ARCHIVE FOR THE ‘strategies-for-growth’ CATEGORY
Apr 30, 2019 • Features • management • Strategies for Growth • Strategies for GrowthSM
transform when required. The key, Bill Pollock writes, is in Service Lifecycle Management...
Enaging today’s service enterprise means planning and coordinating service on a global scale. It means delighting your customers – and your shareholders. And it calls for new technologies and business practices designed specifically to solve the Service Lifecycle Management (SLM) challenge.
Based on these reasons, we believe that any field services organisation that strives to provide “bestin-class” field service in support of its customers must first implement a robust SLM solution in order to achieve its objectives. The benefits of implementing an SLM solution are many – and are fairly universal (that is, applicable for virtually every field services organisation, regardless of type, size, or geography served). Users typically identify the following five areas of benefits as the most compelling talking points in selling the
concept to management:
1. Reduced Service Costs
2. Streamlined Workflow
3. Improved Service Levels
4. Enhanced Quality and Growth
5. Increased Customer Satisfaction
Reduced Service Costs
Simply citing generic data regarding potential cost reductions does not generally entice management to look any further. In order to truly gain their attention, it must be specified exactly where the cost savings will be coming from – and to what extent (i.e., provide them with hard numbers). The good news is that a robust SLM solution can manifest quantifiable cost savings from several
specific areas including:
• Improved technician productivity
• Improved Inventory/parts management
• Optimized service delivery
• Reduced time in the “service-to-cash” cycle
These areas of cost savings will very likely peak management’s interest – as well as entice them to ask for more detailed cost-saving information. For example:
Improved Technician Productivity
Through SLM, improvements in technician productivity can be gained in a variety of ways including:
• Providing field technicians with realtime, direct access to customer service history, equipment repair records, product information, and inventory and parts availability enables them to provide the best service possible in the most cost-effective manner by eliminating time-consuming paperwork and forms preparation. As a result, the technicians are able to spend virtually all of their billable time providing customers with the highest levels of service and support, rather than simply collecting information and
filling out forms.
• Providing field technicians with specific service level information for each customer they serve so that they never unknowingly
provide their customers with anything less – or more – than those levels of service that are specifically covered in their respective Service Level Agreements (SLAs).
• Reducing overhead costs through the elimination of most paperwork, delays in communications, and the use of outdated systems that had previously required manual data entry or redundant data input. Empowered by the data and information made available through SLM, field technicians can also serve as the “eyes and ears” of the organisation with respect to identifying potential cross-selling or upselling opportunities for the company’s various products and services. By doing so, customers will not only look at their field technician as “the person who gets things fixed”, but also as a “trusted advisor” – or the one they can count on to both fix their equipment, and provide them with recommendations for acquiring new products and/or upgrading their service level coverage.
Improved Inventory/Parts Management
SLM can also result in “hard” cost savings through improved inventory/parts management, as summarised below:
• SLM enables services organisations to enhance their Equipment Asset Management (EAM) capabilities by allowing them to track
specific component/equipment relationships, and monitor their inventories for the purpose of automatic replenishment. By developing
– and following – tightly integrated inventory management processes, users are able to significantly reduce inventory size and related carrying costs.
• SLM also provides technicians with access to real-time inventory information, as well as the ability to order parts directly from the
field, rather than having to wait until they return to their home base, or gain access to a telephone connection. The ability to work
with real-time parts/inventory information provides both the technicians – and the customers they serve – with immediate access
to parts availability, while simultaneously updating inventory levels and triggering automatic replenishments.
"Citing generic data regarding potential cost reductions does not generally entice management to look further..."
Optimized Service Delivery
Optimized service delivery may mean different things to different people; however, the most compelling benefits of service optimisation, delivered through SLM are typically realized in terms of:
• Minimized time to dispatch (i.e., quicker response time);
• Increased first-time fix rates (i.e., fewer repeat failures and/or service calls); and
• The ability of customers to perform self diagnosis and problem resolution via the Internet.
Ultimately, each of these benefits is realized through improved response time, decreased need for follow-up/repeat calls, and less equipment downtime. Even so, there are still several other types of benefits that will also be of significant interest to company management.
Streamlined Workflow
Technology is the tool that assists services organisations in making their operations run more efficiently – but it is only a tool. However, SLM leverages best-of-breed field service management solutions with industry best practices already builtin, thereby allowing practitioners to benefit not only from the automation of their current processes, but also by allowing them to redefine and improve their processes to deliver optimum results. These results are typically manifested in the following ways:
Integrated Processes and Technologies
Only through SLM can the practitioner benefit from a completely integrated and seamless solution that provides an instant 360-degree web-based view of the entire business. For example, when Sales or Marketing require information from Service.
Operations to develop targeted promotions to maximize cross-sell and up-sell opportunities, a robust SLM solution can give them exactly what they want – when they want it.
Similarly, when Service needs real-time customer information from the Contact Center prior to making a call, SLM makes that information readily available.
Improved and Streamlined Processes
The end result of successfully integrating the organisation’s processes and technologies is improved and streamlined processes – in
other words, running the organisation more efficiently. These benefits are typically manifested in the following ways:
• Through an automated call management system based on CTI, IVR, dynamic scheduling and dispatch, and closure capabilities,
services organisations can rapidly improve and streamline their call management process, thereby significantly increasing
customer satisfaction and retention.
• With the ability to apply contract templates, initiate automatic contract renewals, and build structured workflow processes, users
can maximize their contract processing, resulting in more predictable revenues and improved productivity.
