ServiceMax Overview. Lubor Ptacek Vice President, Product Marketing ServiceMax from GE Digital

Transcription

1 ServiceMax Overview Lubor Ptacek Vice President, Product Marketing ServiceMax from GE Digital

2 GE4GE ServiceMax Deployment 12,000+ FIELD PROFESSIONALS $100M PRODUCTIVITY GAINS $8.9M+ ANNUAL REVENUE GAINS 13+ GLOBAL BUSINESSES Field Engineers, Service Professionals Improved scheduling efficiencies Parts and service sales 7 regions including remote offshore O&G platforms Solution Architecture Offline work order management Forecast field service needs Collect field engineer performance metrics to establish standards & benchmarks Business Improvements Productivity Revenue Call volume + Efficiency Time to invoice + Cash Flow GE Business Units 1. Healthcare: Life Sciences 2. Healthcare: Global Services 3. Oil & Gas: Subsea 4. Aviation: On Wing Support 5. Water & Process Technologies 6. Power Services Others include: Artificial Lift, M&C, TMS, On Shore Wind, Drilling

3 ServiceMax Deployments at GE GE Corporation Renewables Power Oil & Gas Energy Connections Aviation Healthcare Transportation Affiliates Digital On Shore Power Services Drilling Subsea Power Conversion Maintenance (OWS) LifeScience Rail Granite Intelligent Platforms Hydro Water & PT TMS Grid Solutions Avionics HCIT Mining APM Off Shore Distrib Power Digital Solutions Industrial Solutions Mechanical Global Services Marine Gas Power Systems Surface Automation & Controls Power Steam Power Systems Aftermarket Services Hitachi Nuclear Power

4 Service Optimizes Asset Performance 40% Shifting from reactive to predictive maintenance can reduce asset productivity loss by up to 40%. Leveraging IIoT and Field Service Management in Pursuit of Zero Unplanned Downtime 7 July

5 Service is a Growth Engine 2X Growth rate in services vs. equipment sales at manufacturing companies over past decade. (Bain 2014 Mfg. Benchmarking Study) Leveraging IIoT and Field Service Management in Pursuit of Zero Unplanned Downtime 7 July

6 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) Leveraging IIoT and Field Service Management in Pursuit of Zero Unplanned Downtime 7 July 2017

7 Service Transformation in the Industrial World OPERATIONS INFORMATION INSIGHTS ACTIONS ZERO UNPLANNED DOWNTIME! Lower operating cost Extend asset lifetime Optimize asset performance Leveraging IIoT and Field Service Management in Pursuit of Zero Unplanned Downtime 7 July

8 ServiceMax and the GE Digital Strategy CONNECTED ASSETS PREDIX APM SERVICEMAX OPERATIONS INFORMATION INSIGHTS ACTIONS Leveraging IIoT and Field Service Management in Pursuit of Zero Unplanned Downtime 7 July

9 CONNECTED FIELD SERVICE

10 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

11 Announcing APM Integration with ServiceMax AMP + SERVICEMAX Asset Decision Cycle in APM Predict Diagnose Prioritize Resources Recommendations Feedback People Execution Cycle in FSM Schedule Remedy Record

12 Service Transformation: 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 Leveraging IIoT and Field Service Management in Pursuit of Zero Unplanned Downtime 7 July

13 The Field Service Effect 2016 ServiceMax Customer Survey GROWTH & REVENUE CUSTOMER EXPERIENCE Increase in contract renewals Increase in Net Promoter Score Increase in service revenue 11% 11% 13% 13% 18% AVERAGE RESULTS FROM OUR CUSTOMERS 15% Increase in technician productivity 8% Decrease in service cost 19% Decrease in compliance incidents PRODUCTIVITY & EFFICIENCY COMPLIANCE Decrease in repair time Reduction in safety incidents Leveraging IIoT and Field Service Management in Pursuit of Zero Unplanned Downtime 7 July

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 ENTITLEMENT S ENGINE MOBILE & SYNC ENGINE SERVICE FLOW PROCESS ENGINE REPORTING & METRICS ENGINE Leveraging IIoT and Field Service Management in Pursuit of Zero Unplanned Downtime 7 July

15 THE LEADER IN FSM

16 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

17 EMD Millipore Medical Devices Laboratory Equipment WHY SERVICEMAX? Maintain market leadership by staying profitable Track sales leads through service organization Increase service operations visibility across databases 100% NET PROMOTER SCORE EMD MILLIPORE SOLUTION Improved lead conversions & helped incentivize lead driving behavior Better visibility into service performance metrics via KPI dashboard Reduced admin tasks & boosted customer satisfaction via mobile apps Contract attach rates rose from 10% to 40% Internal use only. Not approved for external facing case study.

18 Industrial Manufacturing Printing Equipment WHY SERVICEMAX? Increase service revenue via upsell opportunities Lack of visibility into service delivery due to silo systems Improve RMA process for higher customer satisfaction Eliminate high costs & delays of pulling service data 10% CONTRACT RENEWALS PITNEY BOWES SOLUTION ServiceMax ipad app to manage workloads, time taken, parts management & more Complete access to crucial KPIs in a complex international service environment 10% increase in technician productivity via better workforce management 10% decrease in average time to repair Internal use only. Not approved for external facing case study.

19 Oil & Gas Inspection Services WHY SERVICEMAX? Paper work orders & various systems created a bottleneck New digital strategy for servicing customers in 8 countries EFFICIENCY INSPECTA SOLUTION Faster billing and time to invoice with onsite customer document delivery Standardized business processes with one service system Increased collaboration & knowledge sharing via ServiceMax Mobile Flexible configurations for localization needs Approved case study. Ok to share externally.

20 Oil & Gas Upstream Subsea WHY SERVICEMAX? Limited visibility into offshore field engineering operations Improve utilization of a team of 575+ engineers Slow forecasting of service requirements by legacy system 51% FORECAST TIME GE SUBSEA OIL & GAS SOLUTION Mobile, offline-enabled access to service information while offshore Real-time accounting for time & materials and faster invoicing Customizable reporting for quick service requirements forecasting Approved case study. Ok to share externally.

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