preparing for the internet of things (iot) in field