Day In the Life of a Field Service Manager: Dashboards Are My Co-Pilot


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Mark King, Service Manager at Pitney Bowes, discusses his use of ServiceMax dashboards to run his service organization efficiently and profitably on a daily basis

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  • Field service management faces many challenges that ultimately dictate the creation and implementation of relevant business processes. On one hand service is commoditized, Customer demands and expectations are high. On the other hand, there’s the pressureto bolster service-related revenue and keep down service costs. To add to the mix is TOO MUCH MEANINGLESS DATA. Service data is pouring in from everywhere – there’s your customer data, your field tech personnel data, your internal business operations data, the products, parts and pricing data. Some data are real-time while some are more standard. No Field Service Manager or Director or Executive can humanly process all this information, real-time and in flavors needed by various audiences. You need real-time, actionable insights. Need to look forward into the future, not get into the catch-up game only looking at the past data. And lastly, you all know what is a CERTAINTY – that’s CHANGE! Your business processes change, your business needs change, the executive asks change. Now, reflecting this change so your insights are still meaningful is a BIG challenge.
  • Sample customers in High Tech/MFG
  • We help our customers achieve Flawless Field Service by delivering the most innovative and cutting edge solution available. We are the ONLY complete end-to-end suite of field service applications delivered in the cloud, driving transformation across all field service functions including: ContractsSchedulingPartsSocial CollaborationCustomer and Partner PortalsWe also offer full BYOD mobility across the product suite, and run on the most trusted and scalable cloud platform in the world.
  • ServiceMax is deployed to over 150 customers of all sizes across North America, Europe and Asia Pacific. These are just a few examples of our customers.
  • Our contribution to this transformation is the world’s only complete cloud-based field service.At the core is our Installed Base and Entitlements capabilities, where you are able to track your customer’s equipment at the detailed component level. Where you can design and implement any time of contract you can dream up to appropriately service your customer.With scheduling – managing work orders, dispatching service engineers through our dispatch console, or our optimization engine Optimax.Parts, parts parts – where are the parts – we track them wherever you stash ‘em – vans, depots, etc. And now our newest module Spare Parts and Reverse Logistics (SP&RL ). More on that shortly.ServicePulse to leverage the power of Chatter. To collaborate with the best and brightest within your company, wherever they are. The Ticker to track the key customers or projects, and ProductPulse to actually interact directly with the equipment in the field without human interaction.Finally – we’re taking this capability and working feverishly to develop the absolute best experience on the most compelling mobile devices today.
  • Now let’s talk in more detail about some of the key aspects of ServiceMax that make us different from legacy service solutions. Our cutting edge Mobile solution ensures critical service information and customer data is at your fingertips, no matter where or when. With ServiceMax Mobile, your field techs, service managers and executives can access the ServiceMax Suite via a choice of mobile devices, such as an iPad, smartphone, or laptop, Calendar view of work orders and tasksGPS route planning and step-by-step driving directionsInvoicing with on-the-spot signature captureReal-time problem resolution – ServicePulse, FaceTime
  • For us in the field service space, these technologies are not just about being “social”. This is not like “Facebook for Work” where you’re letting your colleagues know where you went for lunch. Rather, our social collaboration solution ServicePulse, which is built on the power of Chatter from, is entirely about increasing real-time knowledge and collaboration to delight customers. When your entire organization has access to the expertise and tribal knowledge of the entire organization, you can solve customer issues at lightening speed. Your office-based team can also stay 100% up to date and on the pulse of what’s going on in the service operations.1. Studies show that the most successful social businesses have strong engagement from the CEO and other executives.2. Eliminate “too much noise.” Groups let you just see what’s relevant to you.3. Every technology has early adopters that influence the rest of the ecosystem. Find your influencers and make them champions that will fuel adoption and use-cases.4. Common question: How will ServicePulse help me do my job better? The answer: Define use-cases for ServicePulse that involve existing processes to necessitate adoption and demonstrate the value5. Make it a part of your training program so the importance of ServicePulse is reinforced.6. Make sure everyone is aligned on the value and vision of ServicePulse.
  • ServiceMax is built on the power of the cloud platform from We are tightly integrated to the Service Cloud offering from Salesforce and we extend Service Cloud to field service, giving you a complete Service Life Cycle Solution in one technology solution.
  • Imagine Flawless Field Service. Imagine eliminating inefficiencies, driving growth, and solving customer issues sometimes before they even know they have a problem At ServiceMax our mission is to help our customers deliver the best field service possible to their customers. We do this by helping customers perfect their service delivery process, drive revenue growth, and not just satisfy customers, but delight them.
  • Customer survey results on one slide..
  • Day In the Life of a Field Service Manager: Dashboards Are My Co-Pilot

