ClickConnect Conference
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1 ClickConnect Conference Tony Perkins VP SGS Automotive Services
2 AT A GLANCE Nº1 WORLD LEADER 85,000 EMPLOYEES 1,650 OFFICES AND LABORATORIES 14 GLOBAL INDUSTRIES GLOBAL SERVICE LOCAL EXPERTISE 2
3 AGRICULTURE AND FOOD AUTOMOTIVE AVIATION CHEMICAL CONSTRUCTION CONSUMER GOODS AND RETAIL ENERGY FINANCE INDUSTRIAL MANUFACTURING LIFE SCIENCES LOGISTICS MINING OIL AND GAS PUBLIC SECTOR 3
4 AUTOMOTIVE DRIVING PERFORMANCE AND SAFETY WORLDWIDE SOURCE BUILD SELL POWER SAFEGUARD AMAZE We test materials and parts to OEM and industry standards to facilitate the supply chain We verify that manufacturer vehicle design and quality meets regulations and gains market access We audit delivery and aftermarket operations to ensure quality and brand guidelines adherence We enhance the design, construction and operation of motor vehicles, testing fuels, lubricants and usability Our vehicle testing centers worldwide verify safety and minimize environmental impact Annette loves the feeling of going for a drive in her new car 4
5 SGS AUTOMOTIVE COMMERCIAL BUSINESS Perform outsourced services for Automotive OEMs, Captive Finance and Banks Off Lease 450,000 per year in all 50 states Auction 150,000 per year at fixed sites Dealer Audits and Mystery Shops 40,000 per year in all 50 states New Car Inspections Staff 100,000 per year at select ports 400 field based inspectors supported by 100 people in Cincinnati 5
6 MAJOR AUTOMOTIVE CUSTOMERS 6
7 SGS AUTO PREVIOUS STATE Call center agents offered appointment based on availability within a AM/PM time slot Dealer assignments were added in open slots Dispatch consolidated tasks manually by dropping into a map Inspectors determined their route Inspectors were paid by the day and not by volume of inspections High volume of cancellations Prayed a lot!! 7
8 SGS AUTO PREVIOUS STATE Revenue forecasts were unreliable Hired and furloughed inspectors based on seasonality Customer SLA s weren t being met The squeaky wheel got the best service Profit margins were terrible 8
9 SGS AUTO CURRENT STATE Increase of productivity of 20% Decreased non-reimbursable mileage by 30% Increased revenue per headcount of 9% Lowered SLA penalties by 40% Improved customer satisfaction Stable workforce, twice the size Proactively managing operations Reliable forecasts Confidence!! 9
10 OUR OPPORTUNITY Service Pro 10
11 GOAL A RESOURCE OPTIMIZATION TOOL Why did we need one? Improve how we schedule and dispatch inspections and audits Improve customer service with shorter time slots Automation of scheduling dealer assignments within SLA Could our call center agents actually sell appointments? A system that helps our schedulers find appointments for customers based on our business objectives, such as reduced travel time or improved dealer task timeliness Vision for Dispatching? System will optimize the order of the appointments in each window of time to reduce travel cost Real-time visibility into each inspector s work day so that if an emergency arises to they are delayed we can help them make sure the work gets done by other resources 11
12 RESOURCE OPTIMIZATION TOOL Why ClickSoftware? Industry Leader in Resource Optimization. International presence and proven experience with leading field service organizations in many sectors. Advanced features to help make your job easier while improving our operations. 12
13 WHAT WAS IMPLEMENTED? Scheduling applications SGS developed GLASS : Scheduling application used by SGS CSC (Customer Service Center) SWiSS : Online Appointment scheduler used by lessees SLA Scheduler : Automated SLA (dealer/auction) appointment scheduler Click s suite of applications ClickSchedule : Resource Optimization application ClickMobile : Field mobility solution ClickAnalyze : Reporting application Meeting Customer Requirement An additional appointment time-slot was introduced (11 am to 2 pm) at our customer s request. 13
14 Inspection Flow SCHEDULING AND DELIVERY WORKFLOW 1. Data Interfaces 2. Schedule/Dispatch application 3. Inspection application 4. Web application 5. Database 14
15 CHAPTER 1 GO LIVE IN Q We expected Temporary drop in productivity Problems with user acceptance of Click and process changes What we got Accelerated drop in productivity Mirrored by increase in mileage Drop in number of jobs per inspector per day Improved SLA, but not at goal Initial prognosis Change management Training gap 15
16 CHAPTER 2 - CLICK GO LIVE Q The hammer was only partially effective Dealer assignments were the biggest issue Customer Service Center evolution improved a significant portion of our business Pulling the plug was a serious consideration We reached out to Click leadership 16
17 CHAPTER 3 - SOT Q SOT began and so did I.. If you build a optimization tool around inefficient processes you ll get the same results If your optimization logic rules don t align with your business needs you may break the system Need harmonization between regions Our business is unique How we book, confirm and duration Outsourced service Click can do a lot more for our business than we originally believed 17
18 CHAPTER 4 SOT LAUNCH Reconfigured original implementation around our business rules What is more important? Meeting customer SLA? Reducing mileage? Maximizing revenue per headcount? First in, first out? Customized Click to accommodate our dealer assignment work Enabled us to automatically schedule 40% of our volume Used priority index Enhanced the application of the bundler and optimizer Launched changes in Q
19 CHAPTER 5 CURRENT STATE We are finally piloting the ship! Field users saw little interruption but instead more efficient itineraries New rules Decreased windshield time Automated dealer assignment work Improved SLA adherence Virtually eliminated manual intervention Other benefits Allowed significant restructure 19
20 Revenue Productivity ($ per Hour) Productivity Linear (Revenue Productivity ($ per Hour)) Q Q Q Q Q Q Q SLA Performance & Completion Rate Average of Days to Inspect Completion Percentage Q Q Q Q Q Q Q
21 MY LESSONS LEARNED Executive ownership provides better results The business team needs to own Click implementation Dual care keepers IT & Operations Hurried implementation will give you limited results Ongoing attention is needed 21
22 BOTTOM LINE Is Click alone the magic solution to improved revenue and LC? In conjunction with refined business processes, updates to our other IT tools and utilization of Click we ve experienced; Improved financial results Improved customer satisfaction for adherence to time related SLA s DATA, DATA and more DATA Ability to stay in front of problems ROI paid for restructure 22
23 WE VE ALSO JUST BEGUN OUR JOURNEY! Additional Click modules ClickDashboard ClickContact ClickAnalyze Improved connectivity with back end processes ClickMobile data and T & E Other SGS entities considering this solution Countries Unified field force 23
24 SGS Group Management SA 2015 All rights reserved - SGS is a registered trademark of SGS Group Management SA
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