Amplify aftermarket parts and service revenue with NetSuite-connected field service automation
The size of the U.S. aftermarket economy for parts and services has been pegged at over $1 trillion dollars per year. If taken by itself, it would be the ninth largest economy in the world. Beyond that, studies have consistently shown that parts and services in the aftermarket deliver more profitable revenue than the sale of original equipment that precedes them.
While product manufacturers, distributors and repair services organizations are often aware of the potential for their businesses to grow and differentiate with aftermarket parts and services, few appreciate the innumerable management and logistical complexities involved in capitalizing on their aftermarket potential.
Whether servicing solar panels, industrial machinery, generators, medical devices, security systems or other business-critical equipment, here are 11 ways to win with the superior combination of NetSuite and integrated software for field service management.
Deliver a better customer experience
1. Faster response time
Service response ETA is one of the most critical components of success in customer experience for aftermarket services providers. Communicate and deliver within shorter ETA windows with a fully connected service team, from call to schedule and mobile technician.
2. Be more proactive and preventive, less reactive
Sure, reacting to emergency service calls helps keep the technicians busy, but increasing the mix of preventive maintenance (PM) service is more predictable, lucrative and customer-friendly in the long run. Tie together service contracts, pm service packages, scheduling, renewals and mobile to grow PM business.
3. Fix it the first visit
Few customer experiences as frustrating as the inability to resolve their issue on the first visit, particularly if it means downtime for a critical piece of equipment. Connect the call center and the field to equip technicians for optimal pre-visit preparedness and on-site effectiveness.
4. Provide instant follow up with proof of service
Make it simple – approve, sign off and receive a notice of confirmation. Customers are as eager to close the loop on work completed to their satisfaction as you are, so make it easy for them, and your service management and billing staff with proof of service.
Generate more service and parts revenue, improve cash flow
5. Increase field team capacity for billable time
How much more would one work order per day for each technician be worth? In field service, time is money, and turning more of your technicians’ time into revenue depends on how optimally the call center and dispatch team can align service technician supply with customer demand. Optimize technician utilization spent on revenue-generating tasks with integrated Service Pro for NetSuite call, scheduling and mobile app capabilities.
6. Accelerate service to cash cycle
How quickly does your aftermarket services operation get paid for the work it performs? Probably not as quickly as you’d like. With field technicians logging their hours, parts used and tasks with Service Pro connected with NetSuite for ERP, customers can be invoiced more quickly and accurately, often same day or next day, which means you get paid faster.
7. Repair leaks in spare parts revenue
Control inventory costs and reduce parts revenue leakage with NetSuite-integrated warehouse management, tracking spare parts, van warehouses and technicians. Service Pro mobile raises visibility to spare parts field consumption, which helps service managers and inventory to stay on top of purchasing to ensure technicians always have the parts they need.
8. Activate field techs to identify parts, service, and contracts leads
Are your service technicians only collecting the bare-bones data in the field you need to bill the customer? Start taking advantage of the service technicians’ privileged position at the customer site to gather competitive, business development and other intelligence that can propel your service business forward.
Work smarter as a unified field service team
9. Simplify SLA compliance
Measuring activity for compliance against in-place customer service level agreements is not new, but it is often very difficult to manage. Provide SLA visibility to all team members, especially service technicians, to clearly set expectations and communicate implications for customer satisfaction and downstream revenue.
10. Schedule like a boss, without all the hassle
How do your schedulers, dispatchers and service managers in the call center access the information they need to make rapid, informed scheduling assignments? For most firms, it means chasing team members by phone, taking multiple members away from their work. Minimize the phone-based busy work by raising schedule visibility to key field work-in-process data like tech location, work status, skills and parts needed.
11. Stop wasting time importing, exporting, and reconciling data
Spending too much time reconciling customer, asset, inventory, maintenance and financial data? Relieve aftermarket services personnel of this burden with a service operations application that works in unison with NetSuite.
Conclusion: Improve customer satisfaction, service cash flow, and technician efficiency with Service Pro for NetSuite
When NetSuite ERP and Service Pro from MSI Data join forces, an optimal system is created. Organizations work smarter, not harder. Powered by a service engine that’s firing on all cylinders, companies drive benefits to both their customers and themselves, without hiring more employees.
Get the guide for field service success for NetSuite users now.
NetSuite User’s Guide to Field Service Success
Become an industry leader using purpose-built field service management tools connected with your NetSuite ERP.
