7 WAYS SERVICE
CULTURE CAN
DRIVE REVENUE
Every field service manager and executive strives
for the same goal: delight customers while generating significant revenue and profits. But achieving
this holy grail of field service often proves elusive.
Why? Because companies generally approach the
issues facing their service organization from a
tactical perspective while ignoring the necessary
cultural changes that are equally important.
Your company has a service culture, whether you
know it or not. But is that service culture promoting
the right values? Does it create a focus on your key
business drivers? And is it pervasive and powerful
enough to really define the way your employees
work everyday?
Read on to see 7 ways to build a strong culture in
your service business that will make your customers insanely happy and help your company drive
higher profits than ever before.
FIND OUT HOW »
7 WAYS SERVICE CULTURE
CAN DRIVE REVENUE
WHAT IS SERVICE CULTURE?
It’s a common set of beliefs, values, infrastructure
and processes that make service and customer
satisfaction the highest priority within a service
organization, and often throughout an entire company.
Why is service culture so critical to your business?
Studies show that 70% of
customers will stop doing
business with a company after
one bad experience.
81% of people will
pay more for a
superior customer
experience.
Read on for the 7 ways you can build a service
culture that will help drive revenue and boost
profits while making customers insanely happy.
7 WAYS SERVICE CULTURE
CAN DRIVE REVENUE
1. MAKE SALES A PRIORITY
IMPACT
Proactive selling can increase
revenues by up to 160% within a year.
WHY DOES IT AFFECT REVENUE?
HOW TO DO IT
Selling services is a key driver to so many successful
businesses today. A study in the Journal of
Marketing shows that companies that generate
more than 30% of their revenue from service
have higher overall firm value than companies
that generate less. And it’s high margin, so
not only does it generate revenue, but it
grows profits too.
Leverage your service technicians’ status as a
trusted advisor and motivate them to sell when
they see an opportunity. Hire technicians that can
not only fix things but will also let a customer know
when it’s time to replace a product or extend a
service contract. It’s genuine, it’s proactive
and it will ensure consistent uninterrupted
service for your customers.
-
7 WAYS SERVICE CULTURE
CAN DRIVE REVENUE
2.
BECOME A
TECHNOLOGY DRIVEN
ORGANIZATION
IMPACT
Increase productivity
7% just by going mobile.*
*Aberdeen Research
WHY DOES IT AFFECT REVENUE?
HOW TO DO IT
Happy technicians are productive technicians. Giving
them the latest technology that’s intuitive, fun and
engaging will not only make them love their jobs more,
but your customers will certainly be more impressed
with your company and its brand. Taking that a step
further, field service management technology has come
a long way, and getting your entire service organization
running on a comprehensive solution will mean more
information-sharing, more collaboration, more
consistent service and more happy customers.
Find the right technology and devices for your company. The more consumer-like the devices, the better. Let
your technicians download whatever apps and music
they want to make the device “theirs” and you’ll not
only see breakage rates drop, but they’ll love using it.
As for software, do your research, but be sure to
choose a solution that is based in the cloud and has a
very strong mobile solution. Field service techs are
inherently flexible and mobile, and your software
should be too.
7 WAYS SERVICE CULTURE
CAN DRIVE REVENUE
3.
CREATE AND EMPOWER
A COLLABORATIVE
ENVIRONMENT
IMPACT
Collaboration technology
increases employee productivity
by an average of 36%. *
*Frost & Sullivan
WHY DOES IT AFFECT REVENUE?
HOW TO DO IT
Your field technicians go out everyday to solve customer problems. Often, these issues are complex and the
technician has access to limited resources. With today’s
social enterprise technologies, technicians are no longer
on an island. They can easily access the knowledge of
the right person in the right organization within the
company, and videos and pictures to troubleshoot can
be shown to someone hundreds of miles away through
a mobile device. And most important, they can get the
job done right the first time.
Introduce social technology into your field service
organization and get your techs to use it! Make sure their
mobile devices are equipped with cameras and video
capabilities. Also get product engineers and experts in
on it. Let them know that they are a valuable resource for
field service techs and that you’re all in it together when
it comes to making customers happy. Products like
ServiceMax’s ServicePulse are easy to use, intuitive and
over time become a searchable database of every
conversation your technicians have ever had. Second
truck rolls will be a thing of the past.
