Drive Meaningful Gains in Responsiveness, Utilization and Customer Satisfaction Utilization and Customer Satisfaction with NetSuite-Connected Field Service Scheduling Automation
In this “golden age of services,” Harvard Business Review (HBR) reiterates a common theme: to survive and thrive, businesses must adjust their business model to become services-centric. Research supports this view, as most companies report that service and customer relationships continue to be critical driving factors in their businesses. For instance, Salesforce Research finds that 63% of Executives across a wide spectrum of industries say service plays “a strategic role” in their overall business. Nearly these Executives (90%) also agree their top priority is to improve field service. The vast majority of Executives, (85% in a different Salesforce survey), identify the customer experience as their primary competitive differentiator, with service holding the key to improvement.
The Aberdeen Group’s annual State of Service Management study reported similar findings, with the top two service goals among respondents being:
#1: improved customer service (58%), and
#2: increased service-related profitability (54%).
Many of these forward-thinking organizations utilize Netsuite ERP to manage a host of front and back-end processes. However, as Joanna Rotter (MSI Data) discovered at SuiteWorld 2016, many NetSuite ERP users are looking to catapult their field service operations to the next level with a fully integrated field services management (FSM) solution.
Top priorities for the NetSuite users Rotter spoke with include: capitalizing on field service revenue opportunities, keeping up with customer service demands, and finding a robust FSM solution to incorporate into their existing legacy systems.
Let’s examine 8 ways NetSuite users benefit by integrating FSM automated scheduling—from streamlining operations to grabbing their share of the trillion-dollar after-market revenue pie.
- REAL-TIME FIELD VISIBILITY:
With a fully-integrated FSM solution, NetSuite ERP users have total visibility into field operations. Visual field service scheduling software provides schedulers a window into the field to make intelligent and accurate dispatching decisions based on real-time information.
Dispatchers no longer need to rely on antiquated and inefficient scheduling and contact methods. With visual field service schedulers and GPS technology, they can instantaneously check job status, locate assets, parts, and tech location./
- SHORTEN CUSTOMERS’ WAIT TIME:
As people get busier—with less time to do everything—time becomes more precious than ever. Customers can no longer wait around all day for a service technician to show up.
Trimble’s Field Service Index reports that the majority of customers believe 1-2 hour appointment windows are acceptable, and technicians’ tardiness is their major frustration.
Out of the many reasons Americans are wasting PTO days waiting around for techs to show up, antiquated scheduling methods tops the list. Sophisticated field scheduling software creates a fully-connected service team. Fluid field conditions are communicated on the fly, allowing dispatchers to respond instantaneously and shorten ETA windows.
- INCREASE FIRST-TIME FIXES:
Another top customer complaint is the need for repeat visits to fix problems. 63% of Trimble’s survey participants admit that a service company’s failure to resolve a problem the first time is unacceptable. For a third of respondents, improper tools or equipment were the major reasons why issues weren’t fixed on the initial service call.
Field visibility connects the dispatcher with information they need to create an environment for success. Getting the right technician with the right tools and equipment to the job site increases the first-time fix rate tremendously.
- INCREASE PREDICTABLE, REPEATABLE REVENUE:
Treating service as a profit center is a proven winner. Over the past 20 years, leading companies have transformed their business model to one of servitization. According to The Service Council, “Nearly two-thirds of organizations indicate that service margins are greater than or equal to product margins.”
Preventive Maintenance (PM) is a significant source of revenue for these leading companies, creating “predictable and repeatable revenue streams.” PM packages (such as long-term service contracts) also strengthen customer relationships, addressing customers’ desire for long-term solutions rather than piecemeal emergency service.
Maintenance contracts also help companies predict manpower needs.
- EXPEDITE AND INCREASE BILLING:
With Service Pro for NetSuite, the entire service cycle is streamlined, fool-proofing and expediting the service-to-cash cycle. Optimized scheduling, travel time, and the automation of administrative tasks increases technician wrench time. This translates to more billable items. These billable items along with parts used, upgrades, and any other after-market revenue is automatically invoiced.
Customers are instantaneously followed up with in order to approve work completed. The back office is looped in with a proof of service along with the tech’s work order, thereby accelerating the invoicing and confirmation process. This is important, as a Salesforce Research survey found that 74% of participants would switch brands if the checkout process is overly difficult for them.
- CONTROL & MANAGE INVENTORY:
Inventory management just got easier. A NetSuite-integrated system helps purchasing departments reduce parts revenue “leakage” and ensure a fully stocked van for technicians to get the job done right, the first time.
- LEVERAGE THE POWER OF B.I:
Technicians that are properly supported by the back office—and do a good job satisfying customer needs—become a customer’s trusted adviser. They are in a unique position to gain and gather business intelligence that can be used to drive product and service development.
Being on the front lines, techs are also the most qualified team members to offer additional revenue-producing items such as parts and services, renewed contracts and other value-added opportunities.
- ENHANCE SLA COMPLIANCE VISIBILITY:
Take the guesswork out of fulfilling service level agreements (SLA) for all team members—especially those in the field. With a mobile service app, service reps can pull up SLA details on their smartphone or tablet. Having SLA expectations clearly delineated at the job site provides 100% visibility. This eliminates any confusion or the opportunity for the tech to miss something.
A Dynamic Duo
When NetSuite ERP and Service Pro 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 additional workforce expenditures.
Improvements across the board can be expected—in field visibility, utilization, operational efficiency, revenue generation, customer response time, first-time fixes, faster and more accurate billing, SLA compliance, and more.8 Ways NetSuite Users Can Maximize Field Resources with Scheduling Automation by Mike Pandl