Kris Oldland, Editor-in-Chief, Field Service News is joined by Marc Tatarsky and Steve Mason of FieldAware as they analyse the findings of a wide-reaching study into the effect of the pandemic on the field service sector.
Here they discuss what...
Feb 09, 2021 • Features • research • Covid-19 • Leadership and Strategy
Kris Oldland, Editor-in-Chief, Field Service News is joined by Marc Tatarsky and Steve Mason of FieldAware as they analyse the findings of a wide-reaching study into the effect of the pandemic on the field service sector.
Here they discuss what...
Kris Oldland, Editor-in-Chief, Field Service News is joined by Marc Tatarsky and Steve Mason of FieldAware as they analyse the findings of a wide-reaching study into the effect of the pandemic on the field service sector.
Here they discuss what service excellence will look like in the new normal and where the battlegrounds will be for companies seeking to differentiate on their service delivery.
You can find further analysis of this research project at our dedicated research site research.fieldservicenews.com
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content, FieldAware who may contact you for legitimate business reasons to discuss the content of this report.
Jan 26, 2021 • Features • future of field service • field service • Covid-19 • Leadership and Strategy • Sam Klaidman
Sam Klaidman, Founder and Principal Adviser at Middlesex Consulting, analyses the five global trends that will drive the future of field service...
Sam Klaidman, Founder and Principal Adviser at Middlesex Consulting, analyses the five global trends that will drive the future of field service...
In the science of dynamics speed is defined as the rate of displacement of a moving object over time (d/t). Acceleration is defined as the rate of change of speed over time (d/t2). And then comes jerk – the rate of change of acceleration over time (d/t3).
Why, you ask, do we care? Because until March 2020, we have been experiencing a period in which the rate of change of our “world” has been steadily accelerating. And then COVID-19 came along and changes that were projected to take years to accomplish were somehow accomplished in weeks or months. Mentally we felt as though the car we were riding in suddenly crashed into a bridge support and we were thrown into an airbag. We experienced jerk!
When we operate in a period of acceleration, we have time to prepare our self and our team to adapt to new operating conditions. It is still hard for many people to adapt as quickly as the change occurs, but they still have warning and can frequently participate in designing the new “world.” Unfortunately, the side effect of jerk is that changes suddenly appear and people must adapt without having the time to figure out how they will be affected. They don’t get a clear answer to the age-old question WIIFM (what’s in it for me?).
Since the world of Field Service depends on people, our own, our partners, and our customers, we must be sensitive to how our new operating procedures will impact them and effect their personnel and professional lives. We must consider all these people as we specify, design, implement, test, and go-live with sub-projects that will come together to create the new world that is rushing towards us.
First a word of warning! On the morning of January 2, 2021, I read this in a Bloomberg News daily mailing:
Last year taught us that sweeping forecasts are pretty much a waste of time. Amid a raging virus, a global recession and a rapid markets turnaround, no one could have guessed that a record $120 trillion of stock would change hands on U.S. exchanges in 2020, that Tesla short-sellers would get burned so badly, or that Bitcoin would be such a huge hit with Wall Street. It’s hard to say which trends will continue into 2021. The forecasts to watch are those that only look one or two months ahead, or 10 to 20 years ahead, Jared Dillian writes in Bloomberg Opinion. As for all the prognostications in between—better to ignore them.
These five trends will drive the future of field service:
In the long-term, climate change will have the greatest influence on field service - how it is performed, who does the actual service work, how are parts managed, and how value is created. And because mitigating climate change is so critical, so complex, and so expensive, we will see unique changes being implemented in each industry and in each geographic entity and finally in each business.
In the medium term, there are two major changes which have already started to impact us:
We are all familiar with the need to make a major reduction in global greenhouse gases. It now appears that in the US, the Biden administration will kick our country’s response to the problem into high gear. In most other developed countries, the effort is already underway. As manufacturers and service providers of energy-driven machines, we will find ourselves on the front lines of the action. The greatest fear for OEMs business is that the environment will cause disruption in manufacturing operations. Think about the forest fires we have seen in the American west and Australia, the need for barriers to hold back tides and storm surges in London and Venice, and the drought in the American south-west during the 1930’s.
In October 2020, Boston Consulting Group published an article Climate Disruption And The Path To Profits For Machinery Makers. Here are five of the identified reasons why machinery OEMs, and their service organizations, will be impacted.
