ServiceMax Asset 360 for Salesforce is changing the way that service organizations, and specifically back-office staff & service technicians, interact with the assets that they maintain in the depot and in the field. Asset 360 impacts the way that back-office staff prepare for and create work orders and how technicians plan their work, prepare for a service call, interact with customers, and perform their work. Asset 360 provides a host of powerful tools that provide team members with the information required to be more productive, eliminate unnecessary administrative burdens, gain valuable asset performance insight, and better manage complex work processes & procedures.

The data that is maintained in the ERP/CRM/EAM systems, as well as information collected by technicians and customers in the field, all reside in this field service management platform. All of this information is available on one application for use by the customer, contact center, back-office staff, technician, and all of the different departments within the customer organization. This unique and market-leading capability to format, filter, and present information by department, and individual user within a department, is a powerful new toolset to assist service organizations who repair and maintain assets in the field and depot.

Reducing No Fault Found

In the Customer Contact Center, the ability to look at the 360-degree view of the asset is hugely consequential. Looking at the service history, understanding the condition of the asset in the field, and asking questions of the customer based on past service delivered could improve the triage impact and reduce the instances of “No Fault Found” (NFF) where a technician shows up to fix a problem, but cannot replicate it. Knowing whether the asset is under warranty, has a service agreement or contractual entitlement, and exactly what that entitlement is can have an enormous impact on the productivity and utilization of the contact or back-office staff. No more looking for warranty dates or contract terms, searching for contact information, or searching for the location of specific assets in a large facility. Everything is clearly visible and at their fingertips.

Improving First-Time Fix

Access to asset data is hugely helpful when technicians are planning their work. Knowing the condition of the asset, having access to past work order history, the bill of materials as maintained, and if IoT enabled, the current condition of the asset in the field all help to ensure that the technician has the right skills, tools, consumables, and parts to fix the asset the first time out. This increase in First Time Fix Rate (FTFR) is a critically important metric for those companies that want to reduce costs, increase equipment availability, and drive higher customer NPS scores.

Where customers have a service contract or warranty, improvement in FTFR has an immediate and substantial impact on the bottom line, as there is no need for a second or third service call—a direct hard dollar cost savings to the service organization’s bottom line. When technicians see that a warranty or service agreement is about to expire, they can renew it onsite, or create a lead for Sales to follow up and maintain that revenue stream. When technicians see that a customer may benefit from a higher level of service, or if there is competitive equipment that the technician notices on the customer location, they can do the same.

Managing Parts Returns

In situations where parts previously installed fail, and are under warranty, the Return Merchandise Authorization (RMA) processes within Asset 360 ensure that that part is flagged, tracked, and returned for reimbursement from the vendor. When subassembly or carcass returns are required, the system will flag and track that component until it has been received.  The same holds true for equipment that needs to be brought to the depot for repair. Pre-scripted workflows are available out of the box to track that repair through all of the steps in the depot repair process and ensure that all of the work in process (WIP) in the shop is tracked, visible and reported on in real time.

Ensuring Entitlement Usage

Once the hard work is complete, Asset 360 allows you to pull all warranty and contract entitlement data, associated price sheets, and add-on costs for the customer debrief. This is critically important to forestall future disagreements with customers over what is and is not billable. The technician has all of the accurate warranty and contract information on their device and incorporated in the service call debrief document for presentation for the customer’s signature. Regardless of the type of entitlement, (“bucket of hours,” an annual dollar amount, or a specific number of discrete parts) Asset 360 tracks all of the entitlement used, records them, documents that amount where required, and identifies what is still left on the asset. Should a customer question any of the above, the technician will have access to past work orders, and PDFs of signed work order debriefs, documenting the previous entitlement usage and supporting the current debrief presented to the customer.

Completing the Service Call in One Go

Finally, once the service call is complete—it is complete. For time & material accounts, all of the data collected throughout the service event (labor time, parts utilized, consumables, etc.) are all accounted for and included in the debrief. Once closed, all of that data is available, through integration, to the ERP and ready for invoice creation. No more “Month End Close” that grinds the whole office to a halt the last week of the month/quarter. Bill the work as the work is completed.

In summary, ServiceMax’s Asset 360 for Salesforce is an incredible toolset for equipment maintenance and service organizations. Placing accurate asset data in the hands of the customer contact center, back-office staff, and technicians greatly improves the service outcomes for the customer. Asset 360 helps reduce administrative burdens, improve triage accuracy, increase call deflection rates, reduce contract and parts leakage, and improve outcomes for customers while creating exciting new revenue opportunities simultaneously. Reduce costs, increase customer loyalty, control leakage, and accurately measure performance—ServiceMax Asset 360 is changing the way that the equipment service business gets done.

 

ABOUT Joe Kenny

Joe KennyJoe Kenny is the VP of global customer transformation & customer success at ServiceMax. His career spans over 30 years of leadership positions in Operations, Sales, Product Development, Product Marketing, and Field Service. Beginning his field service experience with the U.S. Naval Security Group Command (NSGC) as a mainframe computer technician, Joe subsequently lived and worked in Asia, the U.S., and Europe. Joe has focused on customer relationship management, using clearly defined and mutually agreed to measurements of success, and driving to continually exceed customer expectations, allowing for exponential business growth and client retention.