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Transforming Field Service
into a Profit Powerhouse
Spencer Earp, Vice President EMEA
1. Industry Data
2. Service in the Spotlight
3. Case Study
Agenda
0% 10% 20% 30% 40% 50% 60%
Service Revenue
Service Cost
Customer Satisfaction
Workforce Productivity
Workforce Utilization...
Source: Aberdeen Group, December 2012
0%
5%
10%
15%
20%
25%
Drive Service
Revenues
Enhance The
Customer
Experience
Improve...
I want more
revenue!
I want higher
loyalty!
I want more
productivity!
Oh – and save 5%
on operating
costs this year.
And t...
Service is Changing –
and Changing Fast…
Cost Center Profit Center
Now Service is in the spotlight
A Company Transformed
Where are Coca-Cola Enterprises?
 17 manufacturing sites
 13,000 employees
 $8.1 billion revenue
 40+ Brands
 12 Bill...
Equipment Service At Coca Cola Enterprises
600k CCE Equipment
 630+ Service Techs
 5 Service Call Centers
 6 Cold Drink...
Technician working day…
ON-SITE
DRIVE-TIME
ADMIN
Historically DRIVE-TIME
was the focus, but analysis
showed ADMIN was the
...
Old system inefficient
and inaccurate
 Technicians & response time slow
 Archaic service logging & loss of
real time inf...
Mobility optimizes capabilities
 Portable device,
always on
 No boot up or
connection time
 Immediate Data
capture
 En...
ON-SITEDRIVE-TIME
ADMIN
Admin time reduced dramatically
ON-SITEDRIVE-TIME
ADMIN
After ServiceMaxBefore ServiceMax
50%+
ADM...
Increased On-site Time with Customers
 Achieved first goal:
increase on-site time
 Platform for next goal:
increase effi...
x =630 630 jobs1job
x =630250 157,500 pa
Thank you and do join our panel
discussion starting at 2pm
spencer.earp@servicemax.com
www.servicemax.com
Transforming Field Service into a Profit Powerhouse - Spencer Earp (ServiceMax) - Service Management Expo, 19 June 2014
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Transforming Field Service into a Profit Powerhouse - Spencer Earp (ServiceMax) - Service Management Expo, 19 June 2014

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Transforming Field Service into a Profit Powerhouse

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Transforming Field Service into a Profit Powerhouse - Spencer Earp (ServiceMax) - Service Management Expo, 19 June 2014

  1. 1. Transforming Field Service into a Profit Powerhouse Spencer Earp, Vice President EMEA
  2. 2. 1. Industry Data 2. Service in the Spotlight 3. Case Study Agenda
  3. 3. 0% 10% 20% 30% 40% 50% 60% Service Revenue Service Cost Customer Satisfaction Workforce Productivity Workforce Utilization First-time Fix Metrics to Improve in 2013 Metrics in focus for 2013. Percentage of Respondents, n=226 TSC Data, June 2013THE SERVICECOUNCIL. NOT FOR DISTRIBUTION. 48% 46% 44% 35% 30% 27%
  4. 4. Source: Aberdeen Group, December 2012 0% 5% 10% 15% 20% 25% Drive Service Revenues Enhance The Customer Experience Improve Customer Satisfaction Improve Customer Loyalty Top Goals 0% 5% 10% 15% 20% 25% Drive Service Revenues Drive Service Resource Productivity/Utilization Next Most Important Goals
  5. 5. I want more revenue! I want higher loyalty! I want more productivity! Oh – and save 5% on operating costs this year. And the CEO says…
  6. 6. Service is Changing – and Changing Fast… Cost Center Profit Center Now Service is in the spotlight
  7. 7. A Company Transformed
  8. 8. Where are Coca-Cola Enterprises?  17 manufacturing sites  13,000 employees  $8.1 billion revenue  40+ Brands  12 Billion bottles and cans per year  170 million consumers Coca-Cola Enterprises is the leading Western European marketer, distributor and producer of non-alcoholic beverages. It is one of the world’s largest independent Coca- Cola bottlers.
  9. 9. Equipment Service At Coca Cola Enterprises 600k CCE Equipment  630+ Service Techs  5 Service Call Centers  6 Cold Drink Centers  Spare Parts Logistics Two strategic goals  Repair CCE equipment cost effectively  Expand into paid service on non CCE equipment
  10. 10. Technician working day… ON-SITE DRIVE-TIME ADMIN Historically DRIVE-TIME was the focus, but analysis showed ADMIN was the BIG PRIZE.
  11. 11. Old system inefficient and inaccurate  Technicians & response time slow  Archaic service logging & loss of real time information  Dissatisfied customers  Revenue Loss due to billing errors
  12. 12. Mobility optimizes capabilities  Portable device, always on  No boot up or connection time  Immediate Data capture  Enhanced real-time reporting  Automated data transfer between Salesforce.com and SAP
  13. 13. ON-SITEDRIVE-TIME ADMIN Admin time reduced dramatically ON-SITEDRIVE-TIME ADMIN After ServiceMaxBefore ServiceMax 50%+ ADMIN SAVINGS
  14. 14. Increased On-site Time with Customers  Achieved first goal: increase on-site time  Platform for next goal: increase efficiency on-site 5.0 5.5 6.0 6.5 7.0 7.5 8.0 8.5 9.0 2012 P7 P8 P9 P10 P11 P12 2013 P1 P2 P3 P4 P5 P6 Average Jobs Per Day After ServiceMax Before ServiceMax
  15. 15. x =630 630 jobs1job
  16. 16. x =630250 157,500 pa
  17. 17. Thank you and do join our panel discussion starting at 2pm spencer.earp@servicemax.com www.servicemax.com

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