ServiceMax Overview. LUBOR PTACEK VP, Product Marketing GE Digital. GAURAV VERMA Sr. Product Marketing Manager GE Digital

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2 ServiceMax Overview LUBOR PTACEK VP, Product Marketing GE Digital GAURAV VERMA Sr. Product Marketing Manager GE Digital

3 Service is a Growth Engine 2X Growth rate in services vs. equipment sales at manufacturing companies over past decade. (Bain 2014 Mfg. Benchmarking Study)

4 Profit & Satisfaction Engine 73% IT and service leaders believe field service management helps drive profitability and customer satisfaction ( Field Service The Missing Link Survey, 2016)

5 Service Optimizes Asset Perfomance 40% loss Shifting from reactive to predictive maintenance can reduce asset productivity by up to 40%.

6 The Transformation of Field Service STAGE 1 SERVICE IS A COST CENTER Defined by: efficiency STAGE 2 SERVICE IS A DIFFERENTIATOR Defined by: revenue STAGE 3 SERVICE IS A PRODUCT Defined by: customer experience

7 Service Transformation in the Industrial World Connected Assets Predix APM ServiceMax OPERATIONS INFORMATION INSIGHTS ACTIONS ZERO UNPLANNED DOWNTIME! Lower operating cost Extend asset lifetime Optimize asset performance

8 Emerging Trend Outcome Based Service 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) SOLAR POWER NOT SOLAR PANELS FLIGHT HOURS NOT JET ENGINES DOCUMENT PROCESSING NOT PRINTERS

9 The Field Service Effect Increase in service revenue Increase in technician productivity 13% 18% GROWTH & REVENUE CUSTOMER EXPERIENCE Increase in contract renewals Increase in Net Promoter Score 11% 11% 13% AVERAGE RESULTS FROM OUR CUSTOMERS 15% 8% Decrease in service cost 19% Decrease in compliance incidents PRODUCTIVITY & EFFICIENCY COMPLIANCE Decrease in repair time Reduction in safety incidents 2016 ServiceMax Customer Survey

10 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

11 ServiceMax Platform FIELD SERVICE BUSINESS PLATFORM WORK PLANNING & SCHEDULING TECHNICIAN ENABLEMENT WORK ORDER DEBRIEF ENTITLEMENTS & LOGISTICS INTERNET OF THINGS INSTALLED BASE ANALYTICS & INTEGRATIONS CORE TECHNOLOGY OPTIMIZATION ENGINE ENTITLEMENTS ENGINE MOBILE & SYNC ENGINE SERVICE FLOW PROCESS ENGINE REPORTING & METRICS ENGINE

12 The Power Of Cloud Native cloud-based solution Enterprise-grade Flexible for any scale of service demand Subscription model Lower IT staffing requirements

13 Reporting & Metrics Engine Service audit trail Configurable Dashboards Time-series analysis Drill-downs

14 Service Delivery Process FIELD SERVICE BUSINESS PLATFORM WORK PLANNING & SCHEDULING TECHNICIAN ENABLEMENT WORK ORDER DEBRIEF ENTITLEMENTS & LOGISTICS INTERNET OF THINGS INSTALLED BASE ANALYTICS & INTEGRATIONS CORE TECHNOLOGY OPTIMIZATION ENGINE ENTITLEMENTS ENGINE MOBILE & SYNC ENGINE SERVICE FLOW PROCESS ENGINE REPORTING & METRICS ENGINE

15 Installed Base Management Offline 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

16 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

17 Technician Enablement Field Service App The Field-ready Mobile Experience Table stakes Stand out Differentiate SCHEDULING & ROUTING SERVICE DELIVERY CUSTOMER DELIGHT Calendar Navigation Work descriptions Debrief invoicing IoT Diagnostics Parts Lookup, Orders, Consumption RMAs Collaboration Knowledgebase Entitlements Auto pricing and quotes Checklists, data collection Installed Base Management ONLINE OFFLINE

18 Work Order Debrief Time and parts billing Digital sign-off Pro-forma invoicing Customer surveys and data collection ERP integration

19 Entitlements & Logistics Contracts & warranty management Planned maintenance Parts inventory with trunk stock management Returns management (RMA) Mobile entitlements & contractbased pricing Service quotes/estimates

20 Servicemax Platform FIELD SERVICE BUSINESS PLATFORM WORK PLANNING & SCHEDULING TECHNICIAN ENABLEMENT WORK ORDER DEBRIEF ENTITLEMENTS & LOGISTICS INTERNET OF THINGS INSTALLED BASE ANALYTICS & INTEGRATIONS CORE TECHNOLOGY OPTIMIZATION ENGINE ENTITLEMENTS ENGINE MOBILE & SYNC ENGINE SERVICE FLOW PROCESS ENGINE REPORTING & METRICS ENGINE

21 Connected Field Service Productized IoTcloud integration Deliver proactive service Extend product life time Enable outcome-based business models

22 IIoT Integration Machine Initiated Service Requests Embedded Mash-ups of Machine Data Installed Base App Connected Diagnostics Contextual Repair Procedures Remote Access, File Transfers and Software Mgmt. The first solution to seamlessly combine IIoT machine data with a field service delivery system

23 Separate Systems For Assets And People Asset Decision Cycle in APM Predict Diagnose Prioritize People Execution Cycle in FSM Schedule Remedy Record

24 Closing The Automation Gap APM + SERVICEMAX Asset Decision Cycle in APM Predict Diagnose Prioritize Resources Recommendations Feedback People Execution Cycle in FSM Schedule Remedy Record

25 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

26 Vertical Presence MEDICAL DEVICES INDUSTRIAL MANUFACTURING ENERGY & UTILITIES HIGH TECH & TELCO BUILDING & CONSTRUCTION OIL & GAS

27 Medical Devices Laboratory Equipment WHY SERVICEMAX? Maintain market leadership by staying profitable Lack of visibility into service operations due to silo systems 100% NET PROMOTER SCORE Difficulty in capturing leads from service organization 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%

28 Water & Process Technologies Industrial Manufacturing - Water Treatment Equipment WHY SERVICEMAX? Eliminate manual, discrete processing across 20+ systems Reap business results of standardized service delivery $5M+ COST SAVINGS Drive new sources of profitable growth via managed services 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

29 Building & Construction - Security Systems WHY SERVICEMAX? Homegrown legacy system restricted global growth Aggressive growth demanded greater efficiency 3% FIRST-TIME FIX RATE Unable to report in real time on service KPIs 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

30 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

31 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.

32 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 Compliance Customer Experience Employee Satisfaction

33 Thank You

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