See the seven easy steps to drive more revenue by building a strong service culture. These slides were from a ServiceMax webinar from June 19th.

1. 7 Service-as-a-Business
Key to Service Success
 Establish service as a profit center
 Good service doesn’t mean free
service
 Service factory – defined and
standardized
 Track the profitability of each of
their services by customer
 Service intelligence

2. Revenue-Boosting Rules:
7 Ways to Amp Up Your Service Culture
Vidya Chadaga
Director of Product Marketing

3. Webinar Agenda
 What is Culture?
 Field Service Culture
 7 Ways to Amp Up Your Service Culture
 Impact on Service Revenue
 How ServiceMax Fits

4. What is Culture, Really?
culture is what people
think and how they act

5. Service
Differentiation
Brand
Differentiation
Service
Culture
Service Culture Drives Service Revenue
Service
Revenue

6. How to Build a Rich Service Culture?

7. 1 Sell Proactively
Service as Sales function
 Leverage being trusted advisor
 Techs are the best sales guys
 Initiate contact throughout
 Offer standard service products
 Shift hiring strategy
 Incentivize selling

8. Sell Proactively
 Up-sell and cross-sell
 Improve renewal rates
 Annual value of off-contract
service revenue
 Transform your service
organization into a profit
center
Metric & Outcome

9. 2 Embrace Technology Advancements
Business & Life Interconnected
 Happy techs are productive techs
 Accept younger workforce
 Adopt smart phones
 Less up-front investment
 Cool-factor with zen-like experience
 Brand image
 Delight customers
 Better customer service

10. Technology Delights Customers
 Exact appointment times
 Customer tolerance for 4-8 hour
windows is evaporating
 A rapid response
 Meet or exceed SLA times
 First visit fix
 Fast resolution and no return visit
required
 Knowledgeable field technician
 Right person with the right skills
and right parts
 Fast and accurate billing
 Audit trail, time stamp arrivals/
departures, signature approvals

11. 3 Collaborate in the Field
Crowd-sourced Knowledge
- Adopt social means to connect
and work
- Streamline key processes
- Improve tasks
- Get help in the field
- No need to know it all
- Hit the road running
- Education
- Module on social collaboration
- On the job training

12. Metric & Outcome
Improves bottom-line
 Faster reaction times
 Increase first time fix rates
 Reduce repair time
 Increase jobs/tech/day

13. 4 Communicate inside and out
Reports & Dashboards
 Internal
 Transparency, less politics
 Task ownership
 Awareness of service activities
 Handle escalations
 External
 Customer is never surprised
 Partner visibility
 Anytime, everywhere

14. Metric & Outcome
Improves bottom-line
 Faster time to respond
 Improve resolution time
 Increase customer
retention
 Improve tasks completed
per tech

15. 5 Motivate through appreciation
Social Recognition
 Publicize goals
 Real-time recognition
 Customer Feedback
 Customer Evaluation
 Categorize service
technicians

16. Metric & Outcome
Impacts Top-Line
 More jobs per tech
 Improved service employee
retention
 Happy techs translate to
happy customers

17. 6 Work with cross-functional teams
Move in the same direction
 Break delineation between
Engineering, Sales, Services,
Marketing, HR
 Come together
 Evaluate historical processes
 Impact of various segments
of customer interaction
 Assign representatives
 Tag-team, Buddy
system, Follow-me around

18. Metric & Outcome
Improve Top-Line
 Increase service volume
 High serviceability index
 Protect installed base
 Improve resolution time
 Increase tasks completed
per tech

19. 7 Service-as-a-Business
Key to Service Success
 Establish service as a profit center
 Good service doesn’t mean free
service
 Service factory – defined and
standardized
 Track the profitability of each of
their services by customer
 Service intelligence

20. Metric & Outcome
Impacts Top-Line
 360 view of the customer
 Overall downtime costs
 Enables auto-renewals
 Up-sell/cross-sell contracts

21. 7 Ways to Amp Up Your Service Culture
5 Motivate through appreciation
4 Communicate inside and out
3 Collaborate in the field
2 Embrace technology advancements
1 Sell proactively
7 Service-as-a-business
6 Work with cross-functional teams

22. Flawless Field Service
Perfect your service
delivery
Maximize your service
growth/revenue
Delight your customers

23. Complete Cloud-based Field Service Solution

24. Field Service Expertise
200+ Customers in North America, Europe & APAC

25. Field Service Mobile Solution
ServiceMax Mobile
on-demand, anytime, anywhere
Smart
Phones
iPadLaptops

26.  Empower your field tech with the
knowledge of your entire organization
 Document and leverage tribal
knowledge
 Increase first time fix rates via
collaboration
 Keep the home office up-to-date with
what’s going on in the field
Field Service Social Solution
ServicePulse | Ticker | ProductPulse
It’s not about “being social”, it’s about delighting your customers

27. Field Service Cloud Solution
ServiceMax is built on Force.com
Extends Service Cloud
Sales
Cloud
Marketing
Cloud
Service Cloud
powered by

28. ServiceMax Customer ROI
We surveyed our customers to assess the true impact of ServiceMax
31%
14%
11%
16%
Productivity Service
revenue
First time fix
rates
Customer
Satisfaction
scores
-16% -16%
Field
service
costs
Average
time
to repair

29. Try it for free!
Sign up for a Free Trial at www.ServiceMax.com

30. FREE Whitepaper

31. Thank You!
vidya.chadaga@servicemax.com