Your SlideShare is downloading. ×
0
THE BRAINLAB
SERVICE CLOUD
Björn Carstensen
Director Customer Support
GOAL OF THIS PRESENTATION
• Provide high level overview of Brainlab Service Cloud
• Stimulate and trigger ideas
• Give ins...
COMPANY
INTRODUCTION
COMPANY KEY FACTS AND FIGURES
1100 220200
3,00020,000 35 3/16
KPI
CRITICAL
SUCCESS
FACTORS
PROCESS
Enforce
Utilization
Design Efficient
Processes
Measure
Performance
4/16
DESIGN – ENFO...
PROCESS
THE BRAINLAB SERVICE CLOUD
KPI
CRITICAL
SUCCESS
FACTORS
PROCESS
GOALS OF THE SERVICE CLOUD
IMPROVE CUSTOMER MANGEMENT
• Transparency
• 360° Customer View
• Engineer Work List
• Faster Pr...
CUSTOMER
SURVEY
SPARE PART
ORDERING
COMPLAINT
HANDLING
SERVICE CLOUD STRUCTURE
6/16
FIELD
SERVICE
REPORTING
CASE
MANGEMENT
MILESTONES
7/16
December ’10
Go-live Service
Cloud
Master Data
Integration with SAP
July ’11
Fully automated
service proce...
CASE MANAGEMENT
8/16
ESZZ
• Case is central object
• 1Case = 1 Customer Request
• Case Comments document service activitie...
FIELD SERVICE REPORTING
9/16
ESZZ
• Planned Service
• SAP Service Order eFSR in SFDC assigned
to engineer
• Engineer adds ...
COMPLAINT HANDLING
10/16
ESZZ
• Mandatory for Medical Device Manufacturers
• Full integration with Case Management
• All C...
SPARE PART ORDERING
11/16
ESZZ
• No Case  No Spare Part
• Approval process depending on part value
• SAP material master ...
CUSTOMER SURVEY
12/16
ESZZ
• Service survey send after each closed Case
• We consider your problem solved…do you agree?
• ...
ESCALATION MANGEMENT
13/16
ESZZ
• Event Timing Scale (ETS) = Case Criticality
• ETS defines resolution deadline
• Technica...
CRITICAL SUCCESS
FACTORS
KPI
CRITICAL
SUCCESS
FACTORS
PROCESS
Success Factors
14/16
• Triple C Follow-up: Consistent + Continuous +
Consequent
• Management buy-in for escalation proced...
Challenges
15/16
• Case vs. Personal Communciation
• Manager Case follow-up
• Lack of trust vs. Process control?
• 3rd par...
ACTIONABLE KPI’s
KPI
CRITICAL
SUCCESS
FACTORS
PROCESS
ACTIONABLE KPI‘s
• Focus on primary KPI‘s
• Regular publishing
• Easy to understand
• Incentivize Employees
Speed + Qualit...
FIELD
SERVICE
REPORTING
CASE
MANGEMENT
SPARE PART
ORDERING
CUSTOMER
SURVEY
COMPLAINT
HANDLING
14/14
QUESTIONS?
Arlanis Reply - Die Service Cloud im Einsatz: Support und Service in der Medizintechnik
Upcoming SlideShare
Loading in...5
×

Arlanis Reply - Die Service Cloud im Einsatz: Support und Service in der Medizintechnik

718

Published on

Brainlab entwickelt und vermarktet Hardware- und Softwaresysteme für die bildgesteuerte Chirurgie sowie Strahlentherapie. Neben der Einführung der Sales Cloud hat Arlanis Reply die Einführung der Salesforce Service Cloud für den Helpdesk und den technischen Außendienst realisiert. Die hochintegrierte Lösung ermöglicht die Nutzung des iPad als Frontend und erfüllt höchste Qualitätsanforderungen der FDA.

