CRM for ServiceCRM for Service ––Best PracticeBest PracticePer Svensson, Director AftermarketMarine Tank Management (MTM)R...
Key MessagesKey MessagesKey MessagesKey MessagesWe have a long history within the Marine Industryand we are an organizatio...
Emerson AtEmerson At--aa--GlanceGlanceEmerson AtEmerson At--aa--GlanceGlance$24.4 Billion in sales (2012)[File Name or Eve...
Marine Tank ManagementMarine Tank Management MTMMTMMarine Tank ManagementMarine Tank Management MTMMTMKEY FACTS• The Globa...
Marine Tank Management SystemsMarine Tank Management SystemsMarine Tank Management SystemsMarine Tank Management Systems[F...
HistoryHistory -- Marine Tank ManagementMarine Tank ManagementHistoryHistory -- Marine Tank ManagementMarine Tank Manageme...
We service all types ofWe service all types of shipsships........….. all over the World….. all over the WorldWe service al...
MTM Service NetworkMTM Service NetworkMTM Service NetworkMTM Service NetworkMTM Sweden (& Finland)• 6 Service Eng’s (for W...
Center of ExcellenceCenter of Excellence ––….Information & Knowledge is the Key….Information & Knowledge is the KeyCenter ...
MTMMTM –– CRM for ServiceCRM for ServiceMTMMTM –– CRM for ServiceCRM for ServiceCRM system for service whichwill be the fo...
Relations…Relations…Relations…Relations…Shipyard• Buy Systems/Products from MTM• Install products• Gives the ship a Hull n...
CRMoDCRMoD –– Providing MTM a HolisticProviding MTM a HolisticView on Customers and Installed BaseView on Customers and In...
MTM Overall ProcessMTM Overall Process –– Support RequestsSupport RequestsMTM Overall ProcessMTM Overall Process –– Suppor...
CRM for ServiceCRM for ServiceCRM for ServiceCRM for ServiceCurrent status - Service– Sweden in operation 4 months• tested...
CRM for ServiceCRM for ServiceCRM for ServiceCRM for ServiceNext Phase(s)– Include Spare Parts & Upgrade sales– Pro-active...
KeyKey MessagesMessagesKeyKey MessagesMessagesWe have a long history within the Marine Industryand we are today an organiz...
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Emerson's transition towards a servitised business - Per Svensson, Director of Aftermarket for Emerson Process Management A/S

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Emerson has been working on the integration of service into their product development process for a number of years. This presentation will show Emerson’s experiences, activities and plans to make service a core part of the business.

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Emerson's transition towards a servitised business - Per Svensson, Director of Aftermarket for Emerson Process Management A/S

  1. 1. CRM for ServiceCRM for Service ––Best PracticeBest PracticePer Svensson, Director AftermarketMarine Tank Management (MTM)Rosemount Tank Radar AB ConfidentialMarine Tank Management (MTM)Copenhagen 19th March, 2013
  2. 2. Key MessagesKey MessagesKey MessagesKey MessagesWe have a long history within the Marine Industryand we are an organization which has beenformed through a number of acquisitionsGlobal access to information on our InstalledBase and to the Service History for theindividual ships a key for;[File Name or Event]Emerson Confidential27-Jun-01, Slide 2 Rosemount Tank Radar AB Confidentialindividual ships a key for;– Efficiency when servicing Customers– Growing our Service BusinessBest Practice for us A CRM Systemcustomized for our Marine Service needs2
  3. 3. Emerson AtEmerson At--aa--GlanceGlanceEmerson AtEmerson At--aa--GlanceGlance$24.4 Billion in sales (2012)[File Name or Event]Emerson Confidential27-Jun-01, Slide 3 Rosemount Tank Radar AB ConfidentialNYSE: EMR Diversified globalmanufacturerand technology providerApproximately 133,000employees worldwide –in 8 Business PlatformsHeadquarters inSt. Louis, Mo.#1 Compressors#1 Refrigeration ControlsMeasurement Valves & Regulators Systems & Solutions• Pressure• Temperature• Level• Flow• pH• Conductivity• Gas Composition• Control Valves• Regulators• Valve Actuators• Valve instrumentsAsset Optimization• Control Systems• Turnkey Projects• Engineering Design• Industry Centers• Asset Management Systems• Instrument &Valve Services• Plant Optimization• Electrical Reliability Services• Consulting• Training
