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FROM BUST TO BOOM
Driving Customer Focused Solutions with an Integrated Technology Platform
• TSC Group Background
• Transformation – Program Endeavour
• Business Solutions
– Mobility & Scheduling
– Operations Portal & Technician App
– Timesheets
– Customer Portals
• Next Steps & Future Trends
A BRIEFSUMMARY
GOING BUST!2011 Hastie Group: 7,000 employees globally. Turnover > $1.8 billion.
Construction WIP = $2.9 billion. Assets = $1 billion.
Group in administration owing > $500m
Hastie Services goes into receivership
Allegro funds partner with incumbent
management team to acquire Hastie Services
May 2012
September 2012
NEW BEGINNINGS: TSC GROUP
National provider of fire and security services, dedicated to protecting people, property and assets Australia wide
National provider of commercial and industrial Heating, Ventilation, Air-
Conditioning and Refrigeration services
(HVAC&R) across Australia
National provider of superior quality commercial and industrial refrigeration
and HVAC solutions across New Zealand
Trilogy Spectrum Cowley
Procurement Transformation
Invoice Improvement
Trilogy Re-brand
AP Transformation
IT Set-up & Stabilisation
BI Solution
Organisational Restructure
Mobility 2.0 (incl. scheduling)
P R O F I T A B L EC U S T O M E R
B A S E
TRANSFORMATION: PROGRAM ENDEAVOUR
– Significant customer attrition during and immediately post receivership
– Stabilise & grow customer base
BUSINESS SOLUTIONS GROUP: WHY?
Revenue Growth
– Decentralised model with highly manual processes
– Overhead % greater than best practice norms
– Unsustainably low margins - impossible to diagnose root cause
due to poor data quality and lack of standardised processes
– Increase technician & scheduler productivity
Margin Improvement
Overhead Reduction
– Debtor days > 60 days & inadequate invoice generation
– No bank facility due to non-existent credit rating
Working Capital Management
• TSC Group Background• Transformation – Program
Endeavour• Business Solutions
– Mobility & Scheduling– Operations Portal & Technician
App– Timesheets– Customer Portals
• Next Steps & Future Trends
External Customers
Diverse international customer base
Stabilise existing base
Enable growth for new customers
Internal Customers
TSC Group Board
Company SLT
Branch & Service Managers
Service Support
Technicians
BUSINESS SOLUTIONS GROUPBUSINESS SOLUTIONS GROUP
“Éist le fuaim na h-abhann mar gheobhaidh tú iasc.”
Listen to the sound of the river and you will catch fish.
(Old Irish Proverb)
BUSINESS SOLUTIONS GROUP
BUSINESS SOLUTIONS OVERVIEW
Document Scanning App
Invoice App
Mobility Reporting App
Timesheet App
Quoting Tool
Pronto
Integration Layer
Click Mobile App
TechnicianReports
App
Existing Solutions (pre Aug 2013)
TSC Proprietary Solutions
Click Software
Customer Portal
Operations Portal
Click SchedulerTSC Proprietary Supporting Apps
CUSTOMER PORTALS
Transparent information about works carried out with in-depth reporting:– Status of existing jobs
– PM schedules & compliance
– Site & Asset information
– Scanned test dockets
– Billing history
– Total spend & spend by site
– Outstanding quotes
– Contract / agreement information
Developed with national customers
MOBILITY 2.0 & SCHEDULING 2.0
• Samsung S3 provided to all technicians
• Click Mobile Apps developed & rolled out across
Trilogy & Cowley branch network
• Click Scheduler rolled out across branches
• Complete integration & synchronisation with
Pronto ERP system
OPERATIONS PORTAL
Service call details incl. OH&S, call
status (i.e., travel, onsite, finished)
Service Call Viewer
Document Viewer
Parts Tracking
FWR & HSE Reports
Engineer Timesheets
Asset Management
Single location for all call documents
Track parts status for on-hold calls
View FWR reports, images & HSE
statistics by branch
Real-time Asset capture & approval
Approval & submission of timesheets
Submit
TIMESHEETS @ TSC
Reject Approve
Engineer Service Manager Payroll Automation Productivity Metrics
Engineer: Submit an accurate daily timesheet capturing all activities (e.g., service call, training, supervision etc.)
Service Manager: Review and assist engineer to submit valid timesheet that can be approved & processed
TIMESHEET BENEFITS
• Daily timesheet process is a significant component, driving process improvement at TSC
• New reporting provides all levels of the businesses with metrics including:– Timesheet status
– Hours worked
– Type & distribution of calls per day
– Mobility device compliance
Enable the Automation of Timesheet Processing
• Technicians are accountable for their timesheets
• Service Managers own the approval of these timesheets
• Distributes the admin workload across the business, enabling cost savings
Provide Daily Metrics & Reports
TIMESHEET AUTOMATION
– Provides technicians with information on their individual
performance, allowing them to track their own KPIs
– View submitted timesheets, summary & statistics
– Create parts tracking and view status of existing parts
– Barcode scanning asset information retrieval
• Asset history
• Asset images & documents
– Searchable training manuals
Real-time Access
TECHNICIAN APPS
– Following comprehensive due diligence of similar companies
across AU & NZ, GDF Suez acquire stake in TSC Group
GDF Suez
– Baseline metrics to drive productivity improvement
• Number & duration of calls per day
• Travel Time, Non-productive time, Overtime
– Stabilise existing customer base
– More than $10m in new client contracts
Customer Confidence
Productivity Improvement Baseline
BENEFITS TO DATE
– 40% reduction in Call to cash cycle on reactive & quoted jobs
– 19% reduction for maintenances
Reduction in Call to Cash Cycle
– User-centric design and data-powered solutions to apply uniquely mobile-first methodologies
Mobile Apps 3.0
– Becomes integral to all mobile services
– In the past year, almost every organization either implemented
or made plans surrounding big data initiatives
– The launch of a myriad of wearable, connected and “Internet of
Things” (IoT) devices is turning the smartphone into a control hub
Smartphone
Big data
2015 TRENDSSource: Digital Management, Inc.
– Sensor breakthrough
– Brands will take a new omni-channel approach based on mobility,
location and context rather than device type
Wearable technology & Omni-channel
LOOKING FORWARDCustomer Portals TSC ERP
Assisted Scheduling
Operations Portals
Customer App
– Asset Capture
– Assisted scheduling
– Automated Invoicing
– Customer Portal
• Automated call logging via Customer App / Portal
• Predictive analytics of assets
• NPS tracking every week
Highlights
QUESTIONS?
• Customer Portals• Operations Portals• Technician App
BACKUP
BUSINESS SOLUTIONS OVERVIEW
Quoting Tool CAAPs
Websites
Operations & Customer Portals
Mobility
Management Reporting
& Business Intelligence
Scheduling
Integration LayerIntegration Layer
Existing Solutions
Prophet CRM
Support ApplicationsReporting, Timesheets
OPERATIONS PORTAL: LANDING PAGE
OPERATIONS PORTAL: TIMESHEET REPORTS
OPERATIONS PORTAL: TIMESHEET MANAGER
OPERATIONS PORTAL: KPI REPORTS
TECHNICIANS APP
CUSTOMER PORTALS: REPORTS DASHBOARD
CUSTOMER PORTALS: SITE EXPENDITURE