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

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