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
Organizational Structure Running A Successful Business
Day In the Life of a Field Service Manager: Dashboards Are My Co-Pilot
1. A Day in the Life of a Field Service
Manager; Dashboards are my Copilot
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. 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. Better Data, Better Decisions
- Aberdeen Survey
91% of service executives believe access to
timely and accurate data is ‘extremely important’ for
operational and financial performance
Best-in-class service organizations have
33% customer retention
21% increase in service revenue
5. Let our advance
worrying become
advance thinking and
planning.
~ Winston Churchill
Planning, and Planning Some More
6. How Reports & Dashboards Help
Consume large amounts of information in simple, graphical way
Management gets to monitor key performance indicators
throughout the service business
Establish one version of truth
Perform side-by-side, multi-dimensional analysis
Change parameters to reflect business changes
10. Every connection is a new opportunity™
Transforming for Tomorrow
Dashboards Are My Co-pilot
11. SMB’s
Enterprise
Public Sector
Pitney Bowes – Company Overview
>3000
patents
>30bn
Items of post per year
>1m
SMB customers
Location
Intelligence Software
Secure
Transactional Software
Transactional
QR Code Patent
15. Lasting impressions
of 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 it
Pitney Bowes & ServiceMax
First impressions
of ServiceMax
• Instant reporting at your finger tips
• What is happening now?
• What is my resource today?
• Temperature gauge
• Management tool
• Full exposure
• Very visible
17. Ensuring engineers charge
accordingly & understand the contract
Captures FOC calls by the Call Agent
Accurate reporting
Captures average repair,
Install, maintain & travel
times by product
European Dashboards
Supports Utilisation
Captures missed SLA’s
Reports on engineers making contact
Maximizing
Revenue
Operational
Efficiencies
Customer
Experience
Chatter –
ServicePulse
TCR
(Technician
comparison
reporting)
Trending
What Can ServiceMax Offer?
18. Track performance
Flexibility
Resource & plan work
Individual reporting
Captures accuracy reporting
Offers utilisation by individual
depending on skill set
Delivers an overall view of what
an engineer does
Stores comments & data
Offers a wider community
Ideas
Maximizing
Revenue
Operational
Efficiencies
Customer
Experience
Chatter –
ServicePulse
TCR
(Technician
comparison
reporting)
Trending
What Can ServiceMax Offer ?
22. Field Service Mobile Solution
ServiceMax Mobile
on-demand, anytime, anywhere
Smart PhonesiPadLaptops
23. 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
24. Field Service Cloud Solution
ServiceMax is built on Force.com
Extends Service Cloud
Sales
Cloud
Marketing
Cloud
Service Cloud
powered by
26. 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
27. Try it for free!
Sign up for a Free Trial at www.ServiceMax.com
Field service management faces many challenges that ultimately dictate the creation and implementation of relevant business processes. On one hand service is commoditized, Customer demands and expectations are high. On the other hand, there’s the pressureto bolster service-related revenue and keep down service costs. To add to the mix is TOO MUCH MEANINGLESS DATA. Service data is pouring in from everywhere – there’s your customer data, your field tech personnel data, your internal business operations data, the products, parts and pricing data. Some data are real-time while some are more standard. No Field Service Manager or Director or Executive can humanly process all this information, real-time and in flavors needed by various audiences. You need real-time, actionable insights. Need to look forward into the future, not get into the catch-up game only looking at the past data. And lastly, you all know what is a CERTAINTY – that’s CHANGE! Your business processes change, your business needs change, the executive asks change. Now, reflecting this change so your insights are still meaningful is a BIG challenge.
Sample customers in High Tech/MFG
We help our customers achieve Flawless Field Service by delivering the most innovative and cutting edge solution available. We are the ONLY complete end-to-end suite of field service applications delivered in the cloud, driving transformation across all field service functions including: ContractsSchedulingPartsSocial CollaborationCustomer and Partner PortalsWe also offer full BYOD mobility across the product suite, and run on the most trusted and scalable cloud platform in the world.
ServiceMax is deployed to over 150 customers of all sizes across North America, Europe and Asia Pacific. These are just a few examples of our customers.
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.
Now let’s talk in more detail about some of the key aspects of ServiceMax that make us different from legacy service solutions. Our cutting edge Mobile solution ensures critical service information and customer data is at your fingertips, no matter where or when. With ServiceMax Mobile, your field techs, service managers and executives can access the ServiceMax Suite via a choice of mobile devices, such as an iPad, smartphone, or laptop, Calendar view of work orders and tasksGPS route planning and step-by-step driving directionsInvoicing with on-the-spot signature captureReal-time problem resolution – ServicePulse, FaceTime
For us in the field service space, these technologies are not just about being “social”. This is not like “Facebook for Work” where you’re letting your colleagues know where you went for lunch. Rather, our social collaboration solution ServicePulse, which is built on the power of Chatter from Salesforce.com, is entirely about increasing real-time knowledge and collaboration to delight customers. When your entire organization has access to the expertise and tribal knowledge of the entire organization, you can solve customer issues at lightening speed. Your office-based team can also stay 100% up to date and on the pulse of what’s going on in the service operations.1. Studies show that the most successful social businesses have strong engagement from the CEO and other executives.2. Eliminate “too much noise.” Groups let you just see what’s relevant to you.3. Every technology has early adopters that influence the rest of the ecosystem. Find your influencers and make them champions that will fuel adoption and use-cases.4. Common question: How will ServicePulse help me do my job better? The answer: Define use-cases for ServicePulse that involve existing processes to necessitate adoption and demonstrate the value5. Make it a part of your training program so the importance of ServicePulse is reinforced.6. Make sure everyone is aligned on the value and vision of ServicePulse.
ServiceMax is built on the power of the Force.com cloud platform from Salesforce.com. We are tightly integrated to the Service Cloud offering from Salesforce and we extend Service Cloud to field service, giving you a complete Service Life Cycle Solution in one technology solution.
Imagine Flawless Field Service. Imagine eliminating inefficiencies, driving growth, and solving customer issues sometimes before they even know they have a problem At ServiceMax our mission is to help our customers deliver the best field service possible to their customers. We do this by helping customers perfect their service delivery process, drive revenue growth, and not just satisfy customers, but delight them.