
  • Remote-eligible support cases: 1,180 cases (held at the documented default)
  • Target remote resolution rate: 47 % (the input this scenario stresses; the baseline uses 65)

Working through the calculation

  • The calculation starts from the formula this tool documents: Remote resolution rate = cases resolved remotely ÷ remote-eligible cases × 100.
  • Remote resolution rate works out to 58.47 % remote resolution at these inputs, and this is the headline figure for the scenario.
  • Remote resolution gap works out to -11.47 percentage points at these inputs.
  • Cases resolved remotely works out to 690 cases at these inputs.
  • Remote-eligible cases works out to 1,180 cases at these inputs.

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.
  • The practical read: the gap between this scenario and the baseline is entirely attributable to target remote resolution rate, so recovering it is worth quantifying in dollars before considering equipment or staffing changes. It only counts cases you classified as remote-eligible, so a generous or inconsistent eligibility definition can inflate the rate without any real improvement.

Results at a glance

  • Remote resolution rate: 58.47 % remote resolution (headline result)
  • Remote resolution gap: -11.47 percentage points
  • Cases resolved remotely: 690 cases
  • Remote-eligible cases: 1,180 cases

Run it with your numbers

  • To rerun this with your own numbers, open the live Remote Resolution Rate calculator, set target remote resolution rate to your actual value, and adjust the remaining inputs to match your operation.

Last reviewed 2026-05-12.