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Brainlab entwickelt und vermarktet Hardware- und Softwaresysteme für die bildgesteuerte Chirurgie sowie Strahlentherapie. Neben der Einführung der Sales Cloud hat Arlanis Reply die Einführung der Salesforce Service Cloud für den Helpdesk und den technischen Außendienst realisiert. Die hochintegrierte Lösung ermöglicht die Nutzung des iPad als Frontend und erfüllt höchste Qualitätsanforderungen der FDA.
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THE BRAINLAB SERVICE CLOUD Björn Carstensen Director Customer Support
GOAL OF THIS PRESENTATION
• Provide high level overview of Brainlab Service Cloud
• Stimulate and trigger ideas
• Give insight into Critical Success Factors and Challenges
1/16
COMPANY INTRODUCTION
COMPANY KEY FACTS AND FIGURES
1100
220 200
3,000 20,000 35
3/16
KPI
CRITICAL SUCCESS FACTORS
PROCESS
Enforce Utilization
Design Efficient Processes
Measure Performance
4/16
DESIGN – ENFORCE - MEASURE
PROCESS THE BRAINLAB SERVICE CLOUD
KPI
CRITICAL SUCCESS FACTORS
PROCESS
GOALS OF THE SERVICE CLOUD
IMPROVE CUSTOMER MANGEMENT
• Transparency
• 360° Customer View
• Engineer Work List
• Faster Processes
5/16
CUSTOMER SURVEY
SPARE PART ORDERING
COMPLAINT HANDLING
SERVICE CLOUD STRUCTURE
6/16
FIELD SERVICE
REPORTING
CASE MANGEMENT
MILESTONES
7/16
December ’10
Go-live Service Cloud
Master Data Integration with SAP
July ’11
Fully automated service process
Integration with SAP CS
October ’12
Complaint system in salesforce
November ’12
Automated Spare Parts Process
April ’13
Clicktools Customer Satisfaction
Net Promoter Score
CASE MANGEMENT
FIELD SERVICE
REPORTING
COMPLAINT HANDLING
SPARE PART ORDERING
CUSTOMER SURVEY
CASE MANAGEMENT
8/16
ESZZ
• Case is central object
• 1Case = 1 Customer Request
• Case Comments document service activities
• Case Owner defines next person in charge
FIELD SERVICE REPORTING
9/16
ESZZ
• Planned Service
• SAP Service Order eFSR in SFDC assigned
to engineer
• Engineer adds work and time (Event) report
• Customer receives PDF via mail
• Automated booking in SAP
• Unplanned Service • SFDC Case created by engineer
• Per on-site visit eFSR is created
• Customer receives PDF via mail
• Automated booking in SAP
COMPLAINT HANDLING
10/16
ESZZ
• Mandatory for Medical Device Manufacturers
• Full integration with Case Management
• All Cases reviewed by QM for structural errors / patient risks
• Classification: Complaint vs. Service Case
• Complaints require root cause investigation
• PDF functionality for audits and authorities
SPARE PART ORDERING
11/16
ESZZ
• No Case No Spare Part
• Approval process depending on part value
• SAP material master interface
• Update of SAP installed base
• Escalation of unreturned parts per engineer
CUSTOMER SURVEY
12/16
ESZZ
• Service survey send after each closed Case
• We consider your problem solved…do you agree?
• Customer feedback triggers survey follow-up
• Method: Net Promoter Score
• NPS = % of Promoters - % of Detractors
• Account satisfaction level as traffic light
Customer Satisfaction
Detractors (score 0-6)
Passives (score 7-8)
Promoters (score 9-10)
Would you recommend our Products / Service to a friend or colleague?
ESCALATION MANGEMENT
13/16
ESZZ
• Event Timing Scale (ETS) = Case Criticality
• ETS defines resolution deadline
• Technical Escalation • Time to perform next action
• Clock reset after each action completed
• Manager receives mail notification
• Management Escalation • Time to solve customer problem
• No reset of deadlines
• Weekly report prioritized per management level
Strategic Importance
System Status
Contract Status
Complaint Type
ETS
CRITICAL SUCCESS FACTORS
KPI
CRITICAL SUCCESS FACTORS
PROCESS
Success Factors
14/16
• Triple C Follow-up: Consistent + Continuous +
Consequent
• Management buy-in for escalation procedure
• Maintain high level of transparency and visibility
• Ensure business ownership
• Listen and continuously fine tune
Challenges
15/16
• Case vs. Personal Communciation
• Manager Case follow-up
• Lack of trust vs. Process control?
• 3rd party service provider interactions
ACTIONABLE KPI’s
KPI
CRITICAL SUCCESS FACTORS
PROCESS
ACTIONABLE KPI‘s • Focus on primary KPI‘s
• Regular publishing
• Easy to understand
• Incentivize Employees
Speed + Quality = Customer Satisfaction
• Speed = Mean Time to Solve (MTTS)
• Quality = Net Promoter Score (NPS) 16/16
FIELD SERVICE
REPORTING
CASE MANGEMENT
SPARE PART ORDERING
CUSTOMER SURVEY
COMPLAINT HANDLING
14/14
QUESTIONS?