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Managing Complex Service Operations to Enhance Customer Satisfaction and Revenue
Lisa Ozkan – Sr. Product Manager, QADNathan Beste – Sr. Business Systems Analyst, FEI
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The following is intended to outline QAD’s general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, functional capabilities, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functional capabilities described for QAD’s products remains at the sole discretion of QAD.
Safe Harbor Statement
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• Challenges facing service organizations• QAD’s response• FEI’s story
- FEI introduction- Challenges- Project overview / goals- Benefits- Demo
• Wrap up
Agenda
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0 5 10 15 20 25 30 35 40 45 50
Top 5 Goals for CSOs in 2011
% of respondents, n=242
Grow revenue
Improve customer service
Improve customer retention
Improve workforce productivity
Cut costs
Challenges Facing Service Organizations
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Source Aberdeen Group September 2010
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• New contracts and warranty• Contract renewal• Services outside of coverage• Other value-added services• Service parts
Sources of Service Revenue
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• Be there before you are needed• Accomplish more with what you have• Empower with information• Educate and motivate• Break boundaries
Revenue Boosting Initiatives
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• Tools that enable outstanding customer service- Smart user experience: Role-based interaction- Integrated business processes- Multi-channel access
QAD’s Response
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• Role-based centers:- Customer service
center- Shipping center- Customer support
center (previously known as contact center)
• 30+ new and updated browses
The Power of Smart Simplicity
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• Several new operational metric groups for CM included out−of−the−box with QAD 2010.1 EE
• Can be tailored• Check data
integrity and drill down to take corrective action
The Power of Smart Simplicity
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• More than 100 new reports
• More than 30 new/updated browses
• Future - replacement and standardization of remaining reports
The Power of Smart Simplicity
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• Smart user experience • Adaptable business processes• Access Anywhere Anytime
Vision for Service & Support Suite
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• FEI introduction• Challenges• Project overview / goals• Benefits• Demo
FEI’s Story
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• Manufacturer of ion-beam systems and electron microscopes for nanotechnology
• HQ in Hillsboro, OR• Annual revenue 600M USD in 2010• 1800 employees• 3 research centers• Sales and service operations in
more than 50 countries around the world
• QAD 2007.1 (eb2.1 SP4) in 5 databases and 9 domains
FEI Introduction
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FEI Introduction
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“Don’t bump my atoms”President Obama Sees Atoms through an FEI Titan™ S/TEM
Electronics: DRAM Memory with Elemental Map - 110nm technology node
Life science: Bacterial Biofilm Industry: Used Razor Blade Research: platinum nano-wire
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FEI Global Service Organization
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Europe:
130 FSEs
4 Service Areas
North America:
184 FSEs
10 Service Areas
Asia/Japan:
90 FSEs
4 Service Areas
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• Complex and inconsistent reporting methods with inefficiencies
• Regional variances in processes• Delays in sharing information with field• Dual data entry• Delayed or “lost” revenue recognition• Lost inventory and write-offs• Challenges with identifying current FSE
location or availability
Challenges
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• Scope: - Roll out QAD MFS and FSS to field engineers globally
supported by QAD SSM as the foundation - 450 FSE on QAD MFS worldwide- Cleanup old calls and installed base- Decrease paperwork , mail and phone use- Buy-in from FSE’s to monitor stranded calls and
administrative flow
• Timeline:- Preparation phase: 9 months including UAT (2008-
2009)- Implementation phase: 3 months in three regions -
Europe, US, Asia (Nov 2009 – Jan 2010)
Project Overview
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• Standardized global call flow process• Improved scheduling visibility • FSE self-service• Improved utilization of resources• Faster and high quality data entry• Improved SOX compliance & invoicing• Necessary first step for future strategic
plans• Improved customer satisfaction
Project Goals
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• Improved field service reporting
• Improved planned maintenance timeliness by 5%
• 50 % time saving in processing call activity recording
• Better transparency on labor, travel and part usage
• Timely and accurate activity reporting and invoicing
Benefits – For the Office
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• Improved visibility and management of - Calls, visits, materials, shipping, ETA
• Increased engineer utilization by at least 5%
• Capture proof of service on the spot
• Feedback when call stays open too long
Benefits – For the Field
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• Reduced aged parts write-off by 10%
• Efficient communication between SSOC and Logistics
• Direct visibility of inventory
• Improved service part transfer process
Benefits – For Logistics
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QAD Service & Support Suite At FEI
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FSE
using QAD MFS
Call Center
using QAD
SSM
Create/modify call
Report call activity
Reschedule visit
Create MO
Create/modify call
Engineer absence
Create/modify visit
Create/modify MO
QAD 2007.1
DatabaseServer
Dispatcher using
QAD FSS
Lets you see it all!
FSE schedule
Call details
MO details
End user details
Contract details
Call SLA
FSE list
ISB details
Associated calls
Call/FSE locations
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QAD FSS – Gantt Chart Tabs
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Gantt Chart
List of Engineers
Call Details
Geography Map
Contract Details
ISB DetailsEnd User Details
Associated Calls
Part Details
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Metrics Affected
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Process Benefit Value
After sales support management
Call center and issue management
Installed base management (as-built plus field updates)
Service parts management
Service support contract management
Warranty management
RMA Management
•Improved customer satisfaction
•Improved service revenue thru providing better service
•Product quality improvement thru better issue tracking
•Service operational cost reduction & containment due to streamlined processes and reduced service part inventory
•Warranty cost reduction & containment
•10% to 25%
•10% to 15%
•10% to 20%
•15% to 20%
•10% 15%
Field service scheduling
Engineer workload visibility and management
•Significant reduction in scheduling time
•Reduced meantime to repair
•Improved first time fix rates
•Reduced service parts inventory carrying cost
•Reduced overtime costs
•70 to 75%
•5 to 10%
•10 to 15%
•5 to 10%
•$000’s
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• Stop by one of the QAD booths in the EXPO center to see a live demo
Next Steps
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• Nathan Beste, Sr. Business Systems Analyst, FEI [email protected]
• Lisa Ozkan, Sr. Product Manager , QAD [email protected]
Questions & Answers
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