Transcript Slide 1

Service and Support Suite At Work
Managing Complex Service Operations to
Enhance Customer Satisfaction and Revenue
Lisa Ozkan – Sr. Product Manager, QAD
Nathan Beste – Sr. Business Systems Analyst, FEI
Service and Support Suite At Work
Safe Harbor Statement
The following is intended to outline QAD’s general
product direction. It is intended for information
purposes only, and may not be incorporated into
any contract. It is not a commitment to deliver
any material, code, functional capabilities, and
should not be relied upon in making purchasing
decisions. The development, release, and timing
of any features or functional capabilities
described for QAD’s products remains at the sole
discretion of QAD.
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Service and Support Suite At Work
Agenda
• Challenges facing service organizations
• QAD’s response
• FEI’s story
-
FEI introduction
Challenges
Project overview / goals
Benefits
Demo
• Wrap up
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Service and Support Suite At Work
Challenges Facing Service Organizations
Top 5 Goals for CSOs in 2011
Grow revenue
Improve customer
service
Improve customer
retention
Improve workforce
productivity
Cut costs
0
20
40
60
% of respondents, n=242
Source Aberdeen Group September 2010
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Service and Support Suite At Work
Sources of Service Revenue
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New contracts and warranty
Contract renewal
Services outside of coverage
Other value-added services
Service parts
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Service and Support Suite At Work
Revenue Boosting Initiatives
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Be there before you are needed
Accomplish more with what you have
Empower with information
Educate and motivate
Break boundaries
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Service and Support Suite At Work
QAD’s Response
• Tools that enable outstanding customer service
- Smart user experience: Role-based interaction
- Integrated business processes
- Multi-channel access
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Service and Support Suite At Work
The Power of Smart Simplicity
• Role-based
centers:
- Customer service
center
- Shipping center
- Customer support
center (previously
known as contact
center)
• 30+ new and
updated browses
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Service and Support Suite At Work
The Power of Smart Simplicity
• Several new
operational metric
groups for CM
included
out−of−the−box
with QAD 2010.1 EE
• Can be tailored
• Check data
integrity and drill
down to take
corrective action
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Service and Support Suite At Work
The Power of Smart Simplicity
• More than 100
new reports
• More than 30
new/updated
browses
• Future replacement and
standardization of
remaining reports
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Service and Support Suite At Work
Vision for Service & Support Suite
• Smart user experience
• Adaptable business processes
• Access Anywhere Anytime
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Service and Support Suite At Work
FEI’s Story
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FEI introduction
Challenges
Project overview / goals
Benefits
Demo
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Service and Support Suite At Work
FEI Introduction
• Manufacturer of ion-beam systems
and electron microscopes for
nanotechnology
• HQ in Hillsboro, OR
• Annual revenue 600M USD in 2010
• 1800 employees
• 3 research centers
• Sales and service operations in more
than 50 countries around the world
• QAD 2007.1 (eb2.1 SP4) in 5
databases and 9 domains
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Service and Support Suite At Work
FEI Introduction
“Don’t bump my atoms”
President Obama Sees Atoms through an FEI Titan™ S/TEM
Life science: Bacterial Biofilm
Industry: Used Razor Blade
Electronics: DRAM Memory
with Elemental Map - 110nm
technology node
Research:
platinum nano-wire
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Service and Support Suite At Work
FEI Global Service Organization
Europe:
130 FSEs
4 Service Areas
Asia/Japan:
90 FSEs
North America:
4 Service Areas
184 FSEs
10 Service Areas
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Service and Support Suite At Work
Challenges
• Complex and inconsistent reporting
methods with inefficiencies
• Regional variances in processes
• Delays in sharing information with field
• Dual data entry
• Delayed or “lost” revenue recognition
• Lost inventory and write-offs
• Challenges with identifying current FSE
location or availability
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Service and Support Suite At Work
Project Overview
• Scope:
- Roll out QAD MFS and FSS to field engineers globally
supported by QAD SSM as the foundation
- 450 FSE on QAD MFS worldwide
- Cleanup old calls and installed base
- Decrease paperwork , mail and phone use