Published in: Technology, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
718
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
14
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Transcript of "Arlanis Reply - Die Service Cloud im Einsatz: Support und Service in der Medizintechnik"

  1. 1. THE BRAINLAB SERVICE CLOUD Björn Carstensen Director Customer Support
  2. 2. GOAL OF THIS PRESENTATION • Provide high level overview of Brainlab Service Cloud • Stimulate and trigger ideas • Give insight into Critical Success Factors and Challenges 1/16
  3. 3. COMPANY INTRODUCTION
  4. 4. COMPANY KEY FACTS AND FIGURES 1100 220200 3,00020,000 35 3/16
  5. 5. KPI CRITICAL SUCCESS FACTORS PROCESS Enforce Utilization Design Efficient Processes Measure Performance 4/16 DESIGN – ENFORCE - MEASURE
  6. 6. PROCESS THE BRAINLAB SERVICE CLOUD KPI CRITICAL SUCCESS FACTORS PROCESS
  7. 7. GOALS OF THE SERVICE CLOUD IMPROVE CUSTOMER MANGEMENT • Transparency • 360° Customer View • Engineer Work List • Faster Processes 5/16
  8. 8. CUSTOMER SURVEY SPARE PART ORDERING COMPLAINT HANDLING SERVICE CLOUD STRUCTURE 6/16 FIELD SERVICE REPORTING CASE MANGEMENT
  9. 9. MILESTONES 7/16 December ’10 Go-live Service Cloud Master Data Integration with SAP July ’11 Fully automated service process Integration with SAP CS October ’12 Complaint system in salesforce November ’12 Automated Spare Parts Process April ’13 Clicktools Customer Satisfaction Net Promoter Score CASE MANGEMENT FIELD SERVICE REPORTING COMPLAINT HANDLING SPARE PART ORDERING CUSTOMER SURVEY
  10. 10. CASE MANAGEMENT 8/16 ESZZ • Case is central object • 1Case = 1 Customer Request • Case Comments document service activities • Case Owner defines next person in charge
  11. 11. FIELD SERVICE REPORTING 9/16 ESZZ • Planned Service • SAP Service Order eFSR in SFDC assigned to engineer • Engineer adds work and time (Event) report • Customer receives PDF via mail • Automated booking in SAP • Unplanned Service • SFDC Case created by engineer • Per on-site visit eFSR is created • Customer receives PDF via mail • Automated booking in SAP
  12. 12. COMPLAINT HANDLING 10/16 ESZZ • Mandatory for Medical Device Manufacturers • Full integration with Case Management • All Cases reviewed by QM for structural errors / patient risks • Classification: Complaint vs. Service Case • Complaints require root cause investigation • PDF functionality for audits and authorities
  13. 13. SPARE PART ORDERING 11/16 ESZZ • No Case  No Spare Part • Approval process depending on part value • SAP material master interface • Update of SAP installed base • Escalation of unreturned parts per engineer
  14. 14. CUSTOMER SURVEY 12/16 ESZZ • Service survey send after each closed Case • We consider your problem solved…do you agree? • Customer feedback triggers survey follow-up • Method: Net Promoter Score • NPS = % of Promoters - % of Detractors • Account satisfaction level as traffic light Customer Satisfaction Detractors (score 0-6) Passives (score 7-8) Promoters (score 9-10) Would you recommend our Products / Service to a friend or colleague?
  15. 15. ESCALATION MANGEMENT 13/16 ESZZ • Event Timing Scale (ETS) = Case Criticality • ETS defines resolution deadline • Technical Escalation • Time to perform next action • Clock reset after each action completed • Manager receives mail notification • Management Escalation • Time to solve customer problem • No reset of deadlines • Weekly report prioritized per management level Strategic Importance System Status Contract Status Complaint Type ETS
  16. 16. CRITICAL SUCCESS FACTORS KPI CRITICAL SUCCESS FACTORS PROCESS
  17. 17. Success Factors 14/16 • Triple C Follow-up: Consistent + Continuous + Consequent • Management buy-in for escalation procedure • Maintain high level of transparency and visibility • Ensure business ownership • Listen and continuously fine tune
  18. 18. Challenges 15/16 • Case vs. Personal Communciation • Manager Case follow-up • Lack of trust vs. Process control? • 3rd party service provider interactions
  19. 19. ACTIONABLE KPI’s KPI CRITICAL SUCCESS FACTORS PROCESS
  20. 20. ACTIONABLE KPI‘s • Focus on primary KPI‘s • Regular publishing • Easy to understand • Incentivize Employees Speed + Quality = Customer Satisfaction • Speed = Mean Time to Solve (MTTS) • Quality = Net Promoter Score (NPS) 16/16
  21. 21. FIELD SERVICE REPORTING CASE MANGEMENT SPARE PART ORDERING CUSTOMER SURVEY COMPLAINT HANDLING 14/14 QUESTIONS?
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×