• The capability to track, monitor, and automate stock based upon user-defined rules, in conjunction with the ability to support multiple warehousing strategies, also leads to improved and streamlined stock management levels at reduced inventory
levels (also resulting in reduced costs).
Improved Service Levels
There are basically two ways to look at SLM – (1) as a tool for lowering the cost of doing business, and (2) as a means for improving existing service performance. While the cost savings may be very real, SLM can also be a significant contributor to the overall improvement in the levels of service performance for the organisation. Complete charge capture, and maximizing cross-selling and up-selling opportunities are just some of the ways that play to both perspectives on SLM
Complete Charge Capture of Service Delivery
SLM enables the complete capture of all parameters involved in delivering service (e.g., parts, T&M, expenses, ancillary services, extended warranties, etc.) ensuring that no billable charges are ever lost or overlooked, and ultimately improving invoicing
accuracy. Through SLM, as soon as the technician closes a call and captures the customer’s electronic signature, that data can instantly be transmitted to the central billing system, thereby significantly streamlining and compressing Days Sales Outstanding (DSO).
Maximized Cross-Selling and Up-Selling Opportunities
Through the capability of leveraging a Web-based customer self-service portal in conjunction with a dynamic self-learning knowledgebase, users gain the ability to offer new products/services at every customer interaction, resulting in increased
revenues without increasing costs. A state-of-the-art SLM solution that embeds intelligent automation along with a robust product information management repository can arm all of the employees in the field with first-rate cross-selling and up-selling capabilities by prompting/alerting them of any potential sales opportunities (e.g.,contract/warranty expirations, aging equipment, ancillary accessories, add-ons, etc.) at the specifictime of interaction with the customer.
Ability to Leverage Service as a Competitive Advantage
Through SLM’s Business Intelligence (BI) capabilities, users can identify, monitor, and track opportunities to offer customized and global service agreements based upon each customer’s unique usage levels.
By doing so, the customer benefits from having its service needs and requirements fully met, and the services organisation can maximize its total revenues in the field. SLM also supports the services organisation’s ability to deliver proactive rather than
reactive personalized service – at an affordable price– empowering it to exceed customer expectations and generate repeat sales.
"SLM enables the complete capture of all parameters involved in delivering service..."
Enhanced Quality and Growth
While most of the benefits described thus far focus primarily on transitioning from the past to the present, enhanced quality and growth clearly looks to the future of the organisation – and this is where SLM excels. The three main components of these forward-thinking benefits may best be summarized as follows:
Ability to Deliver Consistent Service Globally
The most effective SLM solution is one that is truly global, able to support customers using all summarised below:
Ability to Anticipate Customer Service Requirements
SLM provides users with easy-to-use functionality, an intelligent knowledgebase, and a comprehensive customer repository to track problems and potentially identify many other problems before they occur. With this valuable information at their fingertips, users can offer more efficient scheduling or preventive maintenance (or implement an IoTpowered Remote Diagnostics / Remote Monitoring
platform), and minimise the need for on-site visits and repeat service calls, wherever possible. As a result, customer satisfaction is increased, and costly unscheduled service visits can be minimised
Improved Responsiveness to Customer Calls and Service Delivery
SLM empowers Contact Center and field personnel with visual alerts, automatic escalation, scripting, and question trees, so they are able to respond to customers’ inquiries quicker and more completely. Through SLM, they will also have a full range of corporate knowledge stores readily available to optimize the customer interaction process.
In addition, the integrated, multi-channel inbound/outbound capabilities facilitated by SLM provide for unparalleled customer support in all areas, including placing and tracking an order, updating records,making payments, receiving remote support, and scheduling a service call.
Making It Easier to Do Business - Making It More Profitable
In today’s increasingly fast-paced business environment, customers have very high expectations, and they will take no excuses for poor customer service. They expect fast, relevant, and accurate information from the companies they do business with, and they will accept nothing less.
The self-service capabilities offered through SLM provide customers with all of the information they need – when they want it, anytime, anywhere.
This, in turn, ultimately results in improved customer satisfaction and strengthened loyalty throughout the user’s customer base.
Bill Pollock is President at Strategies For Growth
Dec 07, 2018 • Features • Management • Bill Pollock • field service • field service management • field service technology • Strategies for Growth • Customer Satisfaction and Expectations • Managing the Mobile Workforce
Bill Pollock, President of Strategies for GrowthSM gives us five questions that we need to be able to answer if we are to meet our customers’ service expectations...
Bill Pollock, President of Strategies for GrowthSM gives us five questions that we need to be able to answer if we are to meet our customers’ service expectations...
Help build the next Strategies for GrowthSM analysis report by participating in their current benchmarking research project by clicking this link and taking their current Warranty Chain Management survey...
The margins on hardware, software and services revenues continue to compress due to increasing competitive pressures, and as customers are becoming more knowledgeable about the growing number of support options available to them.
As a result, customer service is now an even more important factor in establishing and maintaining a strong position in the overall services community.
Every day, more services organisations are relying on customer service to differentiate their otherwise commodity-like offerings in order to bring customers in, keep them happy, and make them loyal. However, while it is not “rocket science”, any services manager can look like an “Einstein” if he or she embraces the rudimentary aspects of customer service throughout all phases of services marketing and promotion, sales prospecting, writing the contract, and managing the customer account over time.
"Every day, more services organisations are relying on customer service to differentiate their otherwise commodity-like offerings in order to bring customers in, keep them happy, and make them loyal..."
While there are many ways to go with respect to defining and establishing a strong customer service mentality within the organisation, the most direct path to determining whether your organisation is on the right track is to test yourself on a number of questions that will indicate how well positioned your organisation is from a customer service perspective.
