ServiceMax + Nintex: Automating and Optimizing Field Service Management

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1 ServiceMax + Nintex: Automating and Optimizing Field Service Management

2 The Platform for Field Service Blake Wolff SVP Services & Alliances ServiceMax by GE Digital February 28, 2018

3 ServiceMax: We are Field Born, Field Tested Helping you reach your business outcomes Gartner leader in Field Service Management 100% cloud-based; built on Salesforce App Cloud 400+ customers in 40 countries Comprehensive product suite Ecosystem of technology partners & SIs 150 million assets managed 2.5+ million mobile syncs each day Used at 30 million locations

4 Leveraging technology to achieve desired outcomes through new, more compelling, and often disruptive processes and business models. DIGITAL TRANSFORMATION 4

5 Digital transformation is real Storage Smartphones Spaceflight Telepresence Success Defined Challenge old ways of delivering the outcome Utilize assets more efficiently Create a compelling user experience Develop a robust ecosystem Leverage technology as a catalyst 5

6 Digital transformation is not optional 20% Companies will fail 20% of CEOs will fail to act on digital transformation and put their firms at risk. (Forrester Predictions 2018 A Year of Reckoning) 6

7 Digital transformation is enabling outcome-based offerings SOLAR POWER NOT SOLAR PANELS FLIGHT HOURS NOT JET ENGINES DOCUMENT PROCESSING NOT PRINTERS 6

8 Service is critical to achieve business outcomes Equipment enables delivery of outcomes Equipment requires service to operate Outcome-based models are enabled by service Service delivery is a first-choice IIoT application

9 Service Results Productive Equipment Efficient Operations Loyal Customers Reliability/Uptime Performance Return on assets Productivity Operating costs Compliance Customer experience Product quality Revenue 9

10 Customer outcomes using ServiceMax Service Outcomes 12% 18% 11% Increase in Uptime Increase in Productivity Increase in NPS Data based on ServiceMax annual customer survey 10

11 Customers CRM Equipment IoT Field Service Management Equipment data is critical to successful service delivery Access to equipment data and equipment know how Native integrations ERP CRM Financials ERP

12 Equipment-centric Field Service Management Equipment data is key to service delivery Proper equipment maintenance Understand equipment lifecycle Consider equipment strategy Equipment use and condition Matching people s skills with equipment Equipment IoT Installed base management Connected field service Parts logistics RMA Maintenance plans Depot repair Contracts Pricing 12

13 The power of combining asset management with service execution APM ServiceMax Strategy Dashboard management and measurement of asset strategies Maintenance Plan Recommended actions and time lines for maintenance work and automated work order creation Risk Risk-rank reporting and cost estimates for planned, proposed maintenance Engineer Enablement Optimized schedules and complete work order management and debrief Analytics Predictive failure analysis and alerts of real-time asset conditions Service Record Service details and metrics for feedback to predictive analysis

14 Digital transformation suite Connected equipment Asset performance management Field service management Information Insights Actions Data at scale Edge to cloud Lower downtime Predictive analytics Technician productivity Higher service revenue Actions deliver outcomes 7

15 What is Field Service Management? Based on: Six Categories of Field Service Management Application Functionality by Jim Robinson, Gartner, July 2016 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 ANALYTICS AND INTEGRATIONS Reports Dashboards Service Performance Metrics OPERATIONS Warranty Planned Maintenance Contracts Invoicing Reverse Logistics Depot Repair RMA

16 ServiceMax core technology FIELD SERVICE PLATFORM WORK PLANNING & SCHEDULING TECHNICIAN ENABLEMENT WORK ORDER DEBRIEF ENTITLEMENTS & LOGISTICS PREDIX IoT & APM INSTALLED BASE CORE TECHNOLOGY ANALYTICS & INTEGRATIONS OPTIMIZATION ENGINE ENTITLEMENTS ENGINE MOBILE & SYNC ENGINE SERVICE FLOW ENGINE REPORTING ENGINE

17 Nintex helps ServiceMax drive workflow across the field service delivery chain WORK PLANNING & SCHEDULING TECHNICIAN ENABLEMENT WORK ORDER DEBRIEF ENTITLEMENTS & LOGISTICS INSTALLED BASE

18 Technician enablement Field Service App the field-ready mobile experience Schedule & tasks Calendar Routing Work descriptions Debrief invoicing Service execution Work orders, parts lookup RMAs Collaboration Knowledgebase Exceed expectations IoT diagnostics Installed base management Entitlements Checklists ONLINE OFFLINE

19 Mobility Drives Top Service Performance Leaders vs Followers 46% Higher First-time Fix Rate 20% Higher Customer Satisfaction Rate >2x Annual Productivity Improvement Mobile Field Service: Connectivity Drives Success by Tom Paquin, Jan 2017

20 Power & Utilities Electrical Equipment WHY SERVICEMAX? Grow services revenue 10%-15% YOY Implement a "customer centric service approach Leverage mobility and preventive contracts Add value for the customer via IoT integration 50% RESPONSE TIME SCHNEIDER ELECTRIC SOLUTION Improved skills management via ServiceMax Work Order functionality Better outcomes by making right Product information available to technician Significant improvement in scheduling times against SLA s 70% of paper based processes eliminated

21 Thank you

22 James Roberson Vice President & General Manager NINTEX 2

23 Service-to-Cash Cycles Revenue From days to hours Customer SAT Consolidated work steps to simplify and delight customers Costs Well integrated to reduce work steps

24 Nintex for ServiceMax 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 ANALYTICS AND INTEGRATIONS Reports Dashboards Service Performance Metrics OPERATIONS Warranty Planned Maintenance Contracts Invoicing Reverse Logistics Depot Repair RMA Nintex makes the data actionable

25 Work Orders Enterprise Account Management Hours to Seconds per Account with a Single Click

26 Equipment Reports Data visualization with real-time field data Visualize the data and enable realtime field data, like pictures

27 Field Service Technician Focused on usability and productivity Integration Nintex is fully integrated into the ServiceMax platform Reduce Steps Business intelligence around the data to reduce steps Usability Actions within the ServiceMax platform

28 Nintex for ServiceMax Demo

29 Q&A

30 From the xchange mobile app, select Survey from the sessions that you attend Complete the short evaluation Click Submit

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