And a report prepared by The MPI Group in April 2020, The Power of Industry 4.0 in New Product Development stated:
In other words, most asset operators and OEM’s still are in the install-fix-decommission world. The transition to servitization will take more than 5-years unless something happens to accelerate the transition. And the improved margin may be that driver.
Right after COVID-19 hit, asset operators shifted from wanting on-site service to demanding touchless service. They wanted to keep as many outsiders out of their facility because any one of them could be primed to infect their whole workforce. And fortunately, merged/augmented reality product were on the brink of exploding for other reasons. OEM’s liked them because a highly skilled field service technician could stay in one place and support multiple relatively inexpensive and more junior field tech at the same time as one on-site call would take.
As the internal application worked so well, some OEM’s decided to try using the same systems with both B2C customers (even unskilled homeowners) and B2B operators or internal maintenance techs. And it worked! Less response time to get in from of the equipment and a quicker than expected restoral time.
The major challenge, and hence the major opportunity, is spare parts availability. OEM’s do not dispatch service technicians unless 1) they believe the fix will not require parts or 2) the technician a local service engineers carries spare parts as trunk stock, or the OEM coordinates the arrival of the field technician with the arrival of the needed parts.
When the internal facilities’ technician does the work, they don’t usually stock replacement parts. So, the tradeoff is technician travel time or parts delivery time. Or the OEM can stock spare parts in their customer’s facility either as an outright sale or as consigned inventory. This is an opportunity and can come in several ways including:
Logistics and spare parts availability will be an area that OEM’s focus on as they try and roll-out more touchless service contracts.
In September 2020, I published a Thomas Insights post “The Silver Tsunami: As Older Employees Plan for Retirement, It's Time to Plan for the Future of Your Workforce.” The article provides guidance about how to move forward and get ready for a different type of workforce. However, it assumes that your business will be the same in the future as it is today.
But we can see that what you do depends on these five trends. They will impact the number and backgrounds of your internal workforce going forward. And this mix will change depending on how quickly both you and your customers adapt to the solutions you both work together to create. In other words, you can make a one to five-year plan for dealing with each trend, but your labor plan has to be no more than one year because you are dealing with people’s livelihood and you don’t want to be known as a company that hires and fires often.
The future has at least five significant initiatives that all manufacturing companies will have to manage. The good news is that you now have the time to plan and test potential decisions.
Remember – “What got you here won’t get you there.”
Jan 19, 2021 • Features • management • BBA Consulting • field service management • Jim Baston • Leadership and Strategy • Customer Satisfaction
Jim Baston, continues his series that looks at how to encourage your service technicians to see generating revenue in the field not as a selling, but instead as a fundamental part of their role in providing the best service they can to their...
Jim Baston, continues his series that looks at how to encourage your service technicians to see generating revenue in the field not as a selling, but instead as a fundamental part of their role in providing the best service they can to their customers...
In my last blog, I wrote of the opportunity to stand out from the crowd by helping the customer recognize that they are better off for having engaged us. Our techs play a huge role in this. They are in the best position to recognize the opportunities for improvement and typically have the trust and ear of the customer.
However, the success of our efforts to engage our field teams in revenue generation depends on two key factors. The first is that the customer must see value in our technicians’ efforts. The second is that our technicians must see their proactive recommendations as an integral part of the job that they do. Achieving both of these outcomes relies on how we, as managers, define what the technicians are doing when they make recommendations to customers about a particular product or service. Do we regard the field service team’s efforts as “selling” or “serving”? Our perception of their actions can mean the difference between outstanding success and mediocrity.
Let’s start with the “selling” perspective. Many service organizations appear to take a “selling” perspective. You hear it in the language that’s used. Managers talk about getting their field service team to “sell”. They use terms like “up-selling” and “cross-selling”. Unfortunately, a “selling” perspective can have a negative impact on our ability to fully engage our technicians in promoting our products and services.
A selling perspective is centred on us – the service provider. The focus is on how the customer can fulfill our needs. It arises from the question, “How can we capitalize on our field service relationships to win more business from our customers and increase our revenues and profitability?”
This can be problematic for a number of reasons:
Firstly, it can appear to suggest that business development is an opportunistic tactic rather than an integral part of the service strategy. As such, it can be perceived as an add-on to the tech’s main responsibility. If it’s perceived by the technician as an add-on to, and not part of, their main role of providing service, then the tech may regard making proactive recommendations as optional and not enthusiastically participate.
