New Ways to Service Lifecycle Management

Copyright © Capgemini 2016. All Rights Reserved

Capgemini at Dreamforce 2016

Bill DonlanSmart Services


Capgemini at Dreamforce 2016 6

SLM Impacts Stakeholders Inside & Outside the Organization

ENGR/MFG Impacts Improve Product Function & Quality Effectively Manage Current

Specifications Facilitate Design Issues to ENGR Facilitate Production Issues to MFG Facilitate Supplier Issues to

Procurement

Customer

Service Provider Impacts Better Manage Service

Providers Improve Supplier Quality Reduce Cost/Time to Service Improve Warranty Service Reduce Product Issues

Supplier Impacts Improve Parts Sales Optimize Part Availability Improve Integrated Planning Improve Supplier Performance Reduce Warranty Claims

Product Impacts Comprehensive View of Product

Condition/Use, including: Location Configuration Usage Potential Problems

Service Lifecycle

Management

Customer Impacts Better Manage Service Providers Improve Supplier Quality Reduce Cost/Time to Service Improve Warranty Service Reduce Product Issues

Product

ENGR/MFGSuppliers – Parts

Service Providers



SLM Impacts Stakeholders Inside & Outside the Organization

ENGR/MFG Impacts Improve Product Function & Quality Effectively Manage Current

Specifications Facilitate Design Issues to ENGR Facilitate Production Issues to MFG Facilitate Supplier Issues to

Procurement

Customer

Service Provider Impacts Better Manage Service

Providers Improve Supplier Quality Reduce Cost/Time to Service Improve Warranty Service Reduce Product Issues

Supplier Impacts Improve Parts Sales Optimize Part Availability Improve Integrated Planning Improve Supplier Performance Reduce Warranty Claims

Product Impacts Comprehensive View of Product

Condition/Use, including: Location Configuration Usage Potential Problems

Service Lifecycle

Management

Customer Impacts Better Manage Service Providers Improve Supplier Quality Reduce Cost/Time to Service Improve Warranty Service Reduce Product Issues

Product

ENGR/MFGSuppliers – Parts

Service Providers



Service Operations Typically Have Low Profit Margins Demanding Efficiencies to Improve Margin Growth

Vendor Landscape

http://www.ifsworld.com/en-na/



Field Service is the Company “Face” to the Customer Usually When the Product is Failing Requiring Exceptional Services


http://www.servicepower.com/



Service Part Sales Have the Highest Profit Margins and Continue for the Life of the Product

Vendor Landscape

http://www.jda.com/



Technical Information is the Foundation for the Lifecycle of a Product

Vendor Landscape

http://www.hcltech.com/



Warranty is Often the Overlooked Customer Facing Service that Can Determine Future Sales

Vendor Landscape

http://www.pega.com/

http://www.tavant.com/



Transfer and Collection of Service Related Knowledge is the Key to Future Product Development and Meeting Customer Expectations

Vendor Landscape


http://www.wirelesscar.com/



Evolving Capabilities - The Future of Product Support Services



Digital strategies in Smart Services are reordering value chains and creating new opportunities



Smart Services operating practices



Smart Services drive profitable growth with optimized service and new data-driven business models



Maturity Levels Guideline



Our diagnostics tool helps clients self-assess maturity level and potential benefit opportunities



Opportunity Assessment identifies and conceptualizes pilots which promise fast, measurable business value



We support our clients’ servitization initiatives with a set of digital advisory offerings



Capgemini helps clients exploit the business potential of Smart Services



The Field Service Journey



Component Details

Field Service

Dispatcher ConsoleOptimizationScheduling

Service Cloud

Appointment Booking Resource Mgmt

Adv. Assets &Install Base

Entitlements& SLAsWork Orders

IoTIntegration Platform

ServiceContracts

Cases

Analytics

Knowledge

Mobile w/ Offline

Console

Products& Parts

S1 MobileSFX Lightning Workflow



54%

Siloed teams and processes

Poor resource allocation

Disconnected from CRM

of companies are using manual methods to handle field service

Lack of mobile support

Current systems are inefficient and costly

Field Service Management is Challenging



Connect your entire workforcePut agents, dispatchers, and mobile employees on one platform to deliver 360 degree support

Intelligently schedule and dispatch workAutomate scheduling based on skills, availability, and location to optimize on-site service

Track and manage jobs in real-timeUpdate work orders, change requests, and job status anytime, anywhere

