See research and tips on how to further increase your field service technician's utilization rates to help increase revenue and drive down costs in your field service organization. For more information, contact ServiceMax at: Email: info@servicemax.com Phone: 1-800-756-4960

1. 63%
average
workforce
utilization

2. Top 5 Tips To Increase Technician Utilization
Vidya Chadaga
Director of Product Marketing

3. Agenda
 Service & Field Service business
 Key success metrics
 Top 5 tips to improve one key
metric – Tech Utilization
 How ServiceMax can help
 Q&A

4. Forces in the Service Business
Complicated
Products
Rising
Performance
Expectations
Distributed
Operations
Sophisticated
Equipment
Younger
Workforce
Disconnected
Systems
Service
Organization
Improve
Customer
Service
Increase
Revenue
Reduce
Costs

5. Your Field Service Business
Service
Differentiation
Brand
Differentiation

6. Key Metrics that Impact Field Service
Increase First Time Fix Rate
Decrease Repair time
Increase Response Rate
Eliminate Warranty Leakage
Improve Technician Utilization

7. 81%
customer
retention

8. 40%
technician
idle time

9. 3
work orders
per day

10. 63%
average
workforce
utilization

11. Typical Field Service Process
Customer
Call
Dispatch Enroute Repair
Close &
Billing
Technician Utilization

12. Turn on auto-entitlement
Customer
Call Concerns
 Inconsistent, inaccurate entitlement checks
 No to access customer and service history
 Inability to investigate and resolve problems
Behind the scene
 Integrate field service and CRM solution
 Clarity on pricing and discounts
 Empower customers with self-service

13. Skills-based routing, its not a myth!
Dispatch
Concerns
 Technicians assigned on paper
 Manual dispatching
 Difficult to locate and adjust schedules mid-
way
Behind the scene
 Track whereabouts of tech
 Real-time readjustment of schedules
 Minimize tech time to and fro dispatch site

14. Put a smart device in your tech’s hand
Enroute Concerns
 Unable to locate customer site
 Lack of communication between
techs, dispatcher and customer
 Inability to notify delays, arrival times
Behind the scene
 Goodbye rugged devices!
 Communicate anytime, anywhere
 Be confident with inexperienced workforce

15. Don’t be afraid of Social!
Repair
Concerns
 Inability to resolve problems on-site
 Send tech again to solve same issue
 No visibility into service contract
Behind the scene
 Empower tech with collaboration solution
 Access to manuals and expert
 Real-time information sharing

16. Close work orders with one-click
Close &
Billing
Concerns
 Inability to up-sell or cross-sell
services/products
 Inaccurate data capture and invoicing
 Lack of central location for closing notes
 Cannot capture customer feedback
Behind the scene
 Close work orders electronically
 Sign off from customer on mobile device
 Roll-back feedback to home office
 After-service sales

17. Top 5 Tips to Increase Technician Utilization
Close work orders with one-click
Don’t be afraid of Social!
Put a smart device in your tech’s hand
Skills-based routing, it not a myth!
Turn on auto-entitlement

18. Transform the Service Lifecycle
Mobile CloudSocial

19. Complete HTML5-based Field Service Solution

20. Mobile-based Solution
ServiceMax Mobile
on-demand, anytime, anywhere
Smart PhonesiPadLaptops

21. ServiceMax is HTML5-based
ServiceMax in HTML5
 Meet the demands of BYOD
 Deployed to any device or
platform through the browser
 Consistent user experience on
Browser, Tablet, Laptop &
Smartphone
 Agnostic to operating system
and carrier
 Design-once-deploy-anywhere

22. Cloud-based Solution
Leveraging Force.com
Rapid innovation
 Core capabilities inherited from the platform
 100% focus on Field Service functionality
 Accelerated speed to market
Scalability, Performance, & Security
 Massive infrastructure, trusted by 100,000+
companies
 3 global data centers, full disaster recovery
 ISO 27001 Certified Security
 SAS 70 Type II certification
 99% guaranteed reliability/uptime
Customization, Integration, Extensibility
 Customize data objects, logic, workflow and UI
 Proven integration with back-office

23.  Empower your field tech with the
knowledge of your entire
organization
 Document and leverage tribal
knowledge
 Increase first time fix rates via
collaboration
 Keep the home office up-to-date
with what’s going on in the field
Social-based Solution
ServicePulse | Ticker | ProductPulse
It’s not about “being social”, it’s about delighting your customers

24. Business Needs of Global Leader in HVAC
Increase
Revenue
 One view of the customer
 Build better maintenance plans
 Dispatch a technician who is good at upselling
 Faster invoicing
 One more service call per day
Decrease
Costs
 Less dispatchers
 Scenario-based scheduling
 Decrease technician idle time and route optimization
 Mobile-device flexibility
 Integrate to Google maps and GPS
Improve
Customer
Service
 First call resolution (right person, right part, right time)
 360° customer view when they call
 Customer visibility into process
 Different entry points for a customer to report a problem
 Everyone has same information when talking with a customer

25. Right Technician at Right Time
Service Call
My Air-Conditioner Broken!!!
• Aged 8 Years
• Expired Warranty
• Recurring problems
Sales through Service
Up Sell Technician Response
$150
Fix it ? OR
$1500
New Product+
1yr Warranty
Skill Based Routing
Fix it Tech Fix it + Up sell
Tech
Results
$1500
+warranty
No sales involvement!

26. ServiceMax Trial
http://www.servicemax.com/landing/trial/
Try it for Free!

27. Q&A