In the past two years, the Schneider Electric global team has seen impressive movement in their success metrics for the field service teams.
The digitalization of their service processes allowed them to eliminate 70% of paper-based processes.
They also seen the desired improvements in the team’s efficiency. They have seen significant improvement in scheduling times against SLA’s and improved considerably the skills management of their technicians with the ServiceMax Work Order functionality. And their first time fix rate is up by 3 points from their performance two years ago.
In terms of customer satisfaction, they have seen improvements on two different measures. First, they saw the overall customer Net Promoter Score improve by 3 points from their score two years ago. And beyond that, they saw an even bigger improvement for VIP customers, whose scores jumped 7 points in the same time period.
They’ve also seen an increase in positive customer comments across their social media platforms.
In terms of growth, they observed an 8% increase in won opportunities year-to-date. This represents a 6% increase in additional business which is equivalent to +€500,000 increased revenue per month. Since their service transformation, they’ve vastly improved their install base knowledge, and are now tracking 8 million serviceable assets, 5 time the assets they were tracking at the start of their journey. In 2016, for instance they saw a huge revenue increase generated through capturing the installed base data and cross selling / upselling from that data and generated €65m additional won business.
The Service data they collect in ServiceMax touches almost every aspect of their business. It gives them valuable insights, not just for the service department, but also for their R&D, operations, sales, finance, and marketing teams, as well as their senior management team. They view this ‘Service Data Gravity’ as a strategic route to growth and advancing their customer service even further.