Managing Complex Service Operations to Enhance Customer Satisfaction and Revenue Lisa Ozkan – Sr....

Managing Complex Service Operations to Enhance Customer Satisfaction and Revenue

Lisa Ozkan – Sr. Product Manager, QADNathan Beste – Sr. Business Systems Analyst, FEI

Service and Support Suite At Work

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The following is intended to outline QAD’s general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, functional capabilities, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functional capabilities described for QAD’s products remains at the sole discretion of QAD.

Safe Harbor Statement


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• Challenges facing service organizations• QAD’s response• FEI’s story

- FEI introduction- Challenges- Project overview / goals- Benefits- Demo

• Wrap up

Agenda


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0 5 10 15 20 25 30 35 40 45 50

Top 5 Goals for CSOs in 2011

% of respondents, n=242

Grow revenue

Improve customer service

Improve customer retention

Improve workforce productivity

Cut costs

Challenges Facing Service Organizations


Source Aberdeen Group September 2010

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• New contracts and warranty• Contract renewal• Services outside of coverage• Other value-added services• Service parts

Sources of Service Revenue


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• Be there before you are needed• Accomplish more with what you have• Empower with information• Educate and motivate• Break boundaries

Revenue Boosting Initiatives


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• Tools that enable outstanding customer service- Smart user experience: Role-based interaction- Integrated business processes- Multi-channel access

QAD’s Response


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• Role-based centers:- Customer service

center- Shipping center- Customer support

center (previously known as contact center)

• 30+ new and updated browses

The Power of Smart Simplicity


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• Several new operational metric groups for CM included out−of−the−box with QAD 2010.1 EE

• Can be tailored• Check data

integrity and drill down to take corrective action



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• More than 100 new reports

• More than 30 new/updated browses

• Future - replacement and standardization of remaining reports



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• Smart user experience • Adaptable business processes• Access Anywhere Anytime

Vision for Service & Support Suite


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• FEI introduction• Challenges• Project overview / goals• Benefits• Demo

FEI’s Story


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• Manufacturer of ion-beam systems and electron microscopes for nanotechnology

• HQ in Hillsboro, OR• Annual revenue 600M USD in 2010• 1800 employees• 3 research centers• Sales and service operations in

more than 50 countries around the world

• QAD 2007.1 (eb2.1 SP4) in 5 databases and 9 domains

FEI Introduction


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FEI Introduction


“Don’t bump my atoms”President Obama Sees Atoms through an FEI Titan™ S/TEM

Electronics: DRAM Memory with Elemental Map - 110nm technology node

Life science: Bacterial Biofilm Industry: Used Razor Blade Research: platinum nano-wire

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FEI Global Service Organization


Europe:

130 FSEs

4 Service Areas

North America:

184 FSEs

10 Service Areas

Asia/Japan:

90 FSEs

4 Service Areas

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• Complex and inconsistent reporting methods with inefficiencies

• Regional variances in processes• Delays in sharing information with field• Dual data entry• Delayed or “lost” revenue recognition• Lost inventory and write-offs• Challenges with identifying current FSE

location or availability

Challenges


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• Scope: - Roll out QAD MFS and FSS to field engineers globally

supported by QAD SSM as the foundation - 450 FSE on QAD MFS worldwide- Cleanup old calls and installed base- Decrease paperwork , mail and phone use- Buy-in from FSE’s to monitor stranded calls and

administrative flow

• Timeline:- Preparation phase: 9 months including UAT (2008-

2009)- Implementation phase: 3 months in three regions -

Europe, US, Asia (Nov 2009 – Jan 2010)

Project Overview


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• Standardized global call flow process• Improved scheduling visibility • FSE self-service• Improved utilization of resources• Faster and high quality data entry• Improved SOX compliance & invoicing• Necessary first step for future strategic

plans• Improved customer satisfaction

Project Goals


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• Improved field service reporting

• Improved planned maintenance timeliness by 5%

• 50 % time saving in processing call activity recording

• Better transparency on labor, travel and part usage

• Timely and accurate activity reporting and invoicing

Benefits – For the Office


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• Improved visibility and management of - Calls, visits, materials, shipping, ETA

• Increased engineer utilization by at least 5%

• Capture proof of service on the spot

• Feedback when call stays open too long

Benefits – For the Field


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• Reduced aged parts write-off by 10%

• Efficient communication between SSOC and Logistics

• Direct visibility of inventory

• Improved service part transfer process

Benefits – For Logistics


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QAD Service & Support Suite At FEI


FSE

using QAD MFS

Call Center

using QAD

SSM

Create/modify call

Report call activity

Reschedule visit

Create MO

Create/modify call

Engineer absence

Create/modify visit

Create/modify MO

QAD 2007.1

DatabaseServer

Dispatcher using

QAD FSS

Lets you see it all!

FSE schedule

Call details

MO details

End user details

Contract details

Call SLA

FSE list

ISB details

Associated calls

Call/FSE locations

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QAD Mobile Field Service (MFS)


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QAD MFS – Call List


Nathan

503-726-2560

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QAD MFS – Call Activity


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QAD MFS – Field Service Report


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QAD MFS – Parts Order


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QAD Field Service Scheduler (FSS)


Call Browse

Gantt Chart

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QAD FSS – Gantt Chart Tabs


Gantt Chart

List of Engineers

Call Details

Geography Map

Contract Details

ISB DetailsEnd User Details

Associated Calls

Part Details

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Call Activity Center Used By SSOC


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Metrics Affected


Process Benefit Value

After sales support management

Call center and issue management

Installed base management (as-built plus field updates)

Service parts management

Service support contract management

Warranty management

RMA Management

•Improved customer satisfaction

•Improved service revenue thru providing better service

•Product quality improvement thru better issue tracking

•Service operational cost reduction & containment due to streamlined processes and reduced service part inventory

•Warranty cost reduction & containment

•10% to 25%

•10% to 15%

•10% to 20%

•15% to 20%

•10% 15%

Field service scheduling

Engineer workload visibility and management

•Significant reduction in scheduling time

•Reduced meantime to repair

•Improved first time fix rates

•Reduced service parts inventory carrying cost

•Reduced overtime costs

•70 to 75%

•5 to 10%

•10 to 15%

•5 to 10%

•$000’s

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• Stop by one of the QAD booths in the EXPO center to see a live demo

Next Steps


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• Nathan Beste, Sr. Business Systems Analyst, FEI [email protected]

• Lisa Ozkan, Sr. Product Manager , QAD [email protected]

Questions & Answers


mailto:[email protected]

mailto:[email protected]

Managing Complex Service Operations to Enhance Customer Satisfaction and Revenue Lisa Ozkan – Sr....

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