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ServiceMax + Nintex: Automating and Optimizing Field Service Management
The Platform for Field Service
February 28, 2018
Blake WolffSVP Services & AlliancesServiceMax by GE Digital
ServiceMax: We are Field Born, Field Tested
Helping you reach your business outcomes
Gartner leader in Field Service Management | 100% cloud-based; built on Salesforce App Cloud
400+ customers in 40 countries | Comprehensive product suite
Ecosystem of technology partners & SIs | 150 million assets managed
2.5+ million mobile syncs each day | Used at 30 million locations
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DIGITAL TRANSFORMATION
“Leveraging technology to achieve desired outcomes through new, more compelling, and often disruptive processes and business models. ”
Digital transformation is real
Spaceflight
Storage
Smartphones
Success Defined• Challenge old ways of
delivering the outcome• Utilize assets more efficiently• Create a compelling
user experience• Develop a robust ecosystem• Leverage technology as
a catalyst
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Telepresence
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Digital transformation is not optional
Companies will fail20% of CEOs will fail to act on digital transformation and put their firms at risk.(Forrester Predictions 2018 – A Year of Reckoning)
20%
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Digital transformation is enabling outcome-based offerings
DOCUMENT PROCESSINGNOT PRINTERS
FLIGHT HOURSNOT JET ENGINES
SOLAR POWERNOT SOLAR PANELS
Service is critical to achieve business outcomes
• Equipment enables delivery of outcomes• Equipment requires service to operate• Outcome-based models are enabled by service• Service delivery is a first-choice IIoT application
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Efficient Operations
Productive Equipment
• Productivity• Operating costs • Compliance
• Reliability/Uptime• Performance• Return on assets
Loyal Customers
• Customer experience • Product quality• Revenue
Service Results
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18%12%
Service Outcomes
Customer outcomes using ServiceMax
Increase in Uptime
Increase in Productivity
11%
Increase in NPS
Data based on ServiceMax annual customer survey
Equipment data is critical to successful service delivery
Field ServiceManagement
FinancialsERP
CustomersCRM
EquipmentIoT
• Access to equipment data and equipment know how
• Native integrations– ERP– CRM
• Equipment data is key to service delivery
• Proper equipment maintenance • Understand equipment lifecycle • Consider equipment strategy• Equipment use and condition• Matching people’s skills with equipment
Equipment-centric Field Service Management
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• Installed base management• Connected field service • Parts logistics• RMA
• Maintenance plans• Depot repair• Contracts • Pricing
EquipmentIoT
StrategyDashboard management and
measurement of asset strategies
RiskRisk-rank reporting and cost
estimates for planned, proposed maintenance
AnalyticsPredictive failure analysis and alerts
of real-time asset conditions
Maintenance PlanRecommended actions and time lines for maintenance work and automated work order creation
Engineer EnablementOptimized schedules and complete work order management and debrief
Service RecordService details and metrics for feedback to predictive analysis
The power of combining asset management with service execution
APM ServiceMax
Digital transformation suiteAsset performance
management Field service managementConnected equipment
Information Insights Actions
Lower downtimePredictive analytics
Data at scaleEdge to cloud
Technician productivityHigher service revenue
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Actions deliver outcomes
ANALYTICS AND INTEGRATIONS• Reports• Dashboards• Service
Performance Metrics
DEMAND MANAGEMENT• IoT Integration• Customer Portal• CRM Integration
WORK PLANNING• Scheduling
Optimization• Dispatch• Parts• Trunk Stock
TECHNICIAN ENABLEMENT• Scheduling and
Routing• Knowledge Base• Installed Base
Mgmt.• Entitlements
WORK ORDER DEBRIEF• Time• Material• Expenses• Work Debrief• Close-Off
OPERATIONS• Warranty • Planned Maintenance • Contracts • Invoicing
• Reverse Logistics • Depot Repair • RMA
What is Field Service Management?Based on: Six Categories of Field Service Management Application Functionality by Jim Robinson, Gartner, July 2016
ServiceMax core technology
PREDIX IoT& APM
ANALYTICS &INTEGRATIONS
INSTALLED BASE
ENTITLEMENTS& LOGISTICS
WORK ORDERDEBRIEF
TECHNICIANENABLEMENT
WORK PLANNING& SCHEDULING
CORE TECHNOLOGY
FIELD SERVICE PLATFORM
OPTIMIZATIONENGINE
ENTITLEMENTSENGINE
MOBILE &SYNC ENGINE
SERVICE FLOWENGINE
REPORTINGENGINE
Nintex helps ServiceMax drive workflow across the field service delivery chain
INSTALLED BASE
ENTITLEMENTS& LOGISTICS
WORK ORDERDEBRIEF
TECHNICIANENABLEMENT
WORK PLANNING& SCHEDULING
Technician enablementField Service App – the field-ready mobile experience
✔ ONLINE ✔ OFFLINE
Schedule & tasks
• Calendar• Routing• Work descriptions• Debrief invoicing
Service execution
• Work orders, parts lookup• RMAs• Collaboration• Knowledgebase
Exceed expectations• IoT diagnostics• Installed base management• Entitlements• Checklists
Mobility Drives Top Service Performance
Leaders vs Followers
46% Higher First-time Fix Rate
20% Higher Customer Satisfaction Rate
>2x Annual Productivity Improvement
Mobile Field Service: Connectivity Drives Success by Tom Paquin, Jan 2017
SCHNEIDER ELECTRIC SOLUTION• Improved skills management via ServiceMax Work Order functionality• Better outcomes by making right Product information available to technician• Significant improvement in scheduling times against SLA’s• 70% of paper based processes eliminated
RESPONSETIME
WHY SERVICEMAX?• Grow services revenue 10%-15% YOY• Implement a "customer centric” service approach• Leverage mobility and preventive contracts • Add value for the customer via IoT integration
50%
Power & Utilities –Electrical Equipment
Thank you
JamesRobersonVice President & General ManagerNINTEX
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Service-to-Cash Cycles
RevenueFrom 30 - 60 days to hours
Customer SATConsolidated work steps to simplify and delight customers
CostsWell integrated to reduce work steps
Nintex for ServiceMax
Nintex makes the data actionable
ANALYTICS AND INTEGRATIONS• Reports• Dashboards• Service
Performance Metrics
DEMAND MANAGEMENT• IoT Integration• Customer Portal• CRM Integration
WORK PLANNING• Scheduling
Optimization• Dispatch• Parts• Trunk Stock
TECHNICIAN ENABLEMENT• Scheduling and
Routing• Knowledge Base• Installed Base
Mgmt.• Entitlements
WORK ORDER DEBRIEF• Time• Material• Expenses• Work Debrief• Close-Off
OPERATIONS• Warranty • Planned Maintenance • Contracts • Invoicing
• Reverse Logistics • Depot Repair • RMA
Work Orders
Enterprise Account Management
Hours to Seconds per Account with a Single Click
Equipment Reports
Data visualization with real-time field data
Visualize the data and enable real-time field data, like pictures
Field Service Technician
Focused on usability and productivity
IntegrationNintex is fully integrated into the ServiceMax platform
Reduce StepsBusiness intelligence around the data to reduce steps
UsabilityActions within the ServiceMax platform
Nintex for ServiceMax
Demo
Q&A
From the xchange mobile app, select “Survey” from the sessions that you attend
Complete the short evaluation
Click “Submit”