Secondly, skills development tends to be focused on selling. Maslow famously said: “If you only have a hammer, you tend to see every problem as a nail.” When we see the task as “selling”, we may conclude that the solution to improve our techs’ performance is to provide them with selling skills. Unfortunately, some of the sales training for techs has been adapted from sales programs developed for salespeople. Such programs often include topics that prove uncomfortable for the technician – closingtechniques, overcoming objections are just two examples that come to mind. As a result, the technician may not see much relevance to what they do every day in the training and some may even resent being considered a “salesperson”.
Thirdly, a sales perspective has the potential to negatively impact trust with the customer. Our technicians typically have high levels of trust with our customers, partly due to the fact that they’re not there to sell the customer anything. If we try to turn our technicians into salespeople, then the customer may perceive that the technician is “selling” to them. When this happens the customer becomes confused about the tech’s role and that foundation of trust is eroded.
Fourthly, a selling perspective is difficult to communicate to our customers. How do we communicate to the customer about our techs’ proactive efforts in a way that shows value for them? Can you imagine if we said, “We’ve asked our technicians to look for more products and services to sell to you so that we can get more money out of you”. Somehow I don’t think this will resonate well with the customer.
When we see the proactive recommendations by our field service team as a “service” rather than a “sale”, we set the stage for enthusiastic engagement by our field service team and welcome acceptance by our customers. That’s because the focus changes from being centered on us as the service provider to being centered on the customer and their needs. Whereas the focus of the selling perspective is on how to get more money out of the customer, the focus of a service perspective is on how we can deliver a higher level of service to the customer through the recommendations of our field service team.
When we take a “service” perspective, identifying opportunities to help the customer becomes part of the service rather than an add-on to it. Skills development considerations broaden to include all that’s needed to facilitate the techs’ efforts to share their recommendations with their customers rather than limited to “selling” products or services. The techs’ efforts can add to the trust they have built by demonstrating the value of their recommendations from the customer’s perspective. And, it becomes easier to differentiate because we can discuss it with the customer in terms of what is in it for them.
The “service” perspective positions the tech’s recommendations as part of their job – as important a part as their ability to repair and maintain the equipment they service. We enhance our service and add significant value when our field service team makes recommendations to help our customers to be measurably better off.
Reflection
On a scale of 1 – 10 (“10” being “promoting products and services is an important part of the service that we provide”, and “1” being “promoting products and services is not part of my job and should be done by others”), how would you rate the general view of your field service team of the role of promoting products and services?
Jan 06, 2021 • Features • White Paper • field service management • IFS • Service Leadership • Leadership and Strategy
In this third and final excerpt from a recent white paper published by IFS and Noventum we look at three case studies illustrating successful transformation journeys.
In this third and final excerpt from a recent white paper published by IFS and Noventum we look at three case studies illustrating successful transformation journeys.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content IFS who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.
Now that we’ve outlined the strategic plans, as well as the technology enablers, let’s consider, holistically, what this looks like in practice. To illustrate the service transformation journey, here are three different case studies that each illustrate a part of the journey:
A division of a German engineering group, that had traditionally produced and sold large machines for the paper making industry, had built a modest service business contributing less than 5% of the division’s total revenue. Their current service offering consisted of providing spare parts plus reactive and preventive maintenance service contracts.
They were facing several challenges:
Two senior managers saw several opportunities to grow the service business but were having difficulties in convincing the board of directors to strategically invest in the service business to develop its potential.
The service director used benchmarks, an outside-in view and assessment outcomes to convince the CEO of the company to invest in growing their service business.
The following steps were taken:
The result was that the board of directors understood that customers were expecting more help from the company. They expected help addressing their business challenges such as improving their competitive position with smart outcome-based services, industry knowledge, data and information systems that would help customers to lower production cost by integrating several players in the value chain.
The company has started their service transformation journey by implementing the multi-year strategic roadmap. This contains several projects that required substantial investment, organisational change, and the development of new capabilities in the company. The financial results in the past 5 years have been a sustained double-digit growth with profit margins above the industry average.
A major manufacturer and service provider for healthcare equipment concluded that if they wanted to increase their market penetration while maintaining their profitability, they needed to dramatically lower their cost of service delivery. This was particularly true in emerging, lower cost markets.