The basic questions that any sales, marketing or customer service professional should be asking, and a corresponding set of guidelines for addressing each of them, may include:
Does your organisation have a formal customer service or customer care department? Does it have a well-defined customer service mission or charter? Is it adequately staffed and empowered?
Surprising as it may seem, some services organisations have no formal customer service or customer care infrastructure. Even in cases where other departments may be “managing” portions of the company’s customer service activities (e.g., handling complaints, responding to inquiries, etc.), there may still be no formal company-wide procedures or processes for managing customer service. As a result, any customer service activities provided are probably not being performed in a consistent manner. Further, in cases where customer service is performed essentially as a “secondary” activity to the department’s otherwise self-defined “primary” activities, lack of adequate staffing, empowerment and accountability may become major inhibiting factors.
Is there a formal process for handling customer service activities? Are specific responsibilities defined and assigned? Is there accountable ownership?
All functions within the organisation require formal processes to ensure effectiveness. Documented processes are even more important when they involve customers and other external parties (e.g., vendors, dealers, etc.). But processes, in and of themselves, do not get the job done. They must be followed by specific personnel, with specifically defined roles and responsibilities, in order to be effective.
The capability to track who actually has “ownership” of each customer service activity as it is being performed will be critical in measuring overall company performance, as well as providing an ongoing record of success (or failure) in meeting the company’s customer service goals and objectives.
Does your company management promote and encourage customer service? Are there incentives for doing it right, or sanctions for doing it wrong?
Regardless of where your customer service personnel get their primary inspiration, they must still be fully supported by management at all levels. However, this is clearly a case where actions speak louder than words. Management must do everything possible to articulate and communicate its philosophy of customer service throughout the organisation in order to empower its customer service personnel to get the job done – and reward them for being successful at it.
How interactive is your organisation with the customer base? Does it communicate with them enough? Does it provide them with a means for giving their customer service input and feedback?
A one-way street for customer service is never adequate. A services organisation’s customers must also be able to articulate and communicate their concerns to the organisation, and they will need to know how to do so. Accordingly, the organisation should have a formal process in place for soliciting and receiving customer service input and feedback from customers. The process should be well-documented and promoted, easy to access, user-friendly and sincere. Most importantly, all communications coming from the customer base must be quickly and satisfactorily answered. It is generally also a good idea to summarize some of the customer feedback and related company responses in a communicated format such as a company newsletter or Blog, or on the company Website (e.g., FAQs, Customer Service Update, etc.).
Are your customer service personnel properly trained? Do they have all of the necessary tools to get the job done?
Just because certain individuals are “good with people” does not necessarily mean that they are fully equipped to handle all types of customer service situations. It may mean that they have the “right stuff” – but they will still need to receive the “right training.” Even with the proper training, a customer service representative is often only as good as his/her ability to get the job done. This requires access to all of the necessary customer service and support tools, such as guidebooks and procedure manuals; software systems that allow them to log in calls, and track how and when corrective actions are taken; and state-of-the-art mobile communications capabilities.
As you can imagine, there are dozens of additional questions that will still need to be answered before you can be certain that your organisation is addressing all of its key customer service issues. However, these five questions should be at the head of your list in order to make an initial assessment of exactly where your company stands with respect to its customer service philosophy.
Visit Strategies For Growth SM website @ https://pollockonservice.com/
Be social and share...
Dec 03, 2018 • Management • News • research • Bill Pollock • field service • field service management • Strategies for Growth • Warranty Management
Research analyst and consulting firm, Strategies For GrowthSM (SFG℠) has launched its fifth annual Warranty Chain Management (WCM) Benchmark Survey Update, and invites all Warranty Management professionals to participate. The 2019 WCM Survey will...
Research analyst and consulting firm, Strategies For GrowthSM (SFG℠) has launched its fifth annual Warranty Chain Management (WCM) Benchmark Survey Update, and invites all Warranty Management professionals to participate. The 2019 WCM Survey will remain “live” on the Web through the end of the year.
According to SFG℠ president and principal consulting analyst, Bill Pollock, “The results of the 2018 survey revealed that nearly three-quarters (71%) of respondents believe effective warranty chain management to be at least 'very important' to the overall financial performance of the business, with just under a quarter (22%) believing it to be 'extremely important.'
[quote float="left"]All respondents that provide their e-mail address will receive a link for downloading a complimentary copy of the Executive Summary Analysts Take white paper immediately following the conference.[/quote] The results further revealed that this sense of importance continues to increase substantially, year-over-year, as one-quarter (25%) believed effective warranty chain management to be 'more important than one year ago,' compared to only 3% believing it to be 'less important' – a ratio of roughly 8:1 citing 'more important' over 'less important’. As such, we know the segment is based on a sound foundation that is getting stronger moving forward."
The final results of the current survey will be presented by Pollock at the 2019 Warranty Chain Management Conference, March 12 - 14, 2019, in Orlando, Florida. In addition, all respondents that provide their e-mail address will receive a link for downloading a complimentary copy of the Executive Summary Analysts Take white paper immediately following the conference.
The survey consists of a targeted, multiple choice questionnaire that should take less than 15 minutes to complete. All responses will remain strictly confidential, and will only be tabulated and reported in the aggregate.
Simply click on the following link to begin the survey, or, if you prefer, you may forward it to someone else in your organization to complete:
https://www.surveymonkey.com/r/WCM_19
BTW - Be sure to watch in Q1, 2019 for Bill Pollock’s article in Field Service News that will provide the key executive-level results of the current survey.
SFG℠ thanks you in advance for your participation!
