PATRICE EBERLINE

Vice President, Global Customer Transformation, ServiceMaxGE Digital

Accelerating Business Transformation through Data Insights

• A founder of Global Customer Transformation team at ServiceMax

• 25+ years of service delivery experience

• Author of ”A Diamond in the Rough” and “Into the Diamond Mine: A Field Service Transformation Handbook for Executives”

• Background:• Global Director of SMB Professional Services at SuccessFactors (SAP company),

and SuccessFactors University

• Vice President of Professional Services at Infor, where she led global staff of 550 consultants across four discrete Corporate Performance Management practices and hosted operations

• Experience• Implementation delivery in large, complex organizations

• Best practice strategies for deployment, training, adoption

• Service strategy, design, and operational excellence

VP, Global Customer Transformation

Patrice Eberline

What is a Business Insight?

A thought, fact, or combination of facts that induces meaning and furthers issue understanding or re-directs thinking with the potential of benefiting the business

Biggest Challenge in Finding Business Insights?

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Limited historical dataGeneric Data Anecdotal data

Transformation Traps

Generic Data Anecdotal data Limited historical data

Transformation Insight

Service Specific Information Contextual information Current information

For Example

What is America’s favorite flavor of pie?

20 November 2017

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9

So what does pie have to do with field service?

11

Real-time Operational

DataContext

Foundation to derive insights

Top Service Priorities

• Improve Service Revenue & Cash Flow

• Reduce Costs & Optimize Working Capital

• Increase Employee & Partner Productivity

• Maximize return on asset performance – Zero unplanned downtime

• Increase Customer Satisfaction & Loyalty

• Enable Regulatory Compliance

Top Service Priorities

Shareholder Value

Customer Experience Efficiency Revenue

Insights

•Actionable, data-driven findings that create business value

• Field team supervisors are telling you that their teams are over worked and they need additional headcount to provide some relief

Scenario

15

• Field team supervisors are telling you that their teams are over worked and they need additional headcount to provide some relief.

Traditionally

Insightful?

Not necessarily…

Non-Productive Time

• Your have been given a new mandate is to decrease costs by 10%.

Scenario

Traditionally

• Limit overtime

•Delay new hires

• Squeeze billable utilization

• Restructure incentives

Insightful?

Not necessarily…

Focus on Metrics that Lead to Efficiencies, like FTF

• Reduce Truck Rolls ($)

• Reduce labor costs

• Reduce OT costs

• Your service leaders have come to you to complain about parts availability- they feel at odds with the Supply Team and worry that customer satisfaction will slip

Scenario

23

• Your service leaders have come to you to complain about parts availability- they feel at odds with the Supply Team and worry that customer satisfaction will slip

Traditionally

Insightful?

Not necessarily…

Emergency Orders

Parts Ordered Not Consumed

Scenario

• The company Sales pipeline is forecasted to miss the next three quarters, and the CEO is looking to the rest of the business to drive additional revenue.

Traditionally

• The company Sales pipeline is forecasted to miss the next three quarters, and the CEO is looking to the rest of the business to drive additional revenue.

Insightful?

Not necessarily…

Opportunities to Better / More Thoroughly Serve

• Installed base with expiring warranties?

• Customers with products requiring consumables?

• Potential customer equipment not under your contract?

• Legacy equipment needing upgrade?

• Other?

In the Not So Distant Future… Big Data

Predictive Analytics

Machine learning

Remote troubleshooting

…zero unplanned downtime

Future Technologies will be the ‘Norm’

Tighter customer relationships

More efficient operations

New avenues of growth and revenue

Higher shareholder value

Future Technologies will be the ‘Norm’

• Generic Data • Anecdotal data • Limited historical data

Transformation Insights

Service Specific Information Contextual information Current information

The Future’s so Bright, we Have to Wear Shades!

Questions

Take The Next Step

To learn more about this topic, please take the following next steps…

1. Download and review the ServiceMax datasheet from http://lp.servicemax.com/Datasheet-ServiceMax-Product-Brief-TY.html?wd & explore more resources at servicemax.com/resources

2. Visit the ServiceMax demo to learn more about this industry-leading field service management solution

3. Talk to a ServiceMax expert about a follow-up meeting and Maturity Assessment to determine how ServiceMax can help you achieve your desired outcomes

Thank You

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