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
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