Mar 20, 2018 • Augmented Reality • Commoditization • Data Driven • FSM • future of field service • Jan Van Veen • Machine Learning • manufacturing • Merged Reality • Michael Blumberg • Monetizing Service • moreMomentum • Bill Pollock • Blumberg Associates • cloud • digitalisation • field service management • Servitization • Strategies for Growth • Uncategorized
In the Big Discussion, we will take one topic, bring together three leading experts on that topic and put three key questions to them to help us better understand its potential impact on the field service sector...
In the Big Discussion, we will take one topic, bring together three leading experts on that topic and put three key questions to them to help us better understand its potential impact on the field service sector...
This issue our topic is the what to expect in 2018 and our experts are Michael Blumberg, Blumberg Advisory, Bill Pollock, Strategies for GrowthSM and Jan Van Veen, moreMomentum
The first question we tackled was What is the biggest challenge facing field service companies in the next 12 months?
Now let's turn to the second question in the discussion...
What is the biggest opportunity facing field service companies in the next 12 months?
Bill Pollock: The biggest opportunity facing field service companies today is the ability to compete head-to-head with any of their main competitors – however large or small – through the implementation and/or upgrade to a Cloud-based Field Service Management (FSM) solution. Over the past several years, Cloud technology has normalized the playing field for both FSM solution providers and their customers, who are no longer encumbered by the cost and complexity of their legacy premise-based solutions and applications.
Advances in technology are also giving a boost to those field service companies that have embraced these new technologies. For example, the greatest opportunities over the next 12 months will most likely be realised by those companies that will have already implemented Augmented Reality (AR) and/or Merged Reality (MR) into their field service operations. However, the most likely dominant field service organisations will be the ones that have also taken steps to explore the benefits of moving to an Artificial Intelligence- (AI) and Machine Learning- (ML) driven field service solution.
The technology is already there for every field service company; however, only those that embrace – and implement – these technologies will actually be able to reap the benefits.
Jan Van Veen: When talking about the biggest opportunities, I think we need to look beyond 12 months. It is mission critical to act now on future success.
Most industries are somewhere around the top of the life cycle and are facing (first signs of) commoditization.
The big opportunity for them is to go through the next life cycle where the added value is about enhancing the use of technology. The new value propositions will be heavily driven by data, algorithms and intelligence. The value will be far beyond predictive maintenance and uptime of technology.
This is a domain in which young, rapidly growing data-driven companies are in their comfort zone. So, the opportunity here is moving up the food chain and increase relevance for clients. By failing to pursue these opportunities, the threat is being forced down in the food chain and seeing other players deliver the high value, whilst seeing your role being limited to manufacturing equipment, spare parts and, to some extent, delivering low skilled hands-on machines for maintenance.
For those companies who are not ready to focus on these opportunities, I think your top priority should be to build the missing foundation and make sure you are ready to pursue the opportunities soon.
Michael Blumberg: The biggest opportunity facing field service companies in the next 12 months lies in pursuing strategies that will advance their journey along the path toward servitization.
The specific strategies vary from company to company based on where they are on their journey. For some companies, 2018 will be the year when they finally transition their field service operation from a cost centre to a profit centre. For others, the opportunity lies in monetizing service offerings and effectively marketing and selling service outcomes.
Still, others will have the opportunity to invest in digital technologies that enhance service quality, boost productivity, and create an uber-like experience for their customers.
Be social and share
Mar 07, 2018 • Features • Future of FIeld Service • future of field service • Jan Van Veen • Michael Blumber • moreMomentum • Bill Pollock • Blumberg Associates • Strategies for Growth
In the Big Discussion, we will take one topic, bring together three leading experts on that topic and put three key questions to them to help us better understand its potential impact on the field service sector...
In the Big Discussion, we will take one topic, bring together three leading experts on that topic and put three key questions to them to help us better understand its potential impact on the field service sector...
This issue our topic is the what to expect in 2018 and our experts are Michael Blumberg, Blumberg Advisory, Bill Pollock, Strategies for GrowthSM and Jan Van Veen, moreMomentum
So let's tackle the first question...
What is the biggest challenge facing field service companies in the next 12 months?
Bill Pollock: The biggest challenge facing field service companies in the next 12 months will be keeping up with customer expectations for service delivery as they continually raise the bar with respect to performance. This is not necessarily a “new” challenge – it actually has been one of the main challenges for field service companies year-after-year. However, the current environment of constantly improving technology and its availability through both the traditional, “tried-and-true” FSM solution providers plus the introduction of several new technology-based solution vendors makes this challenge particularly daunting for many field service managers.
Selecting which technology to implement is not the only challenge, however; field service companies must also be able to choose the right solution vendor to help them design, implement and support their newly acquired technology. Some of the most challenging questions may be, “If we’re already using Microsoft Dynamics 365 for our CRM solution, should we also use Microsoft Field Service?”; similarly, “If we’re already using Salesforce for our sales and marketing management, should we also use their Field Service Lightning solution?” Other questions may include, “Should we use one of the traditional FSM solution providers, such as Astea, ClickSoftware, IFS/Metrix, ServicePower, etc., or one of the newer providers?”; or “Should we use a UK-based solution provider, such as Fast Lean Smart, or Kirona, etc., rather than an off-shore-based provider?”
The choices are many – and no less challenging than they have been in the past!
Jan Van Veen: Most manufacturing companies and their service units struggle to innovate and change quick enough.
Technology is developing at an increasing pace; adoption of new technology has never been so rapid. In the digital era, we can expect competition from new entrants like innovative data- and algorithm-driven businesses.
