“Field service is hot.”
That’s how ServiceMax CEO Dave Yarnold kicked off Maximize 2016, the company’s annual user conference. It was a sentiment woven throughout his opening keynote — and the entire conference.
.@dyarnold today said "#fieldservice is hot!" … but you already knew that, right? #Maximize16 #bringingsexyback pic.twitter.com/AfpqRGXjnG
— ServiceMax (@ServiceMax) June 14, 2016
What a welcome change for service managers who remember the days when service departments were an afterthought at best, a lamentable money drain at worst. But that’s clearly no longer the case. Business leaders are looking to service to boost revenues and customer relationships. And they’re opening the company checkbook, investing in new technologies like the IoT and augmented reality tools to drive those gains higher.
Service leaders might still be getting used to their emerging clout (and the investments that come with it) — but it was clear at Maximize 2016 that they haven’t forgotten why it all matters: customers. Keep reading to learn about the strategies and tools smart field service pros are using to improve their customers’ experiences.
Couldn’t make it to San Francisco for Maximize 16? Check out Maximize Tokyo (October 16) or Maximize Europe (November 8-9, Amsterdam) later this year.
More Money, More Respect
Forget product sales. Services account for among the highest margin revenues in business, more than 10 percent higher than equipment margins. That helps explain why traditional manufacturers are doubling down on service.
Daniel Brabec @ServiceMax customer transformation guru shares evidence that Service=High Value for firms #Maximize16 pic.twitter.com/9YNAgr56XQ
— Cindy Elliott @Aston (@Cindy_ABS) June 15, 2016
#Maximize16 outcome based is a massive culture change. Follows data driven closely. More than just tech stacks. pic.twitter.com/aWEaBY4pxE
— Sam Sur (@sam_sur) June 14, 2016
The Ultimate Goal? Happy Customers
Field service’s value goes well beyond it’s revenue contribution. Service is one of the best levers businesses have to gain a competitive edge. But that’s not to say there’s a one-size-fits-all method to delight customers. During ServiceMax COO Scott Berg’s customer panel, service pros from Schneider Electric, GE Healthcare, Accenture and BD discussed various strategies. The trick? Knowing your customers and their unique needs.
.@SchneiderElec's @Tony_Wells_: "Differentiate on removing customer pain points." #Maximize16 #customerexperience pic.twitter.com/9BNAKcSoj8
— ServiceMax (@ServiceMax) June 14, 2016
"Every touch point along the customer journey is a branding opportunity"
– @Tony_Wells_ from @SchneiderNA at #Maximize16
— Lubor Ptacek (@LuborP) June 14, 2016
Not only is service more important than ever, it’s also fun — thanks to cutting-edge technologies like drones and augmented reality that promise to transform how work gets done. It was great to see how disruptive technologies are already impacting service, proving (once again) that field service is a perfect fit for AR, drones, the IoT.
at #Maximize16, i saw drones! and virtual reality tours! also, there was tiramisu. @ServiceMax pic.twitter.com/Wu6kYAhD07
— Jiordan Castle (@jiordancastle) June 16, 2016
"Killer use of #AR is field service." @PTC @ThingWorx demo of augmented reality for field service at #Maximize16 pic.twitter.com/V6A4vw0uA1
— ServiceMax (@ServiceMax) June 15, 2016
McKinley Elevator transforming biz through SERVICE #Maximize16. Acceptable downtime? 0%. Be proactive! pic.twitter.com/CUywvSjC2x
— Heather Ashton Manolian (@hashtonmanolian) June 14, 2016
Loved @Daphneglobal @GEHealthcare IORBT "Internet of Really Big Things" & how data drives the power of 1% in efficiency gains #Maximize16
— Cindy Elliott @Aston (@Cindy_ABS) June 14, 2016
Making Time for Fun
The conference wasn’t all business. There were awards, a rooftop party and the latest issue of our “Field Service” magazine.
#rookieoftheyear @Lutron we are so proud to be a part of your success! #Maximize16 pic.twitter.com/SdosNqC5az
— ForeFront (@ForeFrontCorp) June 15, 2016
.@ServiceMax knows how to treat their guests at #Maximize16 pic.twitter.com/d0LihvhJ2U
— ThingLogix (@ThingLogix) June 15, 2016
Check out the latest issue of Field Service magazine, which debuted @ServiceMax #Maximize16 https://t.co/Jirsp9lFy8 pic.twitter.com/jQKGn8H8SW
— FieldServiceDigital (@TheFSDigital) June 15, 2016