This webinar slide deck discusses the step you need to take to build a compelling business case for implementing field service technology in your organization

1. Give the Green-light:
Build Your Business Case for Field Service Technology
Vidya Chadaga, Director of Product Marketing
Mar 20th 2013

2. Red light again?
It’s not you…
It’s the business case!
Everything’s lined up –
timeline, budget, people, resources

3. Agenda
 Field Service landscape
 Top tips to build your case
 ServiceMax ROI Calculator
 High returns with ServiceMax

4. The Field Service Landscape
 Field Service is mission critical
 It’s about solving real customer problems, reviving back the
equipment, meeting SLAs
 Field Service is undergoing a massive transformation
 It’s the right time to embrace proven technology (mobile, social, cloud)
 Field Service is now a profit center
 It’s about booking service revenues and being the trusted advisor who
recommends new products/services to customers
 Field Service is not black & white
 It’s a fine balance of making money and keeping customers happy

5. Top Tips for Building a Case
3 Get benchmark data
2 Measure and then measure some more
1 Identify a key corporate objective
5 Prove the impact on the top line
4 Think big picture, small picture

6. Identify a high-level objective that can’t be successful without
this project
 Sales growth (new and after-sales)
 Achieve/improve service margins
 Increase Net Promoter Score (NPS)
 Improve customer retention and satisfaction
 Meet and track contractual commitments
Make this executive your biggest advocate!
1 Identify a key corporate objective

7. What are things like today?
 How many techs? How many calls per day?
 What’s your current and target service revenue?
 What’s the value of your spare parts inventory?
 How much does your customer pay for a work
order/contract?
 How long does it take to train your people?
 How many levels of expertise do you have?
What’s your top 3 objectives?
2 Measure and then measure some more

8. How’re others in your industry doing?
 Metrics go a long way in making your job easy
 It costs over $1000 to make a second truck roll. “What if we did just a
few less of these a month – that pays for the project!”
 On average, HVAC techs make 4 house calls/day. “If we did one more
job/day, it would add $6,000 to our pocket monthly!”
 Field Service data is available from Aberdeen, the Service
Council, Technology Services Industry Association (TSIA) and
others
Use free online tools
3 Get benchmark data

9. Act like a GM, Operate at FS level
 Management is concerned with decreasing costs and
increasing revenue, so state the problem in those terms
 Management may not see the effects of Field Service
business as clearly as you can, so peel it out for them
 Management wants market share and interested in what
your competition is doing
 Management would be interested in cost avoidance
(spending money to save money)
 Management is interested in making better business
decisions
 Management is interested in the hidden costs
4 Think big picture, small picture

10. Don’t forget the top line!
 Look at the impact on customer loyalty & customer retention
 Quantify how the project will help you sell more
 Service contracts
 Warranties
 New products/upgrades
Join hands with your Sales counterpart to pitch the story.
A joint case is win-win.
5 Prove the impact on the top line

11. The Perfect Pitch
Simple, complete and fact-based
 State the problem
 Describe the solution
 Show the ROI
 Tell how much it will cost

12. ServiceMax ROI Calculator
www.servicemax.com/roi-calculator

13. Live demo – ROI Calculator
Demo Scenario
 Medical device manufacturer
 Annual service revenue $5MM
 Off-entitlement revenue $500K
 Average discount 10%
 10 technicians @ $30/hr
 2 visits/day

14. Success in both Mid-Market and Enterprise
200+ Customers in North America, Europe & APAC

15. ServiceMax Customers Reap High Rewards
31%
14%
11%
16%
Productivity Service
revenue
First time
fix rates
Customer
Satisfaction
scores
-16% -16%
Field
service
costs
Average
time
to repair
ServiceMax Customer Survey, January 2013

16. Flawless Field Service, End to End
The only complete field service solution.
Delivered in the cloud.

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

18. ServiceMax Delivers Quantifiable ROI
 Increase service revenue
by 14%
 Increased cross-sell &
up-sell (sales/service)
 Capture and charge for all
expenses/parts
 Increase tech
utilization/calls per day
 Prevent warranty leakage
through entitlement check
 Reduce spare parts leakage
& excess inventory
 Increase productivity by
30-35%
 Enable partner self-service
 Increase first time fix rate
by 10-15%
 Reduce back office staff
 Get a 360° view of
customer
 Meet and exceed contract
SLAs
 Reduce customer churn
 Increased customer
loyalty through service
based programs
Improve ServiceControl CostsIncrease Revenue

19. Relentless Focus on You
 3 major releases / year
 Innovation and creativity
 New features included -
never have to upgrade
 Almost 50% employees are
engineers
 Focus on simplicity,
creative and easy to use
 Fixed bid
 Committed to rapid
deployment (weeks)
 Iterative implementation
process
 Customer feedback
through online meetings
and user groups
 Exclusively focused on Field
Service & Depot Repair
 Natively integrated to
Salesforce.com
 Force.com platform experts
 Highly experienced and
passionate team
 Cloud experience
 FS domain
ExpertiseImplementation
Support
Product

20. Your Boss Will Say Yes!
 Homework done? YES!
 Project strategic and critical? YES!
 Technology proven and scalable? YES!
Verdict = GREEN TO PROCEED

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

22. Thank You!