So, the name of the game now is ‘Adapt and Thrive’ (or ‘Stagnate and Die’). The winners of the next decades will be those who can maintain a high speed of business innovation and change, and can cope with a high level of uncertainty and unpredictability.
What is holding most manufacturing companies back is;
- Slow change, whether it’s small change or bigger change
- Stuck in business-as-usual: innovations are predominantly incremental improvements of the status quo
- Lack of influence: individuals at all levels and in various departments see the threats, opportunities and the lack of progress, which frustrates them
I believe that one of the biggest challenges right now is to increase momentum for rapid and fluent change from the inside, and empowering employees at all levels to take ownership.
Michael Blumberg: In the short term, field service companies must also find ways to balance service quality and productivity with their financial goals and objectives (think costs and profits), all while striving to maintain exceptional levels of customer satisfaction and loyalty.
This objective holds true for any 12-month period under consideration whether the year is 2018, 2008, or 2028.
The challenge lies in developing and implementing a winning strategy based on current financial and operating constraints that each company faces.
Be social and share
Sep 07, 2017 • Features • MArne MArtin • research • Bill Pollock • servicepower • Software and Apps • software and apps • Strategies for Growth
Research conducted by Bill Pollock, president and principal consulting analyst at Strategies For GrowthSM (SFGSM) reveals that selecting a Field Service Management (FSM) solution often requires months – if not years – of due diligence to reduce the...
Research conducted by Bill Pollock, president and principal consulting analyst at Strategies For GrowthSM (SFGSM) reveals that selecting a Field Service Management (FSM) solution often requires months – if not years – of due diligence to reduce the “long list” of potential vendors and solutions down to a carefully selected “short list” of possibilities...
Making a decision based on your own research is often a daunting task, collating and interpreting RFP information and sorting live demonstration ‘vaporware’ from actual, live software capabilities.
The following provides an additional set of information that your peers in the industry consider fundamental to the decision – data your team can use to make a final, intelligent choice that grows with your business into the future.
The results from SFGSM’s 2017 Field Service Management Benchmark Survey clearly identify four specific factors cited by half (or nearly half) of the survey respondent base when making their respective FSM vendor and solution decisions, namely:
- 50% Prefer a solution that interfaces with Customer Relationship Management (CRM)
- 47% Prefer to work with a single provider of Field Service functionality
- 47% Prefer a solution that is intuitive and easy to train on
- 45% Prefer to invest in a solution that fosters Sales and Service collaboration
Another 35% also cite their preference for a solution that rolls out quickly.
While each (or all) of these factors may have contributed in some way to your decision-making process, your final decision is likely to rely more on how the FSM solution you choose will address your greatest challenges, provide the greatest opportunities and benefits for services delivery improvement, and allow you to compete head-to-head against your strongest competitors.
Compounding the importance of your selection, the chosen solution must also provide the ability to improve existing customer satisfaction levels, and increase the services organisation’s contribution to the company’s bottom line. Quite an undertaking, to be sure; but certainly doable – but, only with the most effective and robust FSM solution in place, and a full complement of vendor resources to support it over time.
Functionalities to Look For When Selecting & Evaluating an FSM Vendor/Solution
Gartner cites six categories of FSM enablement that should be included in any (i.e., every) FSM solution – at least every FSM solution that is strong enough to run the entire organisation’s services business. They are:
- Demand Management – including customer portals, multichannel customer communications, IoT integration, triage support, field work order/appointment request, field quoting, field parts sourcing, ticketing system integration and long-cycle work requests.
- Work Planning – including forecasting, scheduling optimisation, parts demand planning, purchasing, Geographic Information Systems (GIS) integration, customer communications and third-party service enablement.
- Technician Enablement (Mobile) – including Global Positioning System (GPS) integration, routing, equipment history/site details, social collaboration, customer communications, knowledge base/work instructions, purchasing & quoting/sales and tool management.
- Work Order Debrief – including work order financial information, customer forms, site evidence, equipment updates, recommendations, payment collection and customer surveys.
- Operations – including invoicing and price books, installed equipment manager, maintenance agreement management, maintenance plans and quoting, warranty management & warranty claims management, revenue recognition enablement, reverse logistics management, depot repair, equipment supersession, engineering change requests and fleet management.
- Analytics and Integration – including field service performance management; cross-functional predictive analytics; alerts, notifications and gamification; and Enterprise Resource Planning (ERP), Customer Relationship Management (CRM) and GPS integration.
While most vendors will say they offer all of these functionalities within their FSM solution offerings, it is more than likely that there will be significant gaps in key categories such as work planning, technician enablement, and analytics and integration (among others).
However, each of these areas will be critical to the overall enablement that your FSM solution is needed to provide and, therefore, must be included in the FSM solution that is ultimately selected and implemented.
Marne Martin, CEO, ServicePower, a leading provider of field service and hybrid mobile workforce management solutions, agrees that all six of these areas must be addressed in any FSM solution, noting “For organisations looking for a single vendor, end-to-end solution with an easy integration process to existing CRM or ERP packages, ServicePower is a great fit.”
The options are many, the costs have come down (i.e., through the proliferation of the subscription basis model) and the FSM solution alternatives are “all over the place” with respect to the comparative breadth and depth of product functionality, strategic partnerships
“Our solution provides a full complement of mobile workforce management functionality, from consumer entitlement, to schedule optimisation and contractor dispatching, work order management, enterprise mobility, asset, inventory and contract management, and 360° BI (i.e., Business Intelligence).”
She further adds that, “While most FSM vendors also offer ‘scheduling’, ServicePower’s solution is the only one on the market designed to improve the customer experience though real time AI (i.e., Artificial Intelligence) and robust mobile functionality, while streamlining service operations with integrated hybrid workforce management functionality.
