cepheus group 2012 (english)

© Cepheus Group – 2012 - 1

CEPHEUS GROUP SAS Tréguen - 56190 MUZILLAC - France

Tel. +33 (0) 472 483 748 - Fax +33 (0) 472 483 749

Email: [email protected]

www.cepheusgroup.com

© Cepheus Group – 2012 - 1 Confidential document

Boost your company growth through services

Guaranteed success !


« The BtoB commercial cost sales is about 15% of the product price. Companies often spend up to 80% of the business development budget to earn 20% of new customers. A sale made with a new customer is nearly 7 times more expensive than one made with existing customers. To simply transfer 20% of the time from uncertain hunts to its existing customers would benefit to quickly gain results. »

« A survey showed that 46% of customers leave their provider after the first order, 24% after the second, 14% after the third and 12% after the fourth. We can conclude that a client is not actually acquired on the first order, but only after the third one... A major effort must be maintained to achieve it. And there are no secrets: to keep a customer we must show love to him/her ! To do this, make sure he/she feels good to you! »

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Confidential document


For 70% of the SMEs: Customer service is a « Necessary Evil » , a cost centre Cust. Service Turnover < 5% Total Turnover

We support large and medium companies to create, to develop and to optimize their customer service: • To build a Real Profit Centre Cust. Serv. Turnover > 20% Total Turnover • Then to upgrade to Real Customer Service Cust. Serv. Turnover > 40% Total Turnover

1. Why build a real profit centre ? • Loyalty tool

• Lever to innovate and develop new business • Vector to profit growth

• Powerful mean for differentiation

2. From product to service approach ? • Major turnover growth relay • Steady turnover source • Competition barrier • Strongest links with customers over time

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Which type of customer service is yours ? What are your improvement levers ? You are asking yourselves which kind of customer service you manage ? Please come and test free of charge our profiling tool. Click on the link below and fill up the short on-line questionnaire. Link: http://tinyurl.com/cepheusgroup-savprofiler A free report will be sent back to you by email.

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http://tinyurl.com/cepheusgroup-savprofiler



Training centre Assessments & Consulting

Events management

Edition & Publishing

Field engineer networks Ad

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Supporting equipment manufacturers in their transition from product to solution (product + services) selling approach,

in France and abroad, involves gathering competences, methodologies, experts and know-how.

The daughter-companies of the group are built on this philosophy.

CEPHEUS Group invests exclusively in the « Service dimension » of the large and medium sizes technological & industrial companies.


Confidential document © Cepheus Group – 2012 - 6 Document confidentiel

The trip to the

service/solution transition

© Cepheus Group – 2012 - 6 Document confidentiel

Raise the service quality as a major asset of your product sales

Support your technical and business teams to enhance the service organization and profitability, together with the actual added value

Significantly raise the company turnover made with the spare parts and labour time sales

Consolidate and guarantee future revenues and profits mainly through services

Confidential document © Cepheus Group – 2012 - 7

Facing the existing economical context, the competition and your own market evolution, your ambition might be to:

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LOYAL & PROFITABLE CUSTOMERS

Growth

Performance

Excellence

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Audits & Assessments (Detailed interviews, permanent and variable features analysis)

Assessed reports (Detailed reports, P&L assessments, preconisation for each entity, and the group if required)

SAVProfiler © & Barometres©

(Instant image from each entity)

Option: Improvement awareness (1 or 2 days seminars with actors, team-building to « move the frontiers on »)

Pilots & Strategy definitions (Personnel empowerment & co-construction of the solutions, for each entity)

Training plans Methodology ConceptSAV© to develop and optimize a customer service

Service culture improvement and development (Trainings for managers, technicians and other personnel - Option: Coaching, if required)

Pilots methodological support (Days quantity according each entity and requirements)

Option: Publication of a multimedia support (Best practices & company vision, book/video/ebook…)

Interviews & assessments

Advised reports

Awareness & change management

Support & transmission

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Implementation

Support tools & communication

Large groupes

Medium sizes CEPHEUS Group


Empowerment & competency leverage


Possible actions:


Result commitment: Guaranteed success !

With the experience and expertise of our consultants, we can engage on the success of our mission. To do this, we will implement a dedicated approach based on a guaranteed success: the fees of the mission will depend on our ability to help you achieve your goals, validated at the end of the audit. The audit will allow us to determine with you what results to achieve in terms of percentage change in sales and profitability, on a scale of time (2-3 years on average). If our approach and the respect of our recommendations do not achieve the objectives, you will owe nothing. Otherwise, provided percentages compensation will be applied. This "win-win" is our guarantee label. A single contact throughout the project, involving different group entities will be managed by SERV & SENS.

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Presentation of the different entities of

Cepheus Group


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Step by step support towards customer service optimization and service and solution business model transition.

To transform a cost centre into a profit centre is not an obvious fact. A customer service is complex and involves multiple competencies: finances, business, management, logistics… and this, whatever the position of responsibility. There is not a unique business model applicable to any customer service, but many hundreds of them, which always include:

The constant features, common to any customer service. The variable features, which make each customer service a unique one.

