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LUBOR PTACEK
VP, Product MarketingGE Digital
ServiceMax Overview
GAURAV VERMA
Sr. Product Marketing ManagerGE Digital
Service is aGrowth Engine
Growth rate in services vs. equipment sales at manufacturing companies over past decade.
(Bain 2014 Mfg. Benchmarking Study)
2X
Profit & SatisfactionEngine
IT and service leaders believe field service management helps drive profitability and customer satisfaction
(“Field Service – The Missing Link” Survey, 2016)
73%
Service Optimizes Asset Perfomance
Shifting from reactive to predictive maintenance can reduce asset productivity loss by up to 40%.40%
The Transformation of Field Service
STAGE 3SERVICE IS A PRODUCT
Defined by: customer experience
STAGE 2 SERVICE IS A DIFFERENTIATOR
Defined by: revenue
STAGE 1 SERVICE IS A COST CENTER
Defined by: efficiency
INFORMATION INSIGHTS ACTIONSOPERATIONS
ZERO UNPLANNED DOWNTIME!Lower operating cost | Extend asset lifetime | Optimize asset performance
Service Transformation in the Industrial World
Predix APM ServiceMaxConnected
Assets
Emerging Trend Outcome Based Service
DOCUMENT PROCESSINGNOT PRINTERS
FLIGHT HOURSNOT JET ENGINES
SOLAR POWERNOT SOLAR PANELS
“By 2018, 40% of the top 100 discrete manufacturers and 20% of the top 100 process manufacturers will provide Product-as-a-Service platforms.”
(IDC, 2015)
The Field Service Effect
2016 ServiceMax Customer Survey
AVERAGE RESULTS
FROM OUR CUSTOMERS COMPLIANCE
13%
Increase in service revenue
18%
13%
Decrease in repair time
11%Increase in Net Promoter
Score
19% Decrease in compliance
incidents
11%Increase
in contract renewals
15%
Reduction in safety
incidents
8%
CUSTOMER EXPERIENCE
PRODUCTIVITY & EFFICIENCY
GROWTH & REVENUE
Decrease in service cost
Increase in technician productivity
Based on: Six Categories of Field Service Management Application Functionality by Jim Robinson, Gartner, July 2016
ANALYTICS AND INTEGRATIONS• Reports• Dashboards• Service
Performance Metrics
DEMAND MANAGEMENT• IoT Integration• Customer Portal• CRM Integration
WORK PLANNING• Scheduling
Optimization• Dispatch• Parts• Trunk Stock
TECHNICIAN ENABLEMENT• Scheduling and
Routing• Knowledge Base• Installed Base
Mgmt.• Entitlements
WORK ORDER DEBRIEF• Time• Material• Expenses• Work Debrief• Close-Off
OPERATIONS• Warranty • Planned Maintenance • Contracts • Invoicing
• Reverse Logistics • Depot Repair • RMA
What is Field Service Management?
ServiceMax Platform
ANALYTICS & INTEGRATIONS
INTERNET OF THINGS
FIELD SERVICE BUSINESS PLATFORM
WORK PLANNING & SCHEDULING
WORK ORDER DEBRIEF
TECHNICIAN ENABLEMENT
ENTITLEMENTS & LOGISTICS
INSTALLED BASE
OPTIMIZATION ENGINE
MOBILE & SYNC ENGINE
ENTITLEMENTS ENGINE
SERVICE FLOW
PROCESS ENGINE
REPORTING & METRICS
ENGINE
CORE TECHNOLOGY
The Power Of CloudNative cloud-based solution
Enterprise-grade
Flexible for any scale of service demand
Subscription model
Lower IT staffing requirements
Reporting & Metrics Engine
Service audit trail
Configurable
Dashboards
Time-series analysis
Drill-downs
Service Delivery Process
ANALYTICS & INTEGRATIONS
INTERNET OF THINGS
FIELD SERVICE BUSINESS PLATFORM
WORK PLANNING & SCHEDULING
WORK ORDER DEBRIEF
TECHNICIAN ENABLEMENT
ENTITLEMENTS & LOGISTICS
INSTALLED BASE
OPTIMIZATION ENGINE
MOBILE & SYNC ENGINE
ENTITLEMENTS ENGINE
SERVICE FLOW
PROCESS ENGINE
REPORTING & METRICS
ENGINE
CORE TECHNOLOGY
Installed Base ManagementOffline visibility into configurations, location, and machine data via mobile app
Continuously updated installed products
Maintain accurate installed base data while offline
Provide feedback to product development
Analyze data for actionable business insights
Work Planning & Scheduling
Dispatch Console
Drag and drop work order scheduling
Technician availability, product accessibility, work hours, skills, etc.