Their service delivery model at that time was rather traditional: customers would call in if they had a problem with their equipment and in most cases a field engineer was dispatched to go on-site, diagnose the problem and fix it. This service delivery model was the result of relatively high cost of the equipment, typically ranging from 700 K Euros and higher per installation. The total cost of maintenance for most clients was relatively low when compared to the cost of depreciation and related operational costs, such as the cost of hospital staff needed to operate the equipment. Customers were expecting a personalized approach in service and they would find it normal that even for small problems, that could have been solved remotely a field engineer, would show up to fix it and explain to the staff what happened. The company was already improving their capability to remote monitor, diagnose and fix equipment but the traditional way of working was hard to change.
They were facing several challenges:
The company had limited understanding of how customers of medium to low priced equipment were currently experiencing their service. Traditionally, such equipment had not been a focus area for the service division of the company as the general assumption had been that the service business growth potential was limited and the possibility to earn good profit margins was low.
To rethink the service delivery model, other industries were investigated to gain ideas. Very inspiring examples were the low-cost airlines that had stripped their services of all extras to the bare bone basic service requirements, simplifying and streamlining business processes, introducing high levels of automation and often asking customers to help themselves with self-service.
Other examples included business models such as Ikea’s knock-down furniture where customers are asked to transport their own furniture and assemble it themselves.
One important element in the success of these examples was that it is important to get the balance right such that increased automation and ease of use for customers, outweighs any perceived reduction in service caused by streamlining and process change. The objective of these models is to increase the value of service for the customer while reducing the cost of delivery for the supplier.
After translating these examples to their own business, the company came up with several high efficiency service delivery models:
The following steps were taken to get to these models:
The IT team created a Service IT Solution Architecture that would leverage the connectivity of the products and use the data through intelligent applications that were now able to create predictive maintenance models. The data could also be used for process optimisation and designing enhanced services to customers.
After the design phase the new service delivery models were tested in the markets and rolled-out country by country to allow for local deviations from the standard model.
The result was that the new high efficiency delivery models have enabled the company to grow their service business, typically with double digit growth rates. It allowed the company to sell equipment with a “street price” as low as 2000 Euros together with a service contract and still achieve gross profit margins worth of 50% percent. Each delivery model would be able to fix remotely any software problem or problem caused by the end user. The chances of such problems occurring would be reduced by smart predictive analytics capabilities. Users would receive “look over the shoulder” assistance often with remote agents taking control of the device and helping remotely. Hardware problems would no longer require a field engineer to visit the customer site.
In the longer term, the mission critical components in a device would either be engineered with redundant components, or replaceable units that the user of the device could replace by themselves. Alternatively, a “tech courier’ a driver with a limited technical skill set would come on site to replace the unit. Field service, the most expensive element in the chain, had now become a service logistics operation often outsourced to third party logistics providers who had economies of scale and low-cost services. Customers were educated on the new service delivery models and the benefits of self-service, such as the speed of resolution and being fully in control, were also perceived as valuable, on top of the higher reliability and lower life cycle cost.
A pan European medical equipment provider whose existing strategy adequately pushed sales but did not promote sustainable growth for the business. This was because their sales force was still employing traditional techniques which pushed the features, characteristics and pre-defined benefits of their company but were of little relevance to the customers’ situation. In the purchasers’ eyes, the benefits being sold to them were barely distinguishable from those of other providers.
The service sales force presented characteristics and benefits of the service offering to the client but used very few ‘hooks’ to effectively highlight the company’s competitive advantage. They frequently spoke to someone other than the decision maker who had different needs. Further, in most cases their approach was reactive rather than proactive, i.e. the customer calls in with a query, or just before their warranty expires.
This resulted in the service sales force encountering issues relating to their client’s ‘budget’ as the person who called only had limited buying power and simply forwarded the proposal to the purchaser without being able to justify the value.
The root cause here was that their approach was not proactive and not customer driven; there was a lack of attention to the customers’ critical business issues. Consequently, a common vision with the decision makers on how to really address critical business issues could not be developed. This customer buying vision is essential however because it defines the value of the offering and the urgency to do something about it.
Working with this medical equipment provider, we started transforming their sales approach to embrace customer centricity. The approach required getting a good understanding of client needs and challenges, which is only possible by developing the skills of customer-facing staff so that they can have informed discussions and get a good understanding of the customers’ business. Ensuring that the teams had the necessary capabilities to have such insightful conversations with customers was a specific challenge we addressed before improving the sales process.
A key step here was to train the company’s field service engineers to act as trusted advisors so that they could develop a better understanding of their customers’ needs. They were trained to recognise opportunities for sales which were then communicated to dedicated sales teams.
