The Connected Technician: Social Collaboration for Enhanced Service Delivery
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You've heard of the social enterprise, well now see a real use-case for social technology that truly helps increase productivity and make customers happy. Field service presents the best use of social in the enterprise. See why! For more information, contact ServiceMax at: Email: info@servicemax.com Phone: 1-800-756-4960
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The Connected Technician: Social Collaboration for Enhanced Service Delivery
- 1. Thank you for joining us! We will begin in just a few minutes. Audio is routed through your computer – please make sure your speakers are turned on. Submit questions at anytime. Q&A at the end of the presentation. For audio issues or technical assistance, please use the QUESTIONS panel. The Connected Technician: Social Collaboration for Enhanced Service Delivery Sponsored by
- 2. Today’s Presenters: 2 Sponsored by John Ragsdale VP of Technology Research TSIA Vidya Chadaga Director of Product Marketing ServiceMax
- 3. The Connected Technician: Social Collaboration for Enhanced Service Delivery John Ragsdale VP, Technology and Social Research
- 4. TSIA 2013 Service Capability Heatmap Now Available at TSIA.com • 2013 Technology Industry Trends – Cloud Computing – Consumption-Based Pricing Models – Mobility Computing – Social Media – Rise of New Major Markets
- 5. The Evolution of Service Collaboration Employee Community Customer Communities Tech and Field Support • Real time collaboration • Peer to peer support • Knowledge capture and sharing ∧ Enterprise
- 6. Use Cases for Collaboration Across Service Disciplines • Education Services – Training tips, content errors • Professional Services – Custom and integration code, product foibles • Support Services – Peer to peer support • Field Service – Knowledge sharing, real time peer assistance 76% 74% 80% 64% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% ES PS SS FS Planned Spending on Collaboration Platforms 2012-2013 Source: 2012 Member Technology Survey
- 7. Field Service Goes Social • Social media channels – Field techs can use Twitter or Chatter to ask questions from the field – Instant access to peers and product experts • Fostering a community – Easily share learnings, ask questions of a global team, including partners – Conversations become part of a searchable repository • Example from $22 Billion office products firm – Launched a global knowledge sharing initiative – 23,000 Field Repair users around the World – Post questions for peers – Contribute new knowledge – 300,000 issues solved per year – Estimated $12 Million saved annually
- 8. TSIA Recommends: Step Reinventing the Wheel • Create a culture of collaboration – Leverage ―the carrot‖ and the ―the stick‖ – Recognize collaboration may be more challenging for older workers • Look for light-weight solutions—technology should not be a barrier • Metrics tracking is critical for ROI calculations – Document base levels before any new programs – Monitor changes to repair times and first time fix rates
- 9. The Connected Technician: Social Collaboration for Enhanced Service Delivery Vidya Chadaga Director of Product Marketing
- 10. 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
- 11. Your Field Service Business Service Differentiation Brand Differentiation
- 12. Transform the Service Lifecycle Mobile CloudSocial
- 13. Complete Field Service Solution
- 14. 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 Field Service Solution ServicePulse | Ticker | ProductPulse It’s not about “being social”, it’s about delighting your customers
- 15. ServicePulse: Collaboration Post a question, troubleshoot in real time You don’t need to know who the expert is Share a fix to help others delight customers Leverage and document valuable “tribal knowledge”
- 16. Fix it the first time around 1
- 18. ServicePulse: Ticker Follow cases, accounts, opportunities, pro ducts, people… Real-time streaming update of your business Visibility to changes, updates, and important items as they occur
- 19. Stay on top of everything 3
- 21. Remote device monitoring lets you know of a problem before the customer does Follow specific products or customers and see Pulses directly from the device Proactively dispatch techs to solve issues at other sites ServicePulse: ProductPulse
- 23. Customers are delighted! “ServicePulse is a game changer for my field service organization – every technician has total access to the McKinley knowledge base, from anywhere, anytime.” Kevin Rusin, CFO
- 24. Top 5 Tips to Increase Social Adoption Create groups – see only what matters to you Train new hires – include a module on social Streamline processes – use social to improve key tasks Find your champions – convey scenarios for social Get execs involved – drives faster adoption
- 26. Thank you for attending. Questions? Sponsored by
Notes de l'éditeur
- Now, as the service manager, Stacey, is able to keep a pulse on all the various products and technicians in her service organization. Apart from seeing the various postings in her groups, you can react to escalations much more rapidly thereby . Stacey can use the ticker as a dashboard to get a high level view of all activities on his team. She can watch as cases get opened and closed, she can see where technicians are getting stuck, jump into escalations in a timely manner and give kudos to techs when a job is successfully completed.