    1. 1. A Day in the Life of a Field ServiceManager; Dashboards are my Copilot
    2. 2. Webinar Agenda Vidya Chadaga, ServiceMax Business Challenges Role of Reports & Dashboards Mark King, Pitney Bowes Why I Use ServiceMax Demo of Pitney Bowes Reports &Dashboards
    3. 3. Visibility Challenges in Field Service Too much meaningless data Low visibility into actionable insights Information from the past, not looking forward Lack of real-time information to decision makers Painful changing reports and updating dashboards
    4. 4. Better Data, Better Decisions- Aberdeen Survey 91% of service executives believe access totimely and accurate data is ‘extremely important’ foroperational and financial performance Best-in-class service organizations have 33% customer retention 21% increase in service revenue
    5. 5. Let our advanceworrying becomeadvance thinking andplanning.~ Winston ChurchillPlanning, and Planning Some More
    6. 6. How Reports & Dashboards Help Consume large amounts of information in simple, graphical way Management gets to monitor key performance indicatorsthroughout the service business Establish one version of truth Perform side-by-side, multi-dimensional analysis Change parameters to reflect business changes
    7. 7. Common Field Service Dashboards
    8. 8. Flawless Field Service, End to EndThe only complete field service solution.Delivered in the cloud.
    9. 9. Field Service Expertise200+ Customers in North America, Europe & APAC
    10. 10. Every connection is a new opportunity™Transforming for TomorrowDashboards Are My Co-pilot
    11. 11. SMB’sEnterprisePublic SectorPitney Bowes – Company Overview>3000patents>30bnItems of post per year>1mSMB customersLocationIntelligence SoftwareSecureTransactional SoftwareTransactionalQR Code Patent
    12. 12. BusinessLedUserpopulationMobilesolutionSMBEnterprisePublic sectorInterfacewith SAPClientCarePitney Bowes & Service Max implementation
    13. 13. EXAMPLE MAPInternational ProcessComplexitySpain PortugalUK/IrelandFranceBeneluxItalyGermanyNordic
    14. 14. Lasting impressionsof Previous System• You get what you are given• IT change request• Who have I off sick, training, holiday?• What happened last month?• Can I have it ASAP?• Couldn’t really explain itPitney Bowes & ServiceMaxFirst impressionsof ServiceMax• Instant reporting at your finger tips• What is happening now?• What is my resource today?• Temperature gauge• Management tool• Full exposure• Very visible
    15. 15. MaximizingRevenueOperationalEfficienciesCustomerExperienceChatter –ServicePulseTCR(Techniciancomparisonreporting)TrendingWhy I Use ServiceMax
    16. 16. Ensuring engineers chargeaccordingly & understand the contractCaptures FOC calls by the Call AgentAccurate reportingCaptures average repair,Install, maintain & traveltimes by productEuropean DashboardsSupports UtilisationCaptures missed SLA’sReports on engineers making contactMaximizingRevenueOperationalEfficienciesCustomerExperienceChatter –ServicePulseTCR(Techniciancomparisonreporting)TrendingWhat Can ServiceMax Offer?
    17. 17. Track performanceFlexibilityResource & plan workIndividual reportingCaptures accuracy reportingOffers utilisation by individualdepending on skill setDelivers an overall view of whatan engineer doesStores comments & dataOffers a wider communityIdeasMaximizingRevenueOperationalEfficienciesCustomerExperienceChatter –ServicePulseTCR(Techniciancomparisonreporting)TrendingWhat Can ServiceMax Offer ?
    18. 18. Live demoMy reportsMy dash boardsMy trending information
    19. 19. Thank you
    20. 20. Complete Cloud-based Field Service Solution
    21. 21. Field Service Mobile SolutionServiceMax Mobileon-demand, anytime, anywhereSmart PhonesiPadLaptops
    22. 22.  Empower your field tech with theknowledge of your entireorganization Document and leverage tribalknowledge Increase first time fix rates viacollaboration Keep the home office up-to-datewith what’s going on in the fieldField Service Social SolutionServicePulse | Ticker | ProductPulseIt’s not about “being social”, it’s about delighting your customers
    23. 23. Field Service Cloud SolutionServiceMax is built on Force.comExtends Service CloudSalesCloudMarketingCloudService Cloudpowered by
    24. 24. Flawless Field ServicePerfect your servicedeliveryMaximize your servicegrowth/revenueDelight your customers
    25. 25. ServiceMax Customer ROIWe surveyed our customers to assess the true impact of ServiceMax31%14%11%16%Productivity ServicerevenueFirst time fixratesCustomerSatisfactionscores-16% -16%FieldservicecostsAveragetimeto repair
    26. 26. Try it for free!Sign up for a Free Trial at
    27. 27. Thank You!