SFGSM’s survey results validate the effort ServicePower has expended in extending our solution to include the full spectrum of functionality required to manage a mobile operation, from entitlement through a plug and play intelligent consumer portal to warranty management and BI.”
Making the Final Decision – It’s Time to Decide!
The Cloud has normalised the playing field for most FSM vendors and their customers.
The options are many, the costs have come down (i.e., through the proliferation of the subscription basis model) and the FSM solution alternatives are “all over the place” with respect to the comparative breadth and depth of product functionality, strategic partnerships, FSM vendor acquisitions, “new” product roll-outs and the like.
However, in deciding which is the best fit for your field service operation, today and for the long term, one thing remains clear – the field service operations at your organisation will remain the central focus of your role and responsibility.
Why would you want to go with a vendor that doesn’t provide it all?
Be social and share this feature
Jun 15, 2017 • Features • Management • mplsystems • research • Bill Pollock • Strategies for Growth • Susannah Richardson • UK
"Bill Pollock, President Strategies for GrowthSM takes a look at some of the findings of their 2017 Field Service Management Benchmark Survey to explore the degree to which UK Field Service Organisations are investing in new technologies and...
"Bill Pollock, President Strategies for GrowthSM takes a look at some of the findings of their 2017 Field Service Management Benchmark Survey to explore the degree to which UK Field Service Organisations are investing in new technologies and analytics…”
Each year, Strategies For GrowthSM (SFGSM) conducts a series of Benchmark Surveys directed to the global services community. The preliminary results of the 2017 Field Service Management (FSM) Benchmark Survey clearly reflect that UK/Europe Field Service Organisations (FSOs) are continuing their focus on addressing the top market drivers that impact their geographic marketplace – and in many cases, at a significantly higher rate than their global respondent counterparts!
For example, UK/Europe FSOs currently place their greatest emphasis on dealing with such key market drivers as:
- Customer demand for quicker response time;
- Internal mandate to drive increased service revenues;
- Need to improve workforce utilisation and productivity; and
- Need to improve service process efficiencies.[/ordered_list]
In fact, the 2017 results clearly show the increased importance of making process improvements compared to just one year earlier when process efficiencies did not even place among the top three market drivers. Therefore, it should come as no surprise that UK/Europe FSOs are continuing to invest more in new technologies – most notably, the Internet of Things, or IoT, and mobile tools – in support of their respective field forces.
It’s no longer simply about field technicians being at the right place at the right time with the right parts, but also about them being empowered to excel in the service that they offer and to provide additional services - Susannah Richardson, mplsystems
“We’re also seeing organisations looking at ways to better manage the planning of their workforce in real-time. Typically planners spend lots of time managing exceptions, such as: emergency jobs; customer changes or job overruns and delays; even if they have scheduling in place, too often these are not flexible enough to handle live situations. We are seeing lots of interest in our new scheduling algorithms to handle real-time changes and IoT feeds (AESOP) and so improve efficiency in both planning teams and the field workforce.”
However, one of the greatest differences reflected in the UK/Europe survey results is in the percent of services organisations that are currently developing and/or improving the Key Performance Indicators (KPIs) they use to measure service performance; (i.e., cited as a top strategic action by 65% of UK/Europe respondents, compared to only 47% overall.
Richardson agrees that, “Business analytics are a large part of all of our customers’ field services and business operations, which is why it is such an integral component of our solution offerings. Traditional measures don’t offer service performance, as they are operationally focused and don’t reflect customer experience. However, now we’re seeing our clients using our analytic tools to develop their own dashboards as they have become increasingly focused around KPIs specific to the service and experience that they are delivering to their customers.”
Another key factor that may be used to explain the heightened focus of UK/Europe FSOs for stepping up to improve their lot is that they continue to lag slightly behind their global counterparts with respect to service profitability (mean average of 35%, or slightly lower than the 38% attained among the overall respondent base, both in 2015/16 and 2017 surveys).
In addition, at a mean average of 81%, UK/Europe FSOs are also currently falling somewhat below the global survey population with respect to attaining desired levels of customer satisfaction (i.e., 83%). However, the research also strongly suggests that the market recognises the importance of stepping up to the challenge of improving their performance for these two key metrics.
Planned strategic actions by UK/Europe services organisations through 2017 reflect an even more dynamic, rather than static, approach to the field services marketplace
While UK/Europe services organisations cite current investments in mobile tools to support field technicians as somewhat lower (27%) than the overall survey base (40%), future plans (i.e., over the next 12 months) for integrating new technologies are reported virtually at par with the rest of the world (i.e., 35% in the UK/Europe, compared with 37% for the global survey base). Accordingly, these data suggest that the adoption of new technologies in the UK/Europe may be roughly only one year behind that reflected by the general survey population (which is mainly comprised of respondents from the Americas).
Planned strategic actions by UK/Europe services organisations through 2017 reflect an even more dynamic, rather than static, approach to the field services marketplace. For example, 54% of respondents plan to develop and/or improve their use of field service KPIs, or metrics; and just as many plan to improve planning and forecasting activities with respect to field operations (54%).
What these data primarily show is that the UK/Europe field services community recognises the need to take specific strategic actions to enhance and improve existing service processes and operations, and that these actions begin first and foremost with the need to develop and/or improve the use of service metrics and KPIs.