- Buy-in from FSE’s to monitor stranded calls and
administrative flow
• Timeline:
- Preparation phase: 9 months including UAT (2008-2009)
- Implementation phase: 3 months in three regions Europe, US, Asia (Nov 2009 – Jan 2010)
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Service and Support Suite At Work
Project Goals
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Standardized global call flow process
Improved scheduling visibility
FSE self-service
Improved utilization of resources
Faster and high quality data entry
Improved SOX compliance & invoicing
Necessary first step for future strategic plans
Improved customer satisfaction
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Service and Support Suite At Work
Benefits – For the Office
• Improved field service
reporting
• Improved planned
maintenance timeliness by 5%
• 50 % time saving in processing
call activity recording
• Better transparency on labor,
travel and part usage
• Timely and accurate activity
reporting and invoicing
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Service and Support Suite At Work
Benefits – For the Field
• Improved visibility and
management of
- Calls, visits, materials,
shipping, ETA
• Increased engineer
utilization by at least 5%
• Capture proof of service
on the spot
• Feedback when call
stays open too long
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Service and Support Suite At Work
Benefits – For Logistics
• Reduced aged parts
write-off by 10%
• Efficient communication
between SSOC and
Logistics
• Direct visibility of inventory
• Improved service part
transfer process
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Service and Support Suite At Work
QAD Service & Support Suite At FEI
Create/modify call
FSE
using
QAD MFS
Dispatcher using
Report call activity
QAD FSS
Reschedule visit
Lets you see it all!
Create MO
Create/modify call
Call
Center
using
QAD SSM
Engineer absence
Create/modify visit
Create/modify MO
QAD
2007.1
Database
Server
FSE schedule
Call SLA
Call details
FSE list
MO details
ISB details
End user details
Associated calls
Contract details
Call/FSE locations
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Service and Support Suite At Work
QAD Mobile Field Service (MFS)
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Service and Support Suite At Work
QAD MFS – Call List
Nathan
503-726-2560
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Service and Support Suite At Work
QAD MFS – Call Activity
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Service and Support Suite At Work
QAD MFS – Call Activity
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Service and Support Suite At Work
QAD MFS – Call Activity
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Service and Support Suite At Work
QAD MFS – Call Activity
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Service and Support Suite At Work
QAD MFS – Field Service Report
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Service and Support Suite At Work
QAD MFS – Parts Order
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Service and Support Suite At Work
QAD Field Service Scheduler (FSS)
Call Browse
Gantt Chart
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Service and Support Suite At Work
QAD FSS – Gantt Chart Tabs
Gantt Chart
Call Details
List of Engineers
Associated Calls
End User Details
Part Details
Geography Map
ISB Details
Contract Details
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Service and Support Suite At Work
Call Activity Center Used By SSOC
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Service and Support Suite At Work
Metrics Affected
Process
Benefit
Value
After sales support management
•Improved customer satisfaction
•10% to 25%
Call center and issue
management
•Improved service revenue thru providing better
service
•10% to 15%
Installed base management (asbuilt plus field updates)
•Product quality improvement thru better issue
tracking
•10% to 20%
Service parts management
•Service operational cost reduction &
containment due to streamlined processes and
reduced service part inventory
•15% to 20%
•Warranty cost reduction & containment
•10% 15%
Field service scheduling
•Significant reduction in scheduling time
•70 to 75%
Engineer workload visibility
and management
•Reduced meantime to repair
•5 to 10%
•Improved first time fix rates
•10 to 15%
Service support contract
management
Warranty management
RMA Management
•Reduced service parts inventory carrying •5 to 10%
cost
•Reduced overtime costs
•$000’s
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Service and Support Suite At Work
Next Steps
• Stop by one of the QAD booths in the EXPO
center to see a live demo
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Service and Support Suite At Work
Questions & Answers
• Nathan Beste, Sr. Business Systems Analyst, FEI
[email protected]
• Lisa Ozkan, Sr. Product Manager , QAD
[email protected]
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www.qad.com
© QAD Inc
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