In this video, Gary Nelson, an Industrial Machinery and Components Industry Principal for SAP America, summarizes the value that can be driven by SAP’s service offerings and explores how innovative service management can be a major competitive differentiator for industrial machinery and component companies.
CALL CENTER EXCELLENCE drives forward-thinking industrial manufacturers to transform their call center into a customer satisfaction center, providing better service for customers and distributors and more efficient use of company resources. One SAP customer experienced:
– 50% reduction in service operational costs
– 10% increase in service revenue
– 2.2% abandoned call rate
– 50% reduction in service call wait times
– 94.3% of service calls answered in 30 seconds or less
Continuously monitoring equipment and machinery condition and performance is paramount for today’s manufacturers, and SAP is at the absolute forefront of in-memory computing innovations for “Big Data,” analytics, and mobility
SERVICE TECHNICIAN SCHEDULING is optimized once the call center or machine-to-machine predictive maintenance functions have communicated the need for a service technician to be dispatched. SAP provides advanced scheduling solutions that can increase control and drive double digit efficiency improvements in back-office scheduling processes, requiring less effort for error analysis and troubleshooting, resulting in in rapid return on investment.
SERVICE PARTS PLANNING is paramount for industrial machinery and equipment maintenance and repair. Once the Service Technicians have been scheduled, they need to be armed with the proper inventory of service parts. SAP solutions are designed to optimize capital intensive global service parts inventory. SAP is the leading supply chain management and warehouse management solutions provider in the world, and has created powerful integrated solutions for the service parts business. SAP service parts management solutions help reduce inventories, increase customer service levels, and integrate business processes.
MOBILE FIELD SERVICE can record service technician arrival time on a mobile device and have it verified by GPS, recording the time spent on-site, and communicating all of the planned and expected tasks required for the service call, including a list of all the materials needed to complete the repair. A mobile device can also be used to retrieve drawings, 3-D CAD renderings, or even video of the recommended and approved repair process. Mobile devices can also scan any materials consumed during the maintenance task or repair. A mobile device can even capture electronic signatures from the customer.
SAP takes a holistic view of the service environment and how all of the process steps are interrelated, and we can fully appreciate the vast improvement opportunities for reducing costs, increasing customer service levels, and increasing service revenues. Some sample numbers from SAP customers include:
– 60% increase in aftermarket spare parts revenue
– 97% faster response to customer service queries
– 70% growth in net profit for service business within 1 year