The greatest impact on the future of Field Service Management is most likely to come as a result of the growing acceptance of Cloud-based technology
However, the greatest impact on the future of Field Service Management is most likely to come as a result of the growing acceptance of Cloud-based technology. Among those UK/Europe organisations currently planning an FSM implementation in the next 12 months (or considering doing so in the next 12 to 24 months), a Cloud-based solution is preferred by 40% of respondents, compared to only 20% citing a preference for Premise-based – basically, a 2:1 ratio in favour of Cloud.
However, roughly two-out-of-five respondents (40%) remain undecided at this time (compared to only 33% for the general survey population). Still, Cloud-based FSM solutions appear to be the dominant preference, regardless of global geography.
In 2017 and beyond, the focus will likely be even stronger on the customer in terms of striving to meet (and exceed) their demands, preferences and expectations – or “back to the basics”. UK/Europe FSOs will continue to plan to accomplish this mainly by improving the processes they use for delivering their services; the KPIs they use to monitor their improved performance over time; investing in new tools to support both field technicians and customers; and integrating new technologies into their existing FSM or Service Lifecycle Management (SLM) systems.
Richardson and the team will be attending Field Service Management Expo next week where mplsystems will be unveiling a new genetic algorithm based scheduling tool, to find out more visit them on stand N650 and for those unavailable to attend you ca contact Richardson directly at susannah.richardson@mplsystems.co.uk
Be social and share this feature
Feb 17, 2017 • Features • Future of FIeld Service • Pollock On Service • Bill Pollock • field service • field service management • IoT • Strategies for Growth
The Internet of Things has been positioned as the key technology that will lead to a true evolution of field service delivery. Bill Pollock, President of Strategies for GrowthSM looks at the challenges revealed in his latest benchmarking research...
The Internet of Things has been positioned as the key technology that will lead to a true evolution of field service delivery. Bill Pollock, President of Strategies for GrowthSM looks at the challenges revealed in his latest benchmarking research and explains how IoT will help field service organisations meet these...
The Convergence of the IoT and Field Service Management (FSM)
The Internet of Things (IoT) is not a new concept.
To a growing number of services managers, the two are inseparable as they have been integrally linked together for as long as they have been heading their organisation’s services operations.
This is especially true in an environment where an influx of millennials are rapidly replacing baby boomers in virtually all aspects of the services sector; where the “marriage” between Field Service Management (FSM) and the IoT is generally seen as a “given” with respect to providing the organisation with the ability to satisfy the total needs, requirements and expectations of their respective customers.
As such, this “marriage” is somewhat analogous to the Reese’s Peanut Butter Cup, or taking “tried and true” favourites like chocolate and peanut butter, integrating the two together, and coming up with something “new” that the marketplace simply cannot live without. The big difference, however, is that the IoT is much more than just a tasty morsel - it is transforming the very core of field service management.
“For most field service organisations FSM solutions are no longer “new” to the services industry...”
However, it can clearly help to re-position an already well-run organisation for accelerated growth, heightened market position, improved effectiveness, improved customer satisfaction and increased profitability. For a growing number of FSOs, the greatest determinants of their commercial viability – and profitability – are the efficiency, functionality and effectiveness of their IoT-based Field Service Management (FSM) solution.
There’s FSM, and Then There’s the IoT-powered FSM
For most field service organisations (i.e., Gartner estimates roughly 75%) FSM solutions are no longer “new” to the services industry – they are a fact of life. What is still news, however, is how easy they now are to implement, as Cloud technology has essentially normalized the playing field so that FSOs of all types and sizes, and serving any geography, can benefit from its implementation.
The results of Strategies For GrowthSM‘s (SFGSM) 2016/17 Field Service Management Benchmark Survey report that the top opportunities, or benefits, cited by FSOs with respect to acquiring and integrating new technology (i.e., the IoT, among others) are:
- 44% Ability to run a more efficient field service operation by eliminating silos
- 39% Improve customer satisfaction
- 35% Ability to provide customers with an end-to-end engagement relationship
- 30% Establish a competitive advantage
- 26% Improve field technician utilisation and productivity
- 25% Reduce Total Cost of Operations (TCO)
The survey data also suggest that the opportunities and benefits significantly outweigh the challenges for a clear majority of FSOs – but, they still exist.
However, the IoT helps to make it all possible by allowing the new technology – in most cases – to easily integrate with existing FSM systems.
This is particularly true for FSOs whose FSM solutions are already built on a Customer Relationship Management (CRM) platform, where the addition of field service management functionality may be as easy as simply adding a module to the existing system. This is an important factor – and it should be – for FSOs as they make their decision to acquire a specific FSM solution.
The SFGSM survey research also reveals that, for a near majority of FSOs, this decision is “impacted mostly” by:
- 50% Prefer a solution that interfaces with CRM
- 47% Prefer to work with a single provider of Field Service functionality
- 47% Prefer a solution that is intuitive and easy to train on
- 45% Integrating new technologies into existing FSM solution platform
Another 35% also prefer to invest in a solution that fosters collaboration between Sales and Service as a top decision-making factor.
What the Future Holds for the Convergence of the IoT and Field Service Management
The “future” of field service is already here!
“Like the Reese’s Peanut Butter Cup, the market does not really care how the chocolate and the peanut butter are engineered into the final product; they just know that it tastes good, and the two ingredients work exceptionally well together”
The greatest manifestations of this pervasive technology may be best described in the providing FSOs with the capabilities to:
- Collect whatever data that are needed to improve a process, or improve a product, based on its measured, monitored and tracked usage
- Switch to a lower-cost predictive model vs. the more traditional – and more expensive – preventative maintenance model
- Determine which services to offer to customers that the organisation cannot offer today (e.g., a next-level guarantee against downtime, which can be turned into a premium service, etc.)