We designed a new go-to market strategy for each service, launched very specific sales campaigns and set up a dedicated service sales teams that proactively followed up leads and were able to articulate the value of a service in the context of customers’ needs.
That was done by researching customers’ service requirements. The company did have a good understanding of what customers were expecting in terms of product features and quality.
However, they had very limited knowledge of how the products were being used. It turned out that there was no such thing as “The Customer” as groups of customers with similarities in the use of the product and in the expectations of the expected benefits could be segmented by typical customer service needs. Customer service needs were further categorised into product related needs and customer business needs. The product related services needs can typically be satisfied by specifying the service performance characteristics in service level agreements. E.g. performance metrics such as uptime and response time were the key metrics in the SLA but could still be different for each type of customer.
The customer service business needs were a lot more difficult to identify. Customers had non-technical needs such as needing help to optimise the workflow in a laboratory or wanting to pay for the products based on their actual usage (Pay per Use) and leave the technical management to the provider. One segment of customers went so far as to demand that the product provider also manages the entire end-to-end process for a combination of laboratory instruments together with the staff of the customer.
Within a year the service revenue had grown by more than 20% as well as EBIT on the service revenue. Ultimately, the strategy forged a path for the development of a range of new products and services, as well as expansion into other market segments. These results would have been impossible without an underlying focus on what has become the defining factor of sales: customer centricity.
Dec 23, 2020 • Features • CEO • Dave Hart • Service Leadership • Leadership and Strategy
Dave Hart, Managing Partner of Field Service Associates, takes us on a journey down memory lane in this exclusive article for Field Service News.
Dave Hart, Managing Partner of Field Service Associates, takes us on a journey down memory lane in this exclusive article for Field Service News.
OK, come with me on a journey down memory lane here…In 1983, legendary singer Lionel Ritchie (yes, he of Commodores fame) released his new solo album Can’t Slow Down. The following year he released a single from that album entitled Hello (is it me you’re looking for) and it reached number one on three Billboard music charts: the pop chart (for two weeks), the R&B chart (for three weeks) and the adult contemporary chart (for six weeks). The song also went to number one in the UK Singles Chart for six weeks.
Whilst driving along in the car a few weeks ago, I was thinking through my consultancy write up following my conversation with a CIO of a very large company. “Hello, came on the radio” at exactly the right moment; it was one of those moments, almost fate where in seven words Lionel had managed to summarise the root of the issues this particular company was having.
Whilst discussing with my CIO client her particular hot topics (which was the subject of the call) we discussed her companies service business which was fairly sizeable and when digging a little deeper into the topic with her she proclaimed, “I don’t actually know the name of the guy who runs our service business!”
I know from my own experience running a large service business, our quarterly business reviews with the CEO were two hours long. One hour and fifty minutes discussing how much product we had sold and ten minutes discussing the service business. The service business contributed significantly to the overall EBIT of the company; it’s like it was a given, that service would just perform and achieve the numbers.
During a budgeting cycle in the same company, the regional CFO exclaimed, “I have no real idea how service works, I just assume revenues will go up with the annual price increase, you will keep contract losses below 3% and your budget EBIT number is a given”
So, my question. Should service be taken for granted?
Unfortunately, in so many businesses, it is and my call to action here is that for service to thrive It needs focus from the whole ‘c suite’ to ensure it grows, that it constantly invents itself to cater for customers ever changing needs, market forces and transformational factors.
“Service leaders need to grasp what dominates their business leaders’ areas of focus
and then capitalise on that.”
Service is the powerhouse, the profit driver; dare I say, the future of sustainable revenues for product companies. Don’t take my word for it look at the evidence. In the recent TSIA publication ‘The State of Service Revenue Generation 2020’ the report states that 62% of companies polled said equipment revenues were declining and 70% stated service revenues were increasing.
So, ask yourself this question. How many true CSO’s are out there within companies, CSO’s that sit on the ‘C suite’ and influence the business direction, develop strategies for growth, that influence product design to be more service centric and ultimately transition the company to adopt a service mindset?
I bet not many.
I remember a conference from the days when we could travel, data attributed to PwC was presented, PwC had surveyed 2,500 companies in 2018 and found that 83% of those companies promoted the CEO from within. There is a startling similarity to service leaders who are promoted from within (that number is actually 84%), but does this necessarily mean that the potential myopic view of service is maintained?
