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Finding Profit Opportunities in the Service
Organization
As a global economy and fiercely competitive market conditions continue to
commoditize products, leveraging every opportunity to reduce waste and enhance
productivity becomes essential. Today’s on-demand culture essentially mandates a
one-stop approach to selling, installing, servicing and repairing products,
especially high value assets requiring specialized attention. Efficient,
broad-based service is important to meeting increasing customer expectations.
Organizations that service and support high-value technical or industrial
products are discovering major untapped potential throughout the service life
cycle. Not only are there opportunities for increased revenue from installations
and multi-level service contracts, but strategic use of scheduling and dispatch
features can yield up to 24% reduction in field service costs. Such significant
benefits yield a return-on-investment that can’t be overlooked by service
organizations.
Tackling unique service challenges
Service management requirements are significantly unique from those of a general
office. According to recent independent research by the Aberdeen Group,
best-in-class service organizations have five characteristics in common:
- They have the ability to execute all work activities in the field.
- An executive oversees profit and loss of the service organization using
analysis tools.
- All stakeholders have on-demand access to real-time data on inventory,
contracts, resolutions and other service related functions.
- Service management systems schedule, route and optimize mobile field
service.
- The level of service is measured by operational and customer metrics.
Sounds simple enough. Why then aren’t more service organizations following
this model?
When asked by Aberdeen Group, the top answer chosen by 72% of responders was
disjointed processes across manufacturing, sales, marketing and service.
SM-Plus for Service Management
To manage more profitably, service organizations of all sizes require a single
integrated information system. Service Management Plus (SM-Plus) from Single
Source is an integrated service business software solution designed for growing
companies that sell or service technical or industrial products for demanding
customers. SM-Plus service business software provides total enterprise
integration, plus analysis and intelligence for sound decision-making.
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Call Center & Incident Tracking
Manage service issues and solve many at the incident level.
Express Service Order
Enter all customer and service request details from one easy-to-use
screen.
Scheduling & Dispatch
Access calendars and technician availability before scheduling
service orders.
Service Contracts
Easily track and manage customer service contracts with several
plans and billing options.
Unit Maintenance
Asset management and plant maintenance are simplified through
automatic scheduling.
SM-Plus Web
Access to data from any location extends thesystem to customers and
subcontractors too.
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SM-Plus covers the entire service lifecycle and the entire service
enterprise. Its deep logic supports not only call center, parts, field, depot,
refurbishment, warranty and professional services modes, but also sales,
procurement, contract administration, costing, materials management and finance.
Its web and mobile access for field personnel, customers, suppliers and
subcontractors integrates with service and back office functions for assured
speed and accuracy. SM-Plus is configurable to support best practices and has
multi-national financial and operational support. SM-Plus makes a company easy
to do business with while streamlining and standardizing operations.
With SM-Plus, your organization can:
Deliver Total Service: confidently become
a one-stop service provider, offering customized offerings including any
combination of service types: contact center, field service, depot repair,
parts, installation, professional services, warranty and complex service
contracts
Increase Customer Satisfaction: increase
reliability and speed of response to customers at any location; bill accurately
based on contracts, warranties and services rendered; help customers achieve
their business objectives
Lower Operational Costs: streamline
operations, lower inventory, automate routine tasks, coordinate between
departments, and eliminate confusion and waste
Increase sales: capture all available revenue from existing customers and gain
new customers with a broad range of contract options and reliable services
everywhere they operate
Reliably Execute to Unique Best Practices:
widen competitive advantage by reinforcing best practices and improving
consistency of performance
Broaden Geographical Reach: synchronize
regional and worldwide operations and manage multi-site, multi-national growth
in a consistent way
Speed Cash Flow Cycles: ensure timely
accurate billing with clear, customizable estimates and invoices that tie into
specific products, contracts and services rendered speeding "quote-to-cash"
process.
Boost Profits: pinpoint and lower costs
for every type of service and analyze activities, contracts and customers for
profitability
Manage Intelligently: reliably connect
products, parts and services provided back to financial consequences and service
agreements; drive for maximum performance
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