transforming field service into a profit powerhouse - spencer earp (servicemax) - service management...
DESCRIPTION
Transforming Field Service into a Profit PowerhouseTRANSCRIPT
Transforming Field Service into a Profit Powerhouse
Spencer Earp, Vice President EMEA
1. Industry Data
2. Service in the Spotlight
3. Case Study
Agenda
Service Revenue
Service Cost
Customer Satisfaction
Workforce Productivity
Workforce Utilization
First-time Fix
0% 10% 20% 30% 40% 50% 60%
Metrics to Improve in 2013
Metrics in focus for 2013. Percentage of Respondents, n=226
TSC Data, June 2013THE SERVICECOUNCIL. NOT FOR DISTRIBUTION.
48%
46%
44%
35%
30%
27%
Source: Aberdeen Group, December 2012
0%5%
10%15%20%25%
Top Goals
Drive
Serv
ice
Reven
ues
Drive
Serv
ice
Resou
rce
Prod
uctiv
ity/U
tilizat
ion
0%
10%
20%
Next Most Important Goals
I want morerevenue!
I want higher loyalty!
I want more productivity
!
Oh – and save 5% on
operating costs this year.
And the CEO says…
Service is Changing – and Changing Fast…
Cost Center Profit Center
Now Service is in the spotlight
A Company Transformed
Where are Coca-Cola Enterprises?
17 manufacturing sites
13,000 employees $8.1 billion revenue 40+ Brands 12 Billion bottles and
cans per year 170 million
consumers
Coca-Cola Enterprises is the leading Western European marketer, distributor and producer of non-alcoholic beverages. It is one of the world’s largest independent Coca-Cola bottlers.
Equipment Service At Coca Cola Enterprises
600k CCE Equipment 630+ Service Techs 5 Service Call
Centers 6 Cold Drink
Centers Spare Parts
Logistics
Two strategic goals Repair CCE equipment cost
effectively
Expand into paid service on non CCE equipment
Technician working day…
ON-SITEDRIVE-TIME
ADMIN
Historically DRIVE-TIME was the focus, but analysis showed ADMIN was the BIG PRIZE.
Old system inefficient and inaccurate Technicians & response time slow Archaic service logging & loss of real time information
Dissatisfied customers Revenue Loss due to billing errors
Mobility optimizes capabilities
Portable device, always on
No boot up or connection time
Immediate Data capture
Enhanced real-time reporting
Automated data transfer between Salesforce.com and SAP
ON-SITEDRIVE-TIME
ADMIN
Admin time reduced dramatically
ON-SITEDRIVE-TIME
ADMIN
After ServiceMaxBefore ServiceMax
50%+ADMIN SAVINGS
Increased On-site Time with Customers
Achieved first goal: increase on-site time
Platform for next goal: increase efficiency on-site
2012 P7
P8 P9 P10 P11 P12 2013 P1
P2 P3 P4 P5 P65.0
5.5
6.0
6.5
7.0
7.5
8.0
8.5
9.0Average Jobs Per Day
After ServiceMax
Before ServiceMax
x =630 630 jobs1job
x =630250 157,500 pa