The challenge for service leaders is to become apparent and top of mind to their CEO/CFO/CIO’s which is by no means easy. Service leaders need to grasp what dominates their business leaders’ areas of focus and then capitalise on that. I suggest service leaders find an approach that works with each persona. Here are some suggestions which are generic but may help the reader understand some areas of potential focus for them…
Service leaders need to be able to understand each of the drivers of the people listed above and then ensure they tailor a message to that persona that will resonate. To do that they must be thoroughly prepared to be top of mind with their proposed solution, as each one of the ‘C suite’ will have many pressing priorities, all vying for their and their teams time as well as those precious financial resources.
Benjamin Disraeli once said ‘There is no education like adversity’ and COVID has delivered adversity in spades but I can’t help but feel the time has never been better to influence above, to build a sustainable plan that will resonate with your leadership team, to re-educate them about just how powerful their service businesses are. I then suggest you then pick up the phone and dare I say, start by saying….
Hello, is it me you’re looking for?
Dec 22, 2020 • Features • White Paper • field service management • IFS • Service Leadership • Leadership and Strategy
In this second excerpt from a recent white paper published by IFS and Noventum, now available at Field Service News, we analyse how to deal with organisational resistance, develop internal skills and capabilities and how to use technology solutions...
In this second excerpt from a recent white paper published by IFS and Noventum, now available at Field Service News, we analyse how to deal with organisational resistance, develop internal skills and capabilities and how to use technology solutions to support effective service delivery.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content IFS who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.
The next two blocks of the Service Transformation journey must be run in parallel.
In the ‘dealing with organizational resistance’ block, you manage the service transformation journey; ensure there is a path to keep the C-suite engaged; and have a path for escalation in case issues need to be solved in the bottom block of the journey.
Undertaking these steps is required so you can continuously focus on making sure that the whole organization supports the journey and contributes to it, to identify people that are against the change, and to ensure that the steering committee can take the necessary steps to have a conversation with those stakeholders.
In the table below we outline the steps on ‘dealing with organizational resistance’.
In the ‘develop internal skills and capabilities’ block you are designing, developing and implementing every element that is needed to successfully achieve the set strategic and financial objectives. Doing this by design will ensure that no element will be forgotten, and that people will be able to form a clear picture of the changed organization.
In the table below we outline the steps on ‘Develop internal skills and capabilities’:
Service transformation is a multi-tiered initiative that requires a blend of organizational and technological changes working in tandem with on another. Positioning your current technology stack alongside capabilities deemed critical offers the synthesis necessary to enable successful transformation.
Traditional Field Service solutions just don’t stack up when it comes to enabling uptime for critical assets and truly delivering on outcome-based service. Outlined below are a variety of tools, and capabilities that are essential in any field service management solution which can truly propel you on this service transformation journey efforts.
In the next and final feature of this series of excerpts coming next week, we will look at three different case studies that illustrate successful service transformation journeys.
Dec 18, 2020 • Features • Mobile Field Service Management • field service management • Leadership and Strategy • laura danaraj
In this article for Field Service News, Laura Danaraj, Marketing and Content Specialist at Worldwide Business Research, discusses the top components in field service management to watch for in the coming years.
In this article for Field Service News, Laura Danaraj, Marketing and Content Specialist at Worldwide Business Research, discusses the top components in field service management to watch for in the coming years.
Field Service Management has been transforming over the years, becoming more dynamic, customer-centric and technologically advanced. Every customer is expecting a top-notch service – quick and correct response, available at any various contact points and convenience. As we already know, modern digital capabilities are evolving to eliminate the barriers to innovation in field service management in Asia.At Field Service Asia, I managed to speak with Rajiv Niles, ex-Senior Director from ServiceMax to understand his expert opinion regarding top components in field service management to watch out for in coming years.
With each customer having its own unique experience, we cannot expect technicians to have a memory capable of recalling every service problem a customer has had. Information is an important tool as any found in a toolbox – this is where a visibility comes into play knowing that information you need is within reach, readily available and accessible.
With the right information, technician is able to support the customer to the best of his ability – being able to share or get information that is critical to the customer such as orders at hand without wasting time or making additional calls.
“A happy and engaged technician will translate to a better customer satisfaction, that’s an area we see as key", said Rajiv.
Rajiv stated, “If you look at the whole IOT continuum, the ability to provide real time information on operating equipment back to the services organization is a key part of being able to provide diagnostic information on a piece of equipment that is operating. Also, if you take real time information from a piece of equipment operating in the field, you could provide predictive maintenance capability which really ensure that you keep that asset running continuously over a long period of time.”