SERV&SENS has developed theories and working methods in order to define and implement the right business model, and to bring you to success:

Audit and assessment Organization definition, procedures and implementation Change management and team support, managers coaching Management software's specification and selection support (ERP/CRM/Mobility…)

Quality process integration (ISO 9001/ISO14001/OHSAS18001…)

Technology and strategy watch Recruitment assistance Services projects management and animation

« The Concept SAV© methodology, A powerful tool to create, organise and develop a profit centre customer service »


« Competencies and profitability shaker » The performance and customer relationship training centre.

The ESSENTIALS: How to transform to a profit centre (Ref. CD-01)

Customer relationship management (Ref. RC-01)

Technical business unit management (Ref. MS-01)

Remote teams management (Ref. MD-01)

How to write efficient technical documents (Ref. PP-01)

A unique pedagogical approach and original offer to acquire skills and operational methodologies (Organizational, Relational, Business, Management...), on a pre-formatted (inter) or a custom (intra) mode.

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« I followed the training "How to develop a customer service as a profit center" organized by Serv'Academy. In addition to a non-fault session, I met a trainer Christophe Picot, mastering his subject, probably due to its extensive experience in many different customer services. It is rare to encounter a teacher and trainer also motivated by what he does, and knows how to pass both the motivation and knowledge for trainees. Days with him, yet extremely responsible, seem too short. But the most surprising in this training is to develop the principles and logic that might seem complex, via an extremely simple methodology (ConceptSAV©). In summary, we leave this training with acquired know-how that actually allows to transform an ordinary cost center into a true Customer Service with all the benefits attached to it. And all this in a highly friendly way. » Remi S., Customer Service Manager (Electronics equipment manufacturer).


A team of consultants, certified coaches and actors to serve your internal and external communication, and to offer you "interactive ways" to create further human links: improvisation, co-written sketches, forum theater, seminars led, bespoke events...) .

To conduct seminars, to illustrate workshops To implement a singular animation team (Coaching) To create a team coherence (Team Building, Team Alignment) To understand the interactions and reactions between people To adopt the correct relationship position (Conflict Management) To learn to self-overcome and to develop leadership …

What if a company is composed primarily of human beings? Human relationships do not just happen and there are many sources of conflict within companies and organizations. Our mission is to advance women and men in their relationships with others, for a tenfold work efficiency. The theater techniques are a fabulous tool for cohesion and expression. A

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« Change acceptation, all together » The professional theatre to liven up and drive, to emerge, to express and mainly, to change and evolve.


After-sales/Customer Service Quality in services Service management Innovation through services Legal and regulatory Studies and industry trends White Papers Blogs Advertorials...

« Inspiration and progress sources and references » All publications on service management (After-sales, Service Clients, Innovation, Quality…)

In addition to providing most of the available publications on the market, we publish our own books and multimedia supports, and we propose to edit some publications in your colors (for example, the relationship of service technicians with clients on various known issues: be afraid to say no to a customer, sell the image of the company, deadlines, contracts...).

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« Qualified field engineering providers in France and abroad » Expertise in building and managing field service and technical service networks.

We provide you with a base of 700 skilled technical and field engineering providers, and with our know-how to build local support networks in all industry sectors in France and all over the world.

To build a network of field service providers and manage external stakeholders in the long term requires a methodological approach and a specific organization. O

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Installation & commissioning

Troubleshooting & 24/7 assistance

Hot-line & technical support

Preventive maintenance & security

Retrofit, transfer, upgrade, modification

Spare parts logistics


© Cepheus Group – 2012 - 17 Confidential document Document confidentiel © Cepheus Group – 2012 - 17 Document confidentiel

To implement a quality process



Our methods apply to all the services of a company to optimize performance, to enhance team cohesion and involvement of staff, or to begin a process of quality certification (ISO 9001, ISO 14001, OHSAS 18001 ...). We advocate an efficient and profitable range of services, is inseparable from a quality approach. Adaptable to any business, whatever its size and industry, the ISO defines the requirements for quality management for the implementation of products and/or services by placing the customer at the center of concerns.

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Being certified allows you to position on international markets. At your organization, ISO certification also allows you to assess the risk of potential failure and reduce until customers or other stakeholders do not condition themselves. The cost of non-quality, with product recalls and returns, can be quickly evaluated. Not only the financial impact can be dramatic, but the impact in terms of negative image and reputation can be fatal. ISO certification allows you to anticipate changes in your industry to be more competitive, to optimize your production costs and to manage your business with confidence.

Quality Management The quality management is generally based on the standards of the ISO 9000 version 2008. These standards are based on eight principles of management:

Customer orientation; Leadership; Involvement of staff; Process approach; System approach to management; Continuous improvement; Factual approach to decision making; Mutually beneficial relationships with suppliers.

© Cepheus Group – 2012 - 19 Confidential document © Cepheus Group – 2012 - 19 Document confidentiel Document confidentiel © Cepheus Group – 2012 - 19 Document confidentiel

Qualified Service Personnel Recruitment

Support



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Generally, what are the issues you encounter when recruiting candidates?

