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A Day in the Life of a Field ServiceManager; Dashboards are my Copilot
Webinar Agenda Vidya Chadaga, ServiceMax Business Challenges Role of Reports & Dashboards Mark King, Pitney Bowes Why...
Visibility Challenges in Field Service Too much meaningless data Low visibility into actionable insights Information fr...
Better Data, Better Decisions- Aberdeen Survey 91% of service executives believe access totimely and accurate data is ‘ex...
Let our advanceworrying becomeadvance thinking andplanning.~ Winston ChurchillPlanning, and Planning Some More
How Reports & Dashboards Help Consume large amounts of information in simple, graphical way Management gets to monitor k...
Common Field Service Dashboards
Flawless Field Service, End to EndThe only complete field service solution.Delivered in the cloud.
Field Service Expertise200+ Customers in North America, Europe & APAC
Every connection is a new opportunity™Transforming for TomorrowDashboards Are My Co-pilot
SMB’sEnterprisePublic SectorPitney Bowes – Company Overview>3000patents>30bnItems of post per year>1mSMB customersLocation...
BusinessLedUserpopulationMobilesolutionSMBEnterprisePublic sectorInterfacewith SAPClientCarePitney Bowes & Service Max imp...
EXAMPLE MAPInternational ProcessComplexitySpain PortugalUK/IrelandFranceBeneluxItalyGermanyNordic
Lasting impressionsof Previous System• You get what you are given• IT change request• Who have I off sick, training, holid...
MaximizingRevenueOperationalEfficienciesCustomerExperienceChatter –ServicePulseTCR(Techniciancomparisonreporting)TrendingW...
Ensuring engineers chargeaccordingly & understand the contractCaptures FOC calls by the Call AgentAccurate reportingCaptur...
Track performanceFlexibilityResource & plan workIndividual reportingCaptures accuracy reportingOffers utilisation by indiv...
Live demoMy reportsMy dash boardsMy trending information
Thank you
Complete Cloud-based Field Service Solution
Field Service Mobile SolutionServiceMax Mobileon-demand, anytime, anywhereSmart PhonesiPadLaptops
 Empower your field tech with theknowledge of your entireorganization Document and leverage tribalknowledge Increase fi...
Field Service Cloud SolutionServiceMax is built on Force.comExtends Service CloudSalesCloudMarketingCloudService Cloudpowe...
Flawless Field ServicePerfect your servicedeliveryMaximize your servicegrowth/revenueDelight your customers
ServiceMax Customer ROIWe surveyed our customers to assess the true impact of ServiceMax31%14%11%16%Productivity Servicere...
Try it for free!Sign up for a Free Trial at www.ServiceMax.com
Thank You!vidya.chadaga@servicemax.com mark.king@pb.com
Day In the Life of a Field Service Manager: Dashboards Are My Co-Pilot
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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

For more information, contact ServiceMax at:
Email: info@servicemax.com
Phone: 1-800-756-4960

Published in: Business, Technology
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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 www.ServiceMax.com
  27. 27. Thank You!vidya.chadaga@servicemax.com mark.king@pb.com

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