  4. 4. Marine Tank ManagementMarine Tank Management MTMMTMMarine Tank ManagementMarine Tank Management MTMMTMKEY FACTS• The Global Marine Centre ofExcellence within Emerson• No. of Employees: Approx. 690• MTM Manufacturing Plants:China, Denmark, South Korea,Sweden• MTM Sales & Service Locations:[File Name or Event]Emerson Confidential27-Jun-01, Slide 4 Rosemount Tank Radar AB Confidential• MTM Sales & Service Locations:Greece, Singapore, UAE & USAValveRemote Control(All Tanks)Cargo Monitoring(Cargo Tanks)Tank Level Gauging(Ballast, Bilge & ServiceTanks)Control System -Human MachineInterfaceEngine Room- AlarmMonitoring
  5. 5. Marine Tank Management SystemsMarine Tank Management SystemsMarine Tank Management SystemsMarine Tank Management Systems[File Name or Event]Emerson Confidential27-Jun-01, Slide 5 Rosemount Tank Radar AB Confidential 5
  6. 6. HistoryHistory -- Marine Tank ManagementMarine Tank ManagementHistoryHistory -- Marine Tank ManagementMarine Tank ManagementEmerson acquired;• Saab Marine Electronics – 2001• Damcos – 2007Cargo Tanks - LevelGauging Systems[File Name or Event]Emerson Confidential27-Jun-01, Slide 6 Rosemount Tank Radar AB Confidential 6Valve Actuation &Control Systems
  7. 7. We service all types ofWe service all types of shipsships........….. all over the World….. all over the WorldWe service all types ofWe service all types of shipsships........….. all over the World….. all over the WorldOur Customers• Ship Owners & Operators• Ship yards• Service Representatives• Distributors[File Name or Event]Emerson Confidential27-Jun-01, Slide 7 Rosemount Tank Radar AB ConfidentialTotally 16 various product generations in operation- on 9000+ shipsWe maintain Service & Spare parts for older generations
  8. 8. MTM Service NetworkMTM Service NetworkMTM Service NetworkMTM Service NetworkMTM Sweden (& Finland)• 6 Service Eng’s (for WW service)• CMS & TLG coordination center• Spare part centerMTM ChinaMTM Korea• 13 Service Eng’s• Spare PartsMTM Denmark• 12 Service Eng’s (for WW service)• MTM/VRC coordination center• Spare part centerMTM Dubai• 3 Service Eng’s• Spare PartsSME Service, Rotterdam• Works solely for MTM• 4 Service Eng’s• Spare part centerMTM Greece[File Name or Event]Emerson Confidential27-Jun-01, Slide 8 Rosemount Tank Radar AB ConfidentialMTM China• 20 Service Eng’s• Spare PartsMTM USA• 5 Service Eng’s• Spare PartsMTM Singapore• 13 Service Eng’s• Spare PartsMTM Service StationService RepresentativeTotal Service Eng’s 150Situation todayDifferent Legal entities withdifferent Business systemsInformation stored in manyshapes at many loactions!Huge Manual Work tocoordinate Warranty &Service WorkCategory ”Volume”Installed base 9000+ vesselsProductgenerations16 in operationService &Warranty2000+ requestsper yearSpare Partorders8000+ per yearMTM Greece• 2 Service Eng’s• Starting up
  9. 9. Center of ExcellenceCenter of Excellence ––….Information & Knowledge is the Key….Information & Knowledge is the KeyCenter of ExcellenceCenter of Excellence ––….Information & Knowledge is the Key….Information & Knowledge is the Key[File Name or Event]Emerson Confidential27-Jun-01, Slide 9 Rosemount Tank Radar AB Confidential
  10. 10. MTMMTM –– CRM for ServiceCRM for ServiceMTMMTM –– CRM for ServiceCRM for ServiceCRM system for service whichwill be the foundation for;– Efficiency when servicing andresponding to customers = Easyaccess to relevant information– Sharing of service handling and[File Name or Event]Emerson Confidential27-Jun-01, Slide 10 Rosemount Tank Radar AB Confidential– Sharing of service handling andwork-load between MTM sites =Global access to information– Early capture of eventual fieldissues & product quality issues =Data captured in a consistent way– Aftermarket growth – reachingout to customers with targetedoffers = Information on installed base10General concept of Service Ticket Management Tool
  11. 11. Relations…Relations…Relations…Relations…Shipyard• Buy Systems/Products from MTM• Install products• Gives the ship a Hull number• MTM has warranty obligation to Shipyardfor 12 months after ship delivery to ownerShip Owner• Owns the ship, may keep it for 25 years• Names the ship• MTM may have an agreement with the ship owner• May run the ships themselves or use a shipmanagement companyShip ManagementCompanyShip[File Name or Event]Emerson Confidential27-Jun-01, Slide 11 Rosemount Tank Radar AB Confidential11Company• May run the ship on behalf ofthe ship ownerShip• Has a Name• Has a Hull number• Tied to a uniqueIMO numberMTM Systems/ProductsVRC = Valve Remote ControlCMS = Cargo Monitoring SystemTLG = Tank Level GaugingSystems Installed onboard the ship. Thesesystems consists of sub-systems andcomponents.Ship AgentsLocal ship agent s in port/areawhich we communicate with reship’s berthing schedule anddelivery address for spare parts.Ship = Account Yes!