The goal here is to keep the operational efficiency of the machinery to a minimum downtime. The approach on predictive maintenance promises cost savings over routine or time-based preventive maintenance, because tasks will be performed only when necessary. Technicians carrying out the maintenance are likely to get things right on the first attempt as they already have the predictive analysis with a good idea of what the problem is, how to resolve it, and even up to date stock inventory management.
Rather than discovering that service or part isn’t what the prospect is looking for or interested in after time, energy and resources have been invested. The analytics can help sales team target what the prospects are most likely to buy from the get-go allowing room to upsell on services or products.
According to Rajiv, “In addition to providing technicians with all the information they need to complete work, we need to provide them all the enablement on that mobile device to run manuals and documentation for them to finish their job, also the ability to provide frictionless collaboration tools really enables that technician to go a lot further. The ability for them to talk to their peers to get advice, whether it is through a chat, a text-based or video-based format, will really provide a great deal of enhancement for them to work.”
The ability to synchronize with all the necessary contact points and resources on one device is seamless. Productivity is bound to increase when technicians are able to accept jobs in the same proximity with a GPS tracker to navigate, take pictures, manage notes and payments and capture signatures. Mobility is continuing to evolve from a one-dimension application to a collaborative one.
Rajiv also added, “Customers can do a lot of their own self-service like troubleshooting and we see AI playing a big part in this. First, you have a learning engine that looks at all the diagnostic information around the problems and resolutions, then building a database of that information, and providing that information to the customer so they can do basic troubleshooting activity, enabling them to solve their own problem. That also prevents the service organization from rolling out expensive truck rolls and technicians for doing very short, simple jobs which then the customer is able to do”
With knowledge, customers will be able to solve the problem quicker than waiting for help to arrive. In addition, given today’s savvy and self-reliant customers, they will have more control over the situation. In turn, inbound service requests will be reduced and customer service agents can spend their time answering tougher questions.
It is important to revolutionize equipment uptime, workforce engagement as well as customer experience in Field Service Management. We have seen a whole lot of improvement and transformation through technology over the years. To cope with the demands of the modern customer, one should take advantage of these trends and start integrating them into existing workflows.
If you wish to find out more about the upcoming trends, Field Service Asia is the event you would not want to miss in 2021. For more information visit fieldserviceasia.wbresearch.com
Dec 16, 2020 • Features • management • BBA Consulting • field service management • Jim Baston • Leadership and Strategy
This is the first in a series of blogs on “supercharging” revenue generation through the field service team. If you encourage your field team to promote your products and services to your customers and you are disappointed in the results so far,...
This is the first in a series of blogs on “supercharging” revenue generation through the field service team. If you encourage your field team to promote your products and services to your customers and you are disappointed in the results so far, please read on.
Our field service teams represent an excellent opportunity to increase revenues and profitability by proactively making recommendations of our products and services to our customers. They need only bring their ideas to the customer’s attention while they’re on site performing maintenance. And the revenue generated in this manner can be highly profitable. No increase in overheads. No additional travel or other incremental costs. Profits go straight to the bottom line.It sounds too good to be true. And for some of us this must seem to be the case. Despite our best efforts, we struggle to get our teams as engaged in business promotion as we would like them to be. We fail to meet our revenue generation goals. We continue to be disappointed in the results of our efforts.
In this blog series entitled Supercharging Revenue Generation Through the Field Service Team, we’ll look at the possible reason why our results fail to reach expectations and look at specific steps that we can take to turn those results around. We’ll examine how any service organization can supercharge their revenue generation through their field service teams and use those efforts to stand out from the crowd.
The reality for every service provider is that it’s an increasingly competitive world out there. The challenge is how to stand out from the crowd. How can we differentiate our service from our competitors when our customers see very little difference between us? The answer is that we can do this by helping the customer answer “yes” to this question, “Am I better off for having known you?”
Imagine a customer reflecting on our work over the past several months. Will they say, “Not only does my equipment continue to run exceptionally well, but we’re saving more money today than we’ve ever saved before.” or “… we’re achieving better productivity than we’ve ever achieved before.” or “… we’re getting fewer complaints from tenants than we’ve ever have before.”, etc. When our customers say those things about us, we will stand out from our competitors and achieve a sustainable competitive advantage.
