Aligning People, Processes and Technology in Field Service

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  1. 1. Aligning People, Processes and Technology A Guide To Implementing Field Service FieldAware 2015
  2. 2. Presenter Profiles 2 Victoria von dem Hagen Business Manager Bergan Refrigeration and Air Conditioning Since joining Bergen Refrigeration, Victoria has not only assisted in the day to day operations of the business, she has worked tirelessly in reformatting and redirecting many of the company's internal processes. Currently, her project has been to introduce, set up, and manage their field management system with FieldAware. Lynn Jones Vice President, Marketing FieldAware With over 25 years of experience in the software industry, Lynn has worked in the CRM & ERP market sectors in sales, marketing and consulting. Recently she joined FieldAware and is excited to lead the marketing strategy and share the many wonderful capabilities of FieldAware with service organizations.
  3. 3. People, Processes and Systems/Technology 3 Owner Operations Manager Service Manager Finance Customer Service Dispatcher Technicians Scheduling Dispatching Work Order Processing Invoicing Customer Management Accounting CRM ERP Mobile Devices
  4. 4. Top Challenges Facing Field Service 4 35% 38% 44% 44% 52% 0% 20% 40% 60% Aging workforce - Loss of knowledge and skill Inability to integrate data captured in the field with enterprise systems (i.e. ERP, CRM) Executive mandate to cut costs in field service Emerging technology trends (i.e., technology advancing too fast for us to keep up) Executive mandate to increase field efficiency Percentage of Respondents, n = 182 All Respondents Source: Aberdeen Group, July 2015
  5. 5. Focus on Improved Visibility 5 72% 45%47% 35%31% 20% 0% 20% 40% 60% 80% Use mobile to track assets (parts, fleet, people, serviceable assets) in real or near-real time Real-time updates of parts usage from service technician truck / van stock PercentageofRespondents Best-in-Class Industry Average Laggards Source: Aberdeen Group, July 2015 n = 182
  6. 6. Business Gains Focus on Service Optimization 6 13% 17% 19% 27% 0% 5% 10% 15% 20% 25% 30% Service Revenue Revenue Customer Satisfaction Business Productivity AnnualImprovementinKPI Best-in-Class n = 180 Source: Aberdeen Group, July 2015
  7. 7. 7 People
  8. 8. Employee Satisfaction 8 There is a direct correlation between employee engagement and customer experience. Top 10 Factors For Employee Happiness Boston Consulting Group / Forbes 1. Appreciation for your work 2. Good relationships with colleagues 3. Good work-life balance 4. Good relationships with superiors 5. Companys financial stability 6. Learning and career development 7. Job security 8. Attractive fixed salary 9. Interesting job content 10. Company values
  9. 9. Finding and Retaining Quality Employees 9 Financial impact of employee churn Hourly pay $20.00 per hour/$41,600 per year 40% of their annual pay to rehire for their position Estimated Re Hire Cost = $16,400 for the search, interviewing, on-boarding and training of their replacement Steps to Retaining Field Employees Connect your field operations with dispatch and your back office to ensure seamless, bidirectional communication Improve safety numbers by reducing distractions while en route Decrease frustration for field service workers by providing account history, agreements, contracts, and checklists within the application Reduce first-time fix rates, enabling the worker to close a job out and focus on the next Reduce the travel time between jobs, delivering for greater efficiency and less time on the road and in potentially poor traffic conditions Most importantly say Thank You / Good Job
  10. 10. Build a High Performance Team 10 Dispatching Finance Customer Service Information Technology Project Manager
  11. 11. 11 Processes
  12. 12. Develop a Plan 12 Initiate Design Build Validate Deploy Define Goals Team Development Project Planning Process Design Requirements Gathering System Design Data Migration Custom Development System Configuration Test Plan & Scripts Creation System Test User Acceptance Test Initial Support Go Live End User Training
  13. 13. Prepare for Change 13
  14. 14. Design and Construct 14
  15. 15. Importance of Progress Reviews 15 Eliminate project road blocks Finalize decisions on modifications Assign responsibility for new tasks
  16. 16. 16 Technology
  17. 17. Training for Technology 17 Web Training Videos Train the Trainer On Site
  18. 18. Implementation and Adoption 18 Select an easy to use system mobility is key Map your business processes Configurable system that complies with business/user requirements) Dont underestimate integration and migration of existing data into the system Back office and end user training Identify metrics and baseline Change management Service optimization is a journey not a destination
  19. 19. Testing 19
  20. 20. Launch 20
  21. 21. 21 FIeldAware: What We Do
  22. 22. Optimize the Service Chain 22
  23. 23. How We Do It 23 Web Application Mobile Application Scheduling & Dispatch Attachments to/from the Field Timesheets & Reporting Quotes / Estimates Job / Customer History Electronic Signature 24/7 Access to all job information from any device
  24. 24. 24 Q&A
  25. 25. FieldAware 2015 Thank You!