The battlefield of the technology support industry: ‘no man’s land’ takes centre stage - Glyn...
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Transcript of The battlefield of the technology support industry: ‘no man’s land’ takes centre stage - Glyn...
![Page 1: The battlefield of the technology support industry: ‘no man’s land’ takes centre stage - Glyn Dodd (Centrex Services) - Service Management Expo, 19 June 2014](https://reader036.fdocuments.in/reader036/viewer/2022062319/5589859fd8b42a3a748b46c6/html5/thumbnails/1.jpg)
The battlefield of the technology support industry. No man's land takes centre stage.
Complex supply chains made simple
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Why?
• Where’s the battle?
• Industry impact
• The solution
• Conclusion
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The issue Market characteristics
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The issue Break fix revenue
£250
200
150
100
2000 2005 2010 2015
Re
ven
ue
per
ca
ll S
erv
ice
cost
s
Year
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The issue engineering complexity
Mins £
180 400
120 300
60 200
30 100
2000 2005 2010 2015
On
site
C
om
ple
xity
E
ng
ine
er
Co
sts
Pro
du
ct c
ost
s
Year
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The issueFragmented supply chain
Potential commercial, physical and IT system transition point.
6th party repair agent
3rd party NDC and / or FSL network
4rd party trunking or courier network
5th party tech courier or owned FTE
1st / 2nd call control and diagnostics
Each transition point offers opportunity for cost and lost intelligence
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The issueThe cost of fragmentation
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The issueWhere is the battlefield?
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• Not viewed as strategic to a business• Service seen as a cost centre and losing money • Large providers content with large legacy fixed cost
base of underachieving engineers• Silos become further disconnected & commoditised,
and eventually go bust • Clients not satisfied with IT service innovation• Front end technology innovation, but the back end still
immature• IT director disconnected from user needs and
continues with traditional approach
• Only response was commoditised technical courier
The impact
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The solution
• Redesign / re-skill the service engineer role• Reflective of new service methodology
• Connect the supply chain in single modern connected infrastructure
• Using business intelligence to increase FTF • ‘Varibalise’ the cost base• Ask the real end user what he actually wants
(not necessarily the IT director) • Targeted live SLA why accept failure?
• Redesign the Service KPI’s
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Connected thinking connected process
The solutionConnect the silos
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Connected thinking connected process
The solutionRedesigned service technician
• Is connected “live” to the call centre
• Has a van not a car!• Focussed on client satisfaction
not engineering brilliance• Whole unit exchange• Is motivated to FTF without
using a FRU or WU • Is connected to good technical
support
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The IssueThe cost of fragmentation
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• 73 Field BPSS technicians• 38 Bench technician's• 13 customer service • 5 technical support • 12 back office support
Facts and stats
Staff Our UK Infrastructure Our IT
Our channel Services A few end clients
• Founded in 2006,• Revenue of £9m• Privately owned• No debt • Circa 400 incidents a day
Centrex- at a glance
Integrity. Transparency. Intelligence
• Maintenance• Projects • Repair • Recycling • Data security • Managed Print support