Hard and soft constraints flexibility and "cost”
Continuous scheduling with Schedule Optimization
Technician EnablementField Service App – The Field-ready Mobile Experience
SCHEDULING & ROUTING
• Calendar• Navigation• Work descriptions• Debrief invoicing
SERVICE DELIVERY
• IoT Diagnostics• Parts Lookup, Orders, Consumption• RMAs• Collaboration• Knowledgebase
CUSTOMER DELIGHT
• Entitlements• Auto pricing and quotes• Checklists, data collection• Installed Base Management
Table stakes Stand out Differentiate
✔ONLINE ✔OFFLINE
Work Order Debrief
Time and parts billing
Digital sign-off
Pro-forma invoicing
Customer surveys and data collection
ERP integration
Entitlements & Logistics
Contracts & warranty management
Planned maintenance
Parts inventory with trunk stock management
Returns management (RMA)
Mobile entitlements & contract-based pricing
Service quotes/estimates
Servicemax Platform
ANALYTICS & INTEGRATIONS
INTERNET OF THINGS
FIELD SERVICE BUSINESS PLATFORM
WORK PLANNING & SCHEDULING
WORK ORDER DEBRIEF
TECHNICIAN ENABLEMENT
ENTITLEMENTS & LOGISTICS
INSTALLED BASE
OPTIMIZATION ENGINE
MOBILE & SYNC ENGINE
ENTITLEMENTS ENGINE
SERVICE FLOW
PROCESS ENGINE
REPORTING & METRICS
ENGINE
CORE TECHNOLOGY
Connected Field ServiceProductized IoT cloud integration
Deliver proactive service
Extend product life time
Enable outcome-based business models
IIoT Integration
The first solution to seamlessly combine IIoT machine data with a field service delivery system
Machine InitiatedService Requests
Remote Access, File Transfers andSoftware Mgmt.
Contextual Repair Procedures
Connected Diagnostics
Installed Base AppEmbedded Mash-ups of Machine Data
Decision Cycle in APM• Predict• Diagnose• Prioritize
Execution Cycle in FSM• Schedule• Remedy• Record
Separate Systems For Assets And People
Asset People
Decision Cycle in APM• Predict• Diagnose• Prioritize
Execution Cycle in FSM• Schedule• Remedy• Record
Closing The Automation Gap
Asset
ResourcesRecommendations
Feedback
People
APM + SERVICEMAX
Service Performance Metrics
Predefined Key Performance Indicators (KPIs) for Field Service
KPIs: Attach rate, Contract uptime, First-time fix rate, Utilization, Mean time to repair, Mean time to complete, Average response time, Repeat visit
Configurable to specific business process
Consistent benchmarks across the company
Vertical Presence
INDUSTRIAL MANUFACTURING
ENERGY & UTILITIES
HIGH TECH & TELCO
BUILDING & CONSTRUCTION
OIL & GAS
MEDICAL DEVICES
• MILLIPORE SIGMA SOLUTION
• Exploited install base to upsell service plans (10%->40%) to drive profitability
• 360 degree customer view created strong brand loyalty for repurchases
• Increased technician productivity by 5-10% by tracking KPIs in real time
• Reduced spare parts inventory by $1M+
• Contract attach rates rose from 10% to 40%
• WHY SERVICEMAX?
• Maintain market leadership by staying profitable
• Lack of visibility into service operations due to silo systems
• Difficulty in capturing leads from service organization
Medical Devices – Laboratory Equipment
NET PROMOTER SCORE
100% ⬆
• GE POWER SOLUTION
• Enabled preventative maintenance, time sheets & install base functionality
• Empowered engineers to submit time and material entries via mobile app
• Better site management & SLA attainment through installed base
COST SAVINGS
$5M+ Ï• WHY SERVICEMAX?
• Eliminate manual, discrete processing across 20+ systems
• Reap business results of standardized service delivery
• Drive new sources of profitable growth via managed services
Industrial Manufacturing - Water Treatment Equipment
Water & Process Technologies
• TYCO SOLUTION
• Executives could make better decisions through real-time view of service KPIs
• Increased visibility into customer accounts and technician’s trunk stock
• Technicians could debrief & close work orders via mobile app immediately
• WHY SERVICEMAX?
• Homegrown legacy system restricted global growth
• Aggressive growth demanded greater efficiency
• Unable to report in real time on service KPIs
FIRST-TIME FIX RATE
3% ⬆
Building & Construction -Security Systems
The Leader in Field Service Management | 100% Cloud-Based; Built on Salesforce App Cloud
400+ Customers in 40 Countries | Comprehensive Product Suite | Ecosystem of Technology Partners & SIs
115 Million Assets Managed | 1 Million+ Mobile Syncs Each Day | Used at 22+ million Locations
The Leader In FSM
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Our Mission
Our mission is to change the way organizations that service things exceed the expectations of their customers by creating innovative cloud software and services that drive efficiency, improve safety and compliance, and unleash new revenue streams.
Productivity & Efficiency
Growth & revenue
Customer Experience
Compliance
$
Employee Satisfaction
Thank You
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