7 WAYS SERVICE CULTURE
CAN DRIVE REVENUE
PROMOTE THE VIRTUES OF
COMMUNICATION AND THE
FREE FLOW OF INFORMATION
4.
IMPACT
Service reports and dashboards were
a key contributor to one Fortune 500
company’s $3M EBIT improvement.
WHY DOES IT AFFECT REVENUE?
HOW TO DO IT
The success of a field service organization goes far
beyond just the interaction between the technician
and the customer. Open, transparent information
about the service organizations’ performance and
activities means technicians are more informed,
managers can be proactive, and executives can
make critical business decisions on the fly
instead of waiting for end-of-quarter reports.
Rich, real-time data and reports allow every function at
your company to distill the specific information they
need to do their job better, make necessary adjustments, and ultimately make customers happier. Giving
customers a window into your organization through an
online customer portal or email and SMS alerts keeps
your technicians accountable and your customers
up-to-date.
7 WAYS SERVICE CULTURE
CAN DRIVE REVENUE
5.
BUILD MOTIVATION
THROUGH INCENTIVES
IMPACT
A large farming equipment manufacturer
saw a 25% increase in aftermarket parts
and service sales after implementing sales
incentives for service managers.
WHY DOES IT AFFECT REVENUE?
HOW TO DO IT
Driving revenue often means your service techs often
need to go above and beyond the call of duty. How
does a service manager or executive promote this kind
of performance? Incentivize technicians to attain specific
goals and milestones, and don’t forget to publicly
acknowledge them. If they align with the manager’s
revenue goals for the quarter and the VP’s revenue
goals for the quarter and ultimately the CEO’s revenue
goals for the quarter, then the power of the service
organization is felt throughout the company.
Get your service organization on a common social
communication platform. They’re easy to use and make
sure everyone can share key information and acknowledge others publicly, especially since techs are rarely all
in the same room. Incentivize technicians to identify sales
leads, complete an extra work order in a day, or achieve
a certain percentage of positive customer reviews. It’s
amazing how far a small bonus, commission, or a fun
prize will go.
7 WAYS SERVICE CULTURE
CAN DRIVE REVENUE
6.
ENSURE FIELD SERVICE IS
ALWAYS “TAPPED-IN”
IMPACT
ServiceMax customers use
“service forensics” to identify and
then fix product issues.
WHY DOES IT AFFECT REVENUE?
HOW TO DO IT
Field service technicians are the eyes and ears of
your company. The valuable customer and product
information that they gather on a daily basis can be a
virtual gold mine. R&D can assess problem areas with
the product and ways to make servicing them easier.
HR can help hire the right technician. Marketing can
learn about the company’s end users, and sales can
glean new opportunities.
This task involves several changes within an organization,
and the results can be game changing for your entire
company. First, field service techs need to be capturing
data in a field service management database. From
there, ensure the entire company has access to relevant
information so they can take action on the valuable
customer data your technicians gather for you everyday.
7 WAYS SERVICE CULTURE
CAN DRIVE REVENUE
7.
TREAT SERVICE
AS ITS OWN BUSINESS
IMPACT
The more success you can show,
the more investment you will get.
Treat your organization like a business.
WHY DOES IT AFFECT REVENUE?
HOW TO DO IT
Field service presents one of the largest opportunities to
generate revenue and increase customer loyalty. For this
to be taken seriously throughout your company, and for
your company to want to invest in your service organization, it has to be treated as a real, financially
accountable business unit.
To be treated like a business unit, act like one.
Service managers should track profits and losses.
Ask your executives for headcount. Define metrics to
measure your organization with, and show how well
your service organization is doing relative to the rest of
the company, especially if you’re growing revenue and
customer satisfaction.
7 WAYS SERVICE CULTURE
CAN DRIVE REVENUE
WE’RE HERE TO HELP!
ServiceMax customers increase revenue
by an average of 14%.
Contact ServiceMax today to schedule a free
field service technology assessment and get
on the road to field service profitability!
Call
1-800-756-4960
Email info@servicemax.com
Visit www.servicemax.com
ServiceMax
3875 Hopyard Rd, Suite 300
Pleasanton, CA 94588
www.servicemax.com
tel: 1-800-756-4960
info@servicemax.com