Shortage of candidates

Ignorance of your industry

Inexperience

Salary expectations too high

Lack of geographical mobility

Insufficient initial training

Foreign language deficit

Other

Recruitment is carried out by a senior consultant, specialist in technical staff. It takes place in three phases: 1. The candidate's application form information. 2. The facilitator presents the company and the position. 3. In a group interview, the candidate is following the rules specified by the facilitator. The facilitator observes the behavior of each candidate and its interaction with other group members. Each candidate answers the questions asked by the group. The facilitator led him to develop, to respond to small destabilization... The facilitator asks participant, at the end of each meeting, to send quickly by email his summary of the meeting and his personal response to 2 or 3 open questions about the Service and the Client.

Customer interview Candidates

research

CV analysis & Pre-

selection

Phone interview

Group meeting

Analysis & Synthesis

Application sending

Validation meeting

Reference research

Individual tests

Short-list

Customer meeting

Finale selection

Trial run follow up

Mission assessment


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Educate leaders and institutions

« Promoting the importance of associated services and functionality model economy »


The AFSM (Association For Services Management), a nonprofit professional association (founded in 1979 in the USA and in 1983 in France), brings together Services Management professionals from technology and industrial companies.

The AFSM regularly organizes events in order to: Group responsible for Services (Customer Service, Support, Training...)

Promote new methods of service management Promote continuous improvement of professionalism and

innovation in services with knowledge intensive services (IT,

Medical, Industrial Process, Electronics...)

Encourage and facilitate the exchanges (information, expertise,

benchmarks...) on an international basis Identify and contribute to academic research/scientific

aspects of all services Support the development of initial curricula and ongoing

training in the Service Management.

www.afsmi.fr

« Sharing good practices and anticipating market evolutions » Cepheus Group is an active member of AFSM in France and of CFSMI in Europe.

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In partnership with:


References and achievements


Some key figures: For a medium sized company in Brittany, food process equipment manufacturer: Service turnover: +57% over just one year, service profitability: +27%. Customer portfolio assets: +280% over 2 years. Development of new profitable activities.

For a medium sized company located in the Marne area, healthcare equipment manufacturer: In 6 months time, from a cost centre -15 K€/month, to a profit centre +20 K€/month.

For medium sized companies in Lyon and in Metz, industrial machinery manufacturers: Creation of a customer service with a balanced operating account, in the first year. Development of a network of national and international field service providers for maintenance.

Our consultants have been involved at: ALCATEL - ALSTOM - ARDEN EQUIPMENT - BAXTER - BLACKMER - BRIOT - BSH (BOSCH) - BWT - CRYOSTAR - CUENOD - ENDRESS HAUSER - EUROCAVE - EXCEL GSA - FAIVELEY Transport - FLAURAND EUROPE - FRENCH AGRO INDUSTRIES - FROID EXPRESS - GAMBRO - HEATCRAFT - HITACHI - HYPERMARCHES - IMPRESS METAL - INEO SYSTRANS - INTERDICA - ISM - JCB - JEDO - KOLTES - KSB - LEASE PLAN France - LEGRAND - LEICA GEOSYSTEMS - LEXMARK - LUMIPLAN - MAGOTTEAUX - MDA ELECTROMENAGER - METTLER TOLEDO - MIKRON - NSC (SCHLUMBERGER) - NEW HOLLAND - MIGRO - SANMINA - SEW USOCOME - SHATMADZU - SOCAMEL - SODIL - SOLEIL VERT - SONY - SPIGRAPH - THALES - THE PHONE HOUSE - THERMO - TRYBA INDUSTRIE - THALES - THYSSENKRUP KH MINERAL - VIESSMAN - VISATROL SUPRA - VISIOSAT - WATERAIR - YOKAGAWA… ©

A manufacturer of industrial machines, with 10 regional offices, each with its own service operations. The company wanted to standardize the service process for all agencies: Audit, by Serv&Sens, of the headquarters and the 10 agencies, some were profit centres, others were cost centres. Live report by Valeur Agitée, to the agencies service managers, with staged situations encountered, on an humoristic way (awareness, step back). Trainings, by Serv’Academy, of the area service managers with the deployment of the methodology ConceptSAV©. Appointment of project pilots to standardize the methods and processes at the national level. Trainings, by Serv’Academy, of the technicians at the “Customer relationship". The aim is the customer satisfaction regarding any situation, and to increase sales of products and services. Distribution of a "customized version" of the book published by Cepheus Editions. Serv&Sens supported the pilots for 1 year: targets have been exceeded.

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A company, supplier of equipment for the professional kitchen, trying to develop the enterprise turnover:

Training of the managers at the ConceptSAV© methodology during a 4-days session, and 50 service technicians to “Customer relationship" in 5 2-days sessions. The technicians have learned to "sell" the service in terms of advice, and are involved in the development of supplies catalog and new services. References


cepheus group 2012 (english)

Documents

service turnover

kind of customer service

service approach

real customer service

service quality

service organization

company turnover

service dimension of