Driving Customer Experience with Optimized Field Service

Today’s Speakers

Tim Watt Director

Cheryl Fremaux CIO

Dana Chery Dir. of Product Marketing

“Customer experience has overtaken price and product as the key brand differentiator.”

#1

The Future is All About Customer Experience

Source: Customers 2020 Report

Price Product Customer Experience

Transforming Customer Experience is a Journey Salesforce will help you elevate the service conversation across your business

Improve operations in

call centers and in the field

Empower agents, mobile

employees, managers and

customers

Embed service in

products and beyond

Connect agents, products, mobile employees, and customers on the world’s #1 service platform Field Service Lightning

Dedicated, Offline-First Mobile App Experience Empower mobile employees with instant access to job updates, knowledge, and collaboration from anywhere

Intelligent Scheduling, Dispatch & Advanced Optimization Automate resource scheduling based on what’s important to your business and optimize schedules with 1-click

Enhanced Productivity & Customer Engagement Improve visibility across the customer lifecycle while delivering a connected service experience on one platform

Cheryl Fremaux

CIO, Textron Specialized Vehicles

Textron Specialized Vehicles – Who we Are

• Textron is a network of businesses with total revenue of $12.1B

• Textron has 35,000+ employees and a presence in 25 countries

• E-Z-GO vehicles are designed and manufactured by Textron Specialized Vehicles (TSV), a division of Textron Inc.

• TSV also manufactures commercial and industrial utility vehicles, recreational side-by-side UTVs, and ground support equipment for the aviation industry

One of the world’s best known multi-industry companies and a pioneer of the diversified business model

Field Service & Customer Engagement Challenges

• Management - no visibility into real-time operational data (3-4 week lag)

• Unable to effectively manage customer issues

• Unable to give technicians actionable feedback

• Service technicians – had no access to historical customer information and could not solve customer inquiries in real-time

• Sales reps - no visibility into service issues at their golf courses

• Invoice turn around time was three weeks

• Rush at month close as service techs completed paperwork (required overtime from back office employees)

• Work orders were often miscoded to give service away for free

• Inventory ordering and reconciliation was labor intensive and often produced incorrect results

Limited Data Visibility Paper-based Operations

Partnered with PwC to deliver a better customer experience through field service Why We Choose Salesforce to Improve Field Service Ops

• 360° view of customers’ vehicle & service history

• 24-hour turnaround time for most invoices

• Real-time customer ordering & inventory ordering

• Ability to generate on-site quotes & estimates

• Instant visibility into tech’s workload & activities

• Improved reporting availability (unachievable with paper-based processes)

Tim Watt

Director

PwC Background

Delivering Field Service solutions on force.com platform since 2014

Salesforce Partner Innovation Award Recipient: 2013-2016

2,000+

Global Customer, Digital and CRM Team

3,000+

Client projects across verticals

100+

Active Salesforce

engagements

600+ / 450+

Global Salesforce

Certifications/ Global certified

people

=

Industry depth Customer focus

@

Delivering business value

Leading Salesforce consulting partner

+ +

Top 3 largest Salesforce.com Service Cloud partner & 1 of first 3 partners certified on

analytics

50+ accelerators, 4 fullforce solutions

PwC & TSV jointly delivered the initiative

Dec ‘16 Jan ‘17 Feb Mar Apr May Jun Jul Aug

Phase 1: Warranty & Asset Management • 360 Degree of customer, asset, warranty

information

• Warranty claim submission process developed/configured on Salesforce

• Automation of business processes

Phase 2: Mobile Field Service • Mobile field service application functional both offline and online

• Field Service Lightning workforce management capabilities

• Real-time inventory management system including stock transfers and orders

• Automation of service live cycle from intake to completion

• Data availability to enable reporting on operational KPIs

Project Kickoff

Warranty Go-Live

Field Service Go-Live

Meeting Business Objectives PwC helped TSV enable core marketing, self-service and support processes

360-Degree View of

Data

Holistic view of the customer, asset, order and transactional data

Core Process

Improvement

Mobile-Enabled Solution

Conversion from paper-based processes to digital processes

reduced invoice turnaround time to 24-48 hours

Enhanced day-to-day operations of field technicians

to improve productivity and utilization

Streamlined customer support and empowered users to enhance customer experience, and reduce costs by eliminating redundancies

Key Success Factors

Change management is critical Depending on your users, don’t forget the need to train on iOS basics

Phase your rollout Start slow to allow time to adjust your training and support processes

Data is king Ensuring clean & integrated data during implementation takes combined business & IT effort and must be monitored closely as system is rolled out

1

2

3

Transition to Paperless via Salesforce Platform Claim Intake & Schedule Request for dealers and customers in Salesforce

Visualforce page deployed via Sites on E-Z-GO’s website to collect service requests

Flow deployed via Partner Community for Claim Intake

Field Service Lightning @ TSV: Work Order Management Work Order UX for back office employees and mobile capability for field techs

Current PwC built offline iOS app Internal users generating a Work Order Dedicated FSL

offline iOS app

The Future of Service for Textron Specialized Vehicles Improving field service across Textron business units

• Expand reporting & analytics to better understand warranty claims and technician resource utilization

• Transition to dedicated FSL mobile app

• Extend solution to:

• Ground Support Equipment businesses for use by Airport Shops and mobile service technicians

• Newly-integrated Turf Care business for use by branch operations and mobile service technicians

Learn More!

• Contact: Field Service Practice Director – Mushtaq Gaffar (mushtaq.gaffar@pwc.com)

• Additional information on PwC’s Field Service Offerings: www.pwc.com/us/en/increasing-it-effectiveness/publications/field-service-professionals.html

• Visit: www.textron.com

• Contact: Your Salesforce Account Executive

• Visit: www.salesforce.com/fieldservicelightning

Thank Y u

.

Ensuring a Customer-centric Culture Across Business Units with Salesforce and PwC 360-degree view of customers, assets, orders, and activities

Access to real-time information, realizing productivity gains, and viewing customer interactions in a centralized platform

Streamlined customer support, eliminated paper-based processes, and empowered users to enhance customer experience, and reduce costs by eliminating redundancies

“Textron Specialized Vehicles wanted a solution that connected our dealers, sales, operations and service teams to better support our customers. The solution has provided the baseline platform to now manage the full customer life cycle allowing for self-service, sales, better visibility, field service, and proactive decision making.” - Cheryl Fremaux, CIO, Textron Specialized Vehicles

Solution Together with PwC, TSV enabled core

marketing & service processes by:

Challenge: To Ensure a Customer-centric Culture Across Business Units Would require greater visibility, mobile solutions, more efficient processes

• Aligning the business units to a new set of processes for core marketing, sales, and service workflows

• Enabling case, work order, asset, and inventory management and the ability for agents to manage customer retention and proactively sell with Service Cloud

• Developing a mobile-enabled solution to address the needs of field engineers

Benefits Better managemet of Dealers, Customers,

and Tech Force teams:

• 360-degree view of customers, assets, orders, and activities

• Access to real-time information, realizing productivity gains, and viewing customer interactions in a centralized platform

• Streamlined customer support and empowered users to enhance customer experience, and reduce costs by eliminating redundancies