7 ways to amp up your service culture and drive revenue

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

Revenue-Boosting Rules: 7 Ways to Amp Up Your Service Culture

Vidya ChadagaDirector of Product Marketing

Webinar Agenda

What is Culture? Field Service Culture 7 Ways to Amp Up Your Service Culture Impact on Service Revenue How ServiceMax Fits

What is Culture, Really?

culture is what people think and how they act

Service Differentiation

Brand Differentiation

Service Culture

Service Culture Drives Service Revenue

Service Revenue

How to Build a Rich Service Culture?

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

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

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

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 visitrequired

Knowledgeable field technician Right person with the right skills

and right parts Fast and accurate billing

Audit trail, time stamp arrivals/departures, signature approvals

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

Metric & Outcome

Improves bottom-line Faster reaction times Increase first time fix rates Reduce repair time Increase jobs/tech/day

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

Metric & Outcome

Improves bottom-line Faster time to respond Improve resolution time Increase customer

retention Improve tasks completed

per tech

5 Motivate through appreciation

Social Recognition Publicize goals Real-time recognition Customer Feedback Customer Evaluation Categorize service

technicians

Metric & Outcome

Impacts Top-Line More jobs per tech Improved service employee

retention Happy techs translate to

happy customers

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

Metric & Outcome

Improve Top-Line Increase service volume High serviceability index Protect installed base Improve resolution time Increase tasks completed

per tech

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

Metric & Outcome

Impacts Top-Line 360° view of the customer Overall downtime costs Enables auto-renewals Up-sell/cross-sell contracts

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

Flawless Field Service

Perfect your service delivery

Maximize your service growth/revenue

Delight your customers

Complete Cloud-based Field Service Solution

Field Service Expertise

200+ Customers in North America, Europe & APAC

Field Service Mobile Solution

ServiceMax Mobileon-demand, anytime, anywhere

Smart Phones

iPadLaptops

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 | ProductPulseIt’s not about “being social”, it’s about delighting your customers

Field Service Cloud Solution

ServiceMax is built on Force.comExtends Service Cloud

Sales Cloud

Marketing

Cloud

Service Cloudpowered by

ServiceMax Customer ROI

We surveyed our customers to assess the true impact of ServiceMax

31%

14%11%

16%

Productivity Servicerevenue

First time fixrates

CustomerSatisfaction

scores-16% -16%

Field service

costs

Average time

to repair

Try it for free!

Sign up for a Free Trial at www.ServiceMax.com

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Thank You!vidya.chadaga@servicemax.com