And studies suggest that helping the customer to be better off is exactly what our customers want their service providers to do. In May of 2015, the Globe and Mail newspaper published an article entitled “Why Customer Satisfaction is Overrated”. In the article, they reported on research that found that 75 percent of organizations that left one vendor to go to another, were “satisfied” or “very satisfied” with the vendor they left at the time that they left. Upon further investigation, researchers found that the reason that satisfied or even very satisfied customers left was that they thought that the company that they were going to was in a better position to help them achieve their long term business goals. This study suggests that good customer service, although important, is not enough. Today’s customer is looking for a business partner who can use their specific knowledge and expertise to help them achieve their goals.
Our field service team is in the best position to recognize opportunities that can help our customers achieve their goals. They have the technical expertise, they understand our company’s capabilities, they have an intimate knowledge of our customer’s equipment and they have insight into our customers’ goals and challenges. And, of course, they have direct access to speak with the customer.
Next time we will look at our perception of the proactive efforts of our field service teams and how our mindset may be impacting our results.
Reflection
Think about how your customers view your business
Dec 15, 2020 • News • insurance • Covid-19 • Leadership and Strategy • EMEA • Mactavish
Mactavish, the specialist outsourced insurance buyer and claims resolution expert, says many commercial policyholders have faced drastic premium increases this year as insurers look to improve margins in a hardening market, sometimes of up to 800%....
Mactavish, the specialist outsourced insurance buyer and claims resolution expert, says many commercial policyholders have faced drastic premium increases this year as insurers look to improve margins in a hardening market, sometimes of up to 800%. This is coming in addition to a greater focus on newer risks such as the increase in cyber crime that has been spurred by the pandemic and the rise of remote working.
As insurers also look to protect their reserves and minimise claims payments, Mactavish says it has also seen considerable erosion in the quality and extent of the insurance cover offered to policyholders. This is often buried in T&Cs without being flagged by either insurers or brokers, meaning that policyholders may not be aware of their increased exposure.
Market surveys are showing 34% increases in premiums across the board, but this masks a much more complex picture. Lines such as Crime, Professional Indemnity, Pension Trustees’ Liability and Directors’ and Officers’ insurance have risen far in excess of this. In addition, some industries have suffered much more than others. Firms in the construction, energy, food and beverage, travel, manufacturing and waste sectors will be experiencing particularly challenging renewals.
Mactavish warns that it expects rates to continue to rise in 2021 and says that some companies will be unable to pay for their cover, meaning they will be forced to reduce operations, lay-off employees or even go into administration.
Mactavish is one of the largest independent ‘buyers’ of commercial insurance in the UK, and this year it has helped clients cut the cost of their insurance premiums by 50% in some cases by using a unique approach that runs brokers in head-to-head competition along with their preferred insurance partners. In addition, while cost is an important area of focus, Mactavish has also improved the quality of its clients’ cover by negotiating critical changes to policy wordings.
Bruce Hepburn, CEO, Mactavish said: “For years, the insurance industry has sold its cover on the basis of price as opposed to quality and this has pushed premiums down, when in many cases they should have been higher. The insurance market is hardening now, and premiums are rising dramatically as insurers seek to make up lost ground quickly. The timing couldn’t be worse for firms that are still being battered by the economic fall-out from the pandemic. For some businesses, these unexpected cost increases could be the final nail in the coffin.”
“Aside from playing a role in pushing price increases, COVID-19 has also exacerbated many risk areas. As just one example, there has been a marked increase in cyber crime as employees moved to home-based working. This creates a double whammy effect where policyholders need to buy more insurance at precisely the moment that prices are spiking.”
Hepburn added: “While brokers naturally prefer exclusive relationships, our work shows that you get a much better outcome when there is real competitive pressure between competing suppliers. Since many brokers receive premium-linked commissions from insurers, policyholders should be wary of taking cost increases at face value.”
Mactavish cited a recent engagement in which a financial services firm had been badly let down by its broker. Even on the day its insurance was set to renew, the incumbent was unable to confirm that it had secured 100% of the capacity the firm required. Worse, a number of exclusions had crept into the policy wordings that had removed vast swathes of essential cover. Working at speed, Mactavish was able to put in place all of the required capacity, get rid of the onerous exclusions and achieve a double-digit cost saving.
Mactavish specialises in helping employers enhance their chances of securing reliable insurance policies at competitive prices, and resolving claims disputes.
© 2020 – Field Service News
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