field service management top 5 secrets to mobility

Service Direction

Field Service Mobility – Best Practice WorkshopROI Building Blocks/Steps/Results

Enterprise Survey 2015Ron Babich, MobileLogix

Tel 602-492-8940 http://www.mobile-logix.com/

FSM Workshop Objectives• Share current market statistics• Help Benchmark Current State • Add to Company Vision Goals• Understand Best “What is Working…, and not”• Fast Path to Results, Avoiding Obstacles


About Me• 16 Year Field Service and Capital Project Technology Veteran

• One of First Online Self Serve Customer Portals/Stores 1996-2001

• Controller for GE and Western Savings

• Cost/Productivity Solution Provider (Used by 80%+ of Fortune 500 Companies)

• Passion for Technology!! (used to drive results)

Service Direction


Enterprise Top Objectives

of field services companies still consider reducing cost and driving efficiencies as a very important or important objective of their organization.

65%

Source: 2015 member technology survey


Mobility Tool Impact

of field services organizations provide mobility tools to their workforce, 77%and nearly have observed improvements in workforce productivity. 70%



Enhancement Requests

of field services organizations are enabling engineers to recommend new features and enhancements that will increase adoption and consumption with technology.

30%



Access to Inventory Availability

The increasing importance of spare parts has led to 68% of field service companies providing access to inventory and availability. 68%



Some Metrics Not Required• Opportunity to measure Everything vs. Some

things.

• What do we measure?

• Just because we can, doesn’t mean we should.


City - Customer Driven Service

Cloudvs. Whiteboard

Tabletsvs. Truck Walls


Field Productivity Drivers

Text/App vs. Telephone

Confirmation Reminders

Electronic vs.Paper Capture

With SmartField Before Smartfield

• Time To Bill 7 Hours 62 Hours

• Order Cancellations 0.4% 8%

• Upsell Revenue 14% Invoice 0% Invoice

• Automation 100% Field Electronic

Paper – 2 Day From Order

• Reporting Cloud Based – Real Time

Paper – 4 Day Post Install

*time converted = 1 week from green light


Field Services Technology Stack

Consumption Monitoring

Multi Channel Access CommunitiesContract/Entitlement

Management

Field Service Scheduling/Dispatch

Internet of Everything

Collaboration

Voice of the CustomerUpsell/Cross-Sell

Intelligent Search

Knowledge Management

Mobility/Video

Parts Logistics/ Depot Repair

Proactive Support/Intelligent

Diagnostics

CRM/Incident Management

Voice/ Telephony

Reporting/Analytics

Recurring Revenue Management

Customer Facing Layer

Productivity Layer

Infrastructure Layer


2015 Field Adoption



Core FMS Adoption Benefits– Enterprise Service Management Solution – Centralize functionality

(quotation capabilities, work order management, depot repair, asset management, contracts management, warranty management, spare parts inventory control, service billing, inspection management)


Core FMS Adoption Benefits– Visual Scheduler – Color Status Views

(Allows service orders to be created, assigned, dispatched, updated, and re-assigned based on multiple filters such as technician skill sets, availability, and customer location.)


Core FMS Adoption Benefits– Mobile Application – Automates most common tasks

(Repairs, installations, and preventive maintenance to inspections, site surveys, and assessments...Time Capture)


Core FMS Adoption Benefits– Customer Web Portals/Apps – Allows access to critical service data

(Creating their own personal dashboards of key performance indicators.)


Core FMS Adoption Benefits– Alerts and Escalation Workflows – Identify important business

information

(Telling your system what to watch for and how to respond to certain conditions when they occur.)


Core FMS Adoption Benefits– GPS Technology – Creates real-time mapping

(Show where technicians, vehicles and customers are located.)


Starting Point Common Communication

CRM

ERP

Paper

Telephone

Customers

Field Techs

SpreadsheetInput/

Analytics


Smart FSM Rollout OrderIntegration(s)

Reverse Report Building (Form Build)

Scheduling

Time Capture

Productivity Analytics

Payroll

Billing Rate Analytic

Customer Notification

Customer Self Service

Reporting

Time Shift Rules

Order Creation


Decisions on Incremental FSM Investments

• Benchmark your technology footprint against others

• Include integrations in Phase 1 of the project

• Roll Out on Iterative Building Blocks – Show Results Fast

Service Direction

Ron Babich, CEO [email protected]

602-507-8750

mailto:[email protected]