  12. 12. CRMoDCRMoD –– Providing MTM a HolisticProviding MTM a HolisticView on Customers and Installed BaseView on Customers and Installed BaseCRMoDCRMoD –– Providing MTM a HolisticProviding MTM a HolisticView on Customers and Installed BaseView on Customers and Installed BaseDataSupport RequestsSR Types• Technical Support• Onboard Service• Overhaul• Commissioning• Spare Part• Upgrade/Retrofit Sales• Crew TrainingKPI’s – MTMCustomer SatisfactionShipsAccounts• Ships• Shipyards• Ship Owners• Ship Managers• ContactsShips• IMO #, NB #• Ownership• Type, Size• AgeMonthly updates[File Name or Event]Emerson Confidential27-Jun-01, Slide 12 Rosemount Tank Radar AB ConfidentialDataAgreementsEntitlements• Frame Agreemenst• Fleet Agreements• Service LevelAgreementsInstalled BaseAssets• Systems• Products• WarrantiesProduct Life Cycle ManagementMTM Aftermarket KPIs GoalPerformance3 Mo AvgDiff. vsGoalService Mission PDSL 95% 89% -6%Service Mission FCC 95% 83% -12%Spare Parts Delivery PDSL 95% 66% -30%Currently 9000+ shipswith IMO numbers
  13. 13. MTM Overall ProcessMTM Overall Process –– Support RequestsSupport RequestsMTM Overall ProcessMTM Overall Process –– Support RequestsSupport RequestsSTARTSTOPCustomerRequestRegisterSREvaluate,DecideactivityExecuteActivityEvaluateActivity,Close SRFeedbacktoCustomerMTM Roles• SR Administrator• SR Coordinator• SR Executor ERP SystemFinancial & Materialtransactions madein ERP system[File Name or Event]Emerson Confidential27-Jun-01, Slide 13 Rosemount Tank Radar AB Confidential 13T PSR = Support RequestSR Types• Technical Support• Onboard Service• Overhaul• Commissioning• Spare Part• Upgrade/Retrofit Sales• Crew Trainingactivity Close SR CustomerCRMoDCRMoD
  14. 14. CRM for ServiceCRM for ServiceCRM for ServiceCRM for ServiceCurrent status - Service– Sweden in operation 4 months• tested & fine-tuned functionallity• developed Training & User Manuals– Denmark – starting implementation now[File Name or Event]Emerson Confidential27-Jun-01, Slide 14 Rosemount Tank Radar AB Confidential– Asia & ME – implementation before summer14Ensuring Data Quality & Discipline a Key for Sucess!
  15. 15. CRM for ServiceCRM for ServiceCRM for ServiceCRM for ServiceNext Phase(s)– Include Spare Parts & Upgrade sales– Pro-active Life-Cycle Information / Handling– Pro-active Preventive Maintenance Programs &Service Level Agreement’s[File Name or Event]Emerson Confidential27-Jun-01, Slide 15 Rosemount Tank Radar AB Confidential 15Installed Base in CRM Enable us reaching out withtargeted Offers and LCM information!
  16. 16. KeyKey MessagesMessagesKeyKey MessagesMessagesWe have a long history within the Marine Industryand we are today an organization which hasbeen through a number of acquisitions.Global access to information on our InstalledBase and to the Service History for theindividual ships a key for;[File Name or Event]Emerson Confidential27-Jun-01, Slide 16 Rosemount Tank Radar AB Confidentialindividual ships a key for;– Efficiency when servicing Customers– Growing our Service BusinessBest Practice for us A CRM Systemcustomized for our Marine Service needs16

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