Portals for Field Serivce: Your Secret to Success With Partners and Customers
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See how customer and partner portals for field service can help create better, more open and profitable relationships with your partners and customers
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Portals for Field Serivce: Your Secret to Success With Partners and Customers
- 1. Challenges to Driving Revenue Through Partners Poor Visibility “How do I know what’s going on in my channel?” Low Partner Mindshare “How do I get my partners to spend more time on my products?” Ineffective Tools “How do I give my partners the right tools for success?”
- 2. Portals for Field Service: Your Secret Weapon for Partner Success and Customer Delight John Ragsdale VP, Technology Research
- 3. Portals for Field Service: A Must Have • Portals provide single point of entry for all information • Boosts adoption and use of self-service resources for customers and partners • Real-time updates mean faster access to information
- 4. Portals: One Stop Shopping for Customers One Stop Shopping Open new service requests View/edit existing service requests Purchased products Service history Knowledge articles/FAQs Contracts/Entitlements Community/Forum Self-scheduling
- 5. Portals: One Stop Shopping for Partners One Stop Shopping New service requests View/edit existing service requests Purchased products Service history Knowledge articles/FAQs Contracts/Entitlements Community/Chatter Parts Inventory
- 6. Why “Portal” is No Longer a Dirty Word • IT bristles at the mention of ‘portal’ because pre- cloud portals required: – Third party infrastructure to create the portal – Expensive, custom integrations to existing OnPremise systems – Rewrites/overhauls with every system upgrade • Cloud technology removes risk and expense from portals – Portal technology embedded in applications – Pre-integration means little or no custom work – Cloud upgrades seamless and invisible
- 7. TSIA Recommends • Introduce portal in phases, starting with common architectures • Prioritize 3rd party integrations by impact • Use common look and feel to rest of corporate website • Make the portal easy to locate from the main domain • Marketing involvement required for adoption
- 8. Portals for Field Service Vidya Chadaga, Director of Product Marketing
- 9. Agenda How can portals help my Field Service business? Customer portal examples Customer success story
- 10. Challenges to Increasing Customer Satisfaction Service Inflexibility “I want to reach out for help whenever, wherever” Lack of Transparency “I want to track the status of my case” No Self-Service “I want to see solutions and workarounds”
- 11. Challenges to Driving Revenue Through Partners Poor Visibility “How do I know what’s going on in my channel?” Low Partner Mindshare “How do I get my partners to spend more time on my products?” Ineffective Tools “How do I give my partners the right tools for success?”
- 12. Portals Impact Your Service Revenue For Customers Provide visibility into their work-orders, case details, service history Tailor, target your up-sell and cross-sell messages to specific customers For Partners Manage, track and monitor cases and work orders assigned to partners Ensure full accountability for forward and backward parts logistics with partners Scale up or down your service partner business instantaneously
- 13. End-to-End Cloud-based Field Service Solution
- 14. Home Page – At a glance view of top info
- 15. Submit new Cases Then track Work Orders if dispatch required Case Submission
- 17. Case Tracking Including emails, history, and customer attachments
- 18. Expose SLA Escalation Clocks
- 22. Customer Portal
- 23. Partner Portal
- 26. INDUSTRY: Water Treatment EMPLOYEES: 16,000 SALES: $3.3 billion GEOGRAPHY: Global # OF USERS: 500 Customer Success Story: Pentair Before ServiceMax 50% of customer calls not on warranty -- tracked on Excel Losing $9MM/yr on inaccurate parts maintained by partners Unable to track customer entitlements Unable to share service information with partners
- 27. Customer Success Story: Pentair After ServiceMax Reduce warranty administration headcount by 6 administrators or 60% Savings of $1MM per year through control of non‐warranty claims Savings of $2MM per year through better inventory control INDUSTRY: Water Treatment EMPLOYEES: 16,000 SALES: $3.3 billion GEOGRAPHY: Global # OF USERS: 500
- 28. Try it for free! Sign up for a Free Trial at www.ServiceMax.com
- 29. Thank You!
Editor's Notes
- 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.
- Pentair is a $3B+ company that manufactures water filtration products. Their pool and spa division came to us…they were getting 2,000 calls per week from their customers and service partners. They had no system to track who was under warranty and who was not. Everything was maintained in spreadsheets. It was impossible to access accurate date on when a customer or partner called. Without any visibility, they did what most of us would do, they just provided free service and parts to keep the customers happy.Additionally, Pentair had no way to track the spare parts that the partners were managing. Parts were frequently “lost” in the process.Both issues were leading to millions of dollars of expense.Now that they’ve implemented Servicemax, when a customer calls, they can easily see if the customer or part is under warranty before they do the work or ship a replacement part.At the most recent Dreamforce event, Mike Taccone gave a presentation where he disclosed the following:Because of the simplification of the process he was able to make headcount reductions to his contract admin team.On an ongoing basis, he is signed up for annual reductions of $1M for warranty leakage (free service) and $2M of parts inventoriesAll this and they’re spending less than $100K per year with ServiceMax. This is clearly ROI that passes the CFO sniff test.So how does it happen that a Pentair, a large mature company, ends up in a situation like this where they so desperately need a ServiceMax?…