Aligning People, Processes and TechnologyA Guide To Implementing Field Service

FieldAware © 2015

Presenter Profiles

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Victoria von dem HagenBusiness 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 JonesVice 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.

People, Processes and Systems/Technology

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• Owner• Operations Manager• Service Manager• Finance• Customer Service• Dispatcher• Technicians

• Scheduling• Dispatching• Work Order Processing• Invoicing• Customer Management

• Accounting• CRM• ERP• Mobile Devices

Top Challenges Facing Field Service

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35%

38%

44%

44%

52%

0% 20% 40% 60%

Aging workforce - Loss of knowledge and skill

Inability to integrate data captured in thefield with enterprise systems (i.e. ERP, CRM)

Executive mandate to cut costs in field service

Emerging technology trends (i.e., technologyadvancing 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

Focus on Improved Visibility

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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 partsusage from service technician truck / van stock

Perc

enta

ge o

f Res

pond

ents

Best-in-Class Industry Average Laggards

Source: Aberdeen Group, July 2015n = 182

Business Gains Focus on Service Optimization

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13%17%

19%

27%

0%

5%

10%

15%

20%

25%

30%

ServiceRevenue

Revenue CustomerSatisfaction

BusinessProductivity

Annu

al Im

prov

emen

t in

KPI

Best-in-Class

n = 180Source: Aberdeen Group, July 2015

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People

Employee Satisfaction

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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 work2. Good relationships with colleagues3. Good work-life balance4. Good relationships with superiors5. Company’s financial stability6. Learning and career development7. Job security8. Attractive fixed salary9. Interesting job content10. Company values

Finding and Retaining Quality Employees

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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

Build a High Performance Team

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Dispatching Finance

Customer ServiceInformation Technology

Project Manager

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Processes

Develop a Plan

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Initiate Design Build Validate Deploy

Define Goals

Team Development

Project Planning

ProcessDesign

Requirements Gathering

SystemDesign

DataMigration

Custom Development

System Configuration

Test Plan & Scripts Creation

System Test

User Acceptance Test Initial Support

Go Live

End User Training

Prepare for Change

13

Design and Construct

14

Importance of Progress Reviews

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• Eliminate project road blocks

• Finalize decisions on modifications

• Assign responsibility for new tasks

16

Technology

Training for Technology

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Web Training Videos

Train the

TrainerOn Site

Implementation and Adoption

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Select an easy to use system – mobility is key Map your business processes Configurable system that complies with

business/user requirements) Don’t 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

Testing

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Launch

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21

FIeldAware: What We Do

Optimize the Service Chain

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How We Do It

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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

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Q&A

FieldAware © 2015

Thank You!