- Sell, cross-sell and upsell new services, packaged as competitive differentiators
- Create a more effective KPI program that can measure, monitor and track both the still-relevant traditional KPIs, as well as the “new” KPIs that are being created through the use of the IoT
The IoT technology is readily available; the market demand is here; and the positive impact on the bottom line of an FSM solution, powered by the IoT, is quite compelling. Just like the Reese’s Peanut Butter Cup, the market does not really care how the chocolate and the peanut butter are engineered into the final product; they just know that it tastes good, and the two ingredients work exceptionally well together – just like the Internet of Things and Field Service Management.
Be social and share this feature
Jan 12, 2016 • Features • Kirona • Research • Bill Pollock • field service • field service management • Strategies for Growth
Are UK field service companies keeping pace with the rest of the world? In Part One of this exclusive four-part benchmarking report for Field Service News, Bill Pollock, President & Principal Consulting Analyst, Strategies for Growth SM, revealed...
Are UK field service companies keeping pace with the rest of the world? In Part One of this exclusive four-part benchmarking report for Field Service News, Bill Pollock, President & Principal Consulting Analyst, Strategies for Growth SM, revealed comparative performances and some of the differences between US and UK/European field service organisations. Here, in Part Two, he reports what UK and European service companies say are the key drivers influencing strategy. The publication of this research is sponsored by Kirona.
Download the full report! Click here to download it now!
The key drivers that most influence UK/Europe organisations to improve the overall performance of their field service operations are similar to those cited by the overall respondent base, although, with a higher degree of intensity, and in a slightly different order – i.e., one that places somewhat more emphasis on customer demand and workforce utilisation, productivity and efficiency.
Nonetheless, the UK/Europe respondents have clearly identified the specific drivers that are pushing them to aspire to the attainment of higher levels of performance. For example, customer demand for quicker response time is cited by more than half of the respondent base (i.e., 56%) as the top driver their organisation currently focuses on with respect to optimising field service performance.
The need to improve workforce utilisation and productivity, and need to improve service process efficiencies are the next most highly cited at 47% of respondents, respectively.
It is clear that the main focus of UK/Europe services organisations remains squarely on the customer.
They have already recognised that a focus on the customer must be first and foremost with respect to driving their service operations, and that they could neither attain – nor maintain – a strong competitive status in the services community without having focused first on their customer’s needs and requirements; and, next, on improving the internal services operations necessary to meet their expectations.
As such, the common threads that tie all of these drivers together among UK/Europe services organisations may be best categorised into three groupings essentially comprising:
- Customer demand for quicker response and improved asset availability;
- Field technician utilisation, productivity and efficiency improvement; and
- An internal mandate to drive service revenues – and profits.
We also believe that it is a mistake to dwell only on the “top” factors that are driving the market – and the organisation.
There are several other factors respondents also cite as just “bubbling under the surface” with respect to their potential impact on the overall well-being of the organisation
- 22% Competitive pressures / need for market differentiation
- 14% Customer demand for more accurate service call scheduling
- 12% Escalating field service operations costs
- 8% Need to reduce dispatch-related errors
It is noted that UK/Europe organisations are far less likely to be driven by competitive pressures/ need for differentiation than the overall survey universe (i.e., only 22% for the UK/Europe, compared to 33% for the overall respondent base).
Also, while only 8% (i.e., or roughly 1-in-12) UK/ Europe respondents cite the need to reduce dispatch-related problems as a key factor, this driver is apparently still an important consideration to a significant number of organisations.
Another key influencing factor revealed through the analysis is that only 62% of the UK/Europe services organisations surveyed have experienced some improvement in year-over-year field technician productivity (i.e., measured in terms of average calls completed per day), compared to 67% among the overall respondents). Nearly as many (i.e., 61%) have experienced improvements in service revenue, per field technician during the same period.
A similar percentage (i.e., 60%) have also experienced improvements in their year-over-year service profitability.
In fact, these year-over-year increases have helped UK/Europe services organisations to attain a mean average of 35% service profitability in the most recent reporting period, only slightly lower than the 38% attained among the overall respondent base.
Customer satisfaction
At a mean average of 82%, UK services organisations are also currently falling somewhat below the global survey population with respect to attaining desired levels of customer satisfaction (i.e., 85%).
At a mean average of 82%, UK services organisations are also currently falling somewhat below the 85% of the global survey population with respect to attaining desired levels of customer satisfaction
Based both on the survey findings and SFGSM’s ongoing follow-up research, it is not surprising that the UK/Europe field services community recognises that it will need to increase its investments in mobile tools and new technologies to compete effectively in an expanding global marketplace.
In addition, it also recognises the importance of building an effective Key Performance Indicators (KPIs), or metrics, program to measure the impact that its strategic actions, technology investments and resource acquisitions will actually have on the organisation’s performance moving forward.
Perhaps one of the most encouraging signs for the future success of UK/Europe services organisations is that nearly two-thirds (64%) of respondents cite the development/improvement of the KPIs and metrics they use to measure, monitor and track their field service performance over time as their top strategic priority.
This figure is substantially higher than the 52% cited by the overall survey population – and even higher than the 52% cited by Best Practices organisations.
Download the full report! Click here to download it now!
Watch out for Part 3 , where Bill Pollock reports on KPI performance and what technologies companies plan to invest in from 2016 onwards.
Field Service News is published by 1927 Media Ltd, an independent publisher whose sole focus is on the field service sector. As such our entire resources are focused on helping drive the field service sector forwards and aiming to best serve our industry through honest, incisive and innovative media coverage of the global field service sector.
Leave a Reply