7 Ways to Amp Up Your Service Culture and Drive Revenue
-
Upload
servicemax -
Category
Business
-
view
444 -
download
1
description
Transcript of 7 Ways to Amp Up Your Service Culture and Drive Revenue
![Page 1: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/1.jpg)
7 Service-as-a-Business
Key to Service Success Establish service as a profit center Good service doesn’t mean free
service Service factory – defined and
standardized Track the profitability of each of
their services by customer Service intelligence
![Page 2: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/2.jpg)
Revenue-Boosting Rules: 7 Ways to Amp Up Your Service Culture
Vidya ChadagaDirector of Product Marketing
![Page 3: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/3.jpg)
Webinar Agenda
What is Culture? Field Service Culture 7 Ways to Amp Up Your Service Culture Impact on Service Revenue How ServiceMax Fits
![Page 4: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/4.jpg)
What is Culture, Really?
culture is what people think and how they act
![Page 5: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/5.jpg)
Service Differentiation
Brand Differentiation
Service Culture
Service Culture Drives Service Revenue
Service Revenue
![Page 6: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/6.jpg)
How to Build a Rich Service Culture?
![Page 7: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/7.jpg)
1 Sell Proactively
Service as Sales function Leverage being trusted advisor Techs are the best sales guys Initiate contact throughout Offer standard service products Shift hiring strategy Incentivize selling
![Page 8: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/8.jpg)
Sell Proactively Up-sell and cross-sell Improve renewal rates Annual value of off-contract
service revenue Transform your service
organization into a profit center
Metric & Outcome
![Page 9: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/9.jpg)
2 Embrace Technology Advancements
Business & Life Interconnected Happy techs are productive techs Accept younger workforce Adopt smart phones
Less up-front investment
Cool-factor with zen-like experience
Brand image
Delight customers
Better customer service
![Page 10: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/10.jpg)
Technology Delights Customers
Exact appointment times Customer tolerance for 4-8 hour
windows is evaporating A rapid response
Meet or exceed SLA times First visit fix
Fast resolution and no return visitrequired
Knowledgeable field technician Right person with the right skills
and right parts Fast and accurate billing
Audit trail, time stamp arrivals/departures, signature approvals
![Page 11: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/11.jpg)
3 Collaborate in the Field
Crowd-sourced Knowledge
- Adopt social means to connect and work - Streamline key processes
- Improve tasks
- Get help in the field - No need to know it all
- Hit the road running
- Education - Module on social collaboration
- On the job training
![Page 12: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/12.jpg)
Metric & Outcome
Improves bottom-line Faster reaction times Increase first time fix rates Reduce repair time Increase jobs/tech/day
![Page 13: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/13.jpg)
4 Communicate inside and out
Reports & Dashboards Internal
Transparency, less politics Task ownership Awareness of service activities Handle escalations
External Customer is never surprised Partner visibility
Anytime, everywhere
![Page 14: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/14.jpg)
Metric & Outcome
Improves bottom-line Faster time to respond Improve resolution time Increase customer
retention Improve tasks completed
per tech
![Page 15: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/15.jpg)
5 Motivate through appreciation
Social Recognition Publicize goals Real-time recognition Customer Feedback Customer Evaluation Categorize service
technicians
![Page 16: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/16.jpg)
Metric & Outcome
Impacts Top-Line More jobs per tech Improved service employee
retention Happy techs translate to
happy customers
![Page 17: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/17.jpg)
6 Work with cross-functional teams
Move in the same direction Break delineation between
Engineering, Sales, Services, Marketing, HR
Come together Evaluate historical processes Impact of various segments
of customer interaction Assign representatives Tag-team, Buddy system,
Follow-me around
![Page 18: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/18.jpg)
Metric & Outcome
Improve Top-Line Increase service volume High serviceability index Protect installed base Improve resolution time Increase tasks completed
per tech
![Page 19: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/19.jpg)
7 Service-as-a-Business
Key to Service Success Establish service as a profit center Good service doesn’t mean free
service Service factory – defined and
standardized Track the profitability of each of
their services by customer Service intelligence
![Page 20: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/20.jpg)
Metric & Outcome
Impacts Top-Line 360° view of the customer Overall downtime costs Enables auto-renewals Up-sell/cross-sell contracts
![Page 21: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/21.jpg)
7 Ways to Amp Up Your Service Culture
5 Motivate through appreciation
4 Communicate inside and out
3 Collaborate in the field
2 Embrace technology advancements
1 Sell proactively
7 Service-as-a-business
6 Work with cross-functional teams
![Page 22: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/22.jpg)
Flawless Field Service
Perfect your service delivery
Maximize your service growth/revenue
Delight your customers
![Page 23: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/23.jpg)
Complete Cloud-based Field Service Solution
![Page 24: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/24.jpg)
Field Service Expertise
200+ Customers in North America, Europe & APAC
![Page 25: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/25.jpg)
Field Service Mobile Solution
ServiceMax Mobileon-demand, anytime, anywhere
Smart Phones
iPadLaptops
![Page 26: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/26.jpg)
Empower your field tech with the knowledge of your entire organization
Document and leverage tribal knowledge
Increase first time fix rates via collaboration
Keep the home office up-to-date with what’s going on in the field
Field Service Social Solution
ServicePulse | Ticker | ProductPulseIt’s not about “being social”, it’s about delighting your customers
![Page 27: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/27.jpg)
Field Service Cloud Solution
ServiceMax is built on Force.comExtends Service Cloud
Sales Cloud
Marketing
Cloud
Service Cloudpowered by
![Page 28: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/28.jpg)
ServiceMax Customer ROI
We surveyed our customers to assess the true impact of ServiceMax
31%
14%11%
16%
Productivity Servicerevenue
First time fixrates
CustomerSatisfaction
scores-16% -16%
Field service
costs
Average time
to repair
![Page 30: 7 Ways to Amp Up Your Service Culture and Drive Revenue](https://reader033.fdocuments.net/reader033/viewer/2022061305/549c28e5ac7959ec2a8b466c/html5/thumbnails/30.jpg)
FREE Whitepaper