Best-in-class field service solution built on the world’s #1 service platform

Introducing: Field Service Lightning



Service Agent Dispatcher Field TechnicianCustomer

Optimize job scheduling based on your business

rulesReal-time insight into

service operations

Run service tasks on-site from any device

Access key information to complete the job

quickly

Get a complete view of the customer

Create and schedule a Work Order from any

case

Book a service appointment anywhere,

anytime Have the technician

arrive on time with the right skills

Connect customers, agents, dispatchers, and service technicians on a single platform

Streamline Operations Across the Entire Service Chain



FSL+ Feature List

Feature Use Case Use Case Definition

Time Sheets

Manage Time Sheet Header to control Time Sheet Process

Time Sheet exist in FSL roadmap. Custom Object Configuration. Configurable. Allows multiple.

Manage Daily Time Sheet to contain individual Time EntriesDaily Time Sheet container which contains Time Entries. Custom Object configuration

Create Time Entries to capture Event, Task or Work Order Debrief Entries

Created from things Task, Event or Service Order Debriefs. Custom Object ConfigurationConfigurable? Allows for adding objects and changing relevant fields.

Submit Time Sheet Header or Time Sheet Summary for Approval

Submit Header or Daily for approval. Standard Approval Process

Auto Create Time Entries and Daily Time Sheet based on Time Sheet Header settings

Customization to create Daily Time Sheet and Time EntriesConfigurable

Mobile configuration for timesheet entry User can enter/submit timesheets via SF1 app

Labor Debrief

Add Labor Lines to Work OrderCustom Object Configuration. Custom way to add Parts (VF)Multi-Add

Retrieve Labor Rates for Work Order Debrief 1.5Assign Technician to Labor Lines Custom Object ConfigurationMobile configuration for labor debrief User can debrief on labor within SF1 app



FSL+ Feature List

Feature Use Case Use Case Definition

Part Debrief

Add Part Lines to Work orderCustom Object Configuration. Custom way to add Parts (VF)Multi-Add

Manage Inventory for Locations and Technicians

Customization to manage Inventory and increment or decrement stock Stock Locations and Trunk Stock

Mobile configuration for parts debrief User can debrief parts within SF1 app

Preventive Maintenance

Create Preventive Maintenance based on Asset Attributes Custom Objects Configurations

Auto Create Case or Work order based on Preventive Maintenance

Customization to include auto create Case or Service OrderConfigurable. Allows for configuration of Case and Work Order creation times

Create Preventive Maintenance from PM Templates Custom Objects Configurations. PM Plan functionality

Relate Preventive Maintenance to Service Contracts Custom Objects Configurations. Service Plan functionality

Steel Brick (Contracts)

Report on SteelBrick Contract Data Standard Report using Service Contract information

Create specific coverage for Entitlements(Time, Materials, Services)

CPQ Configuration to create Service Contracts, Preventive Maintenance, and WarrantiesCreation from templates

Perform Manual Entitlement for Case Or Work OrderAdd Warranty or Service Contract to Case or Work Order using custom manual Entitlement process

Perform Auto Entitlement for Case or Work OrderAdd Warranty or Service Contract to Case or Work Order using custom auto Entitlement process

Submit Service Contracts for Approval Standard Approval process



FSL+ Proposed Data Model



Enhanced Work Order Debrief – also available on mobile



Time Sheet Record



Timesheet Create/Edit



Preventive Maintenance



FSL+ Capability Matrix

Capability FSL FSL+ FSL+ Added Functionality

Time Sheets X X• Time entries for events, tasks, work orders• Auto-creation of time entries from timesheet header• SF1 timesheet submissions/approvals

Part/Labor Debrief X X• SF1 Debrief• Labor Pricing• Multi-Add parts

Inventory Management X • Stocking Locations• Stock Increment / Decrement

Preventative Maintenance X• Configurable PM Plans• Auto-generate Case• Define PM Schedule/Frequency

Steel Brick (Contracts) : Contracts, Warranties, and

EntitlementsX

• Create specific coverage for Entitlements (Time, Materials, Services)• Work Order Entitlement Process• Contract approval processes

The information contained in this presentation is proprietary. © 2016 Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini.

www.capgemini.com

About CapgeminiWith more than 180,000 people in over 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2015 global revenues of EUR 11.9 billion. Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business Experience™, and draws on Rightshore®, its worldwide delivery model.

New Ways to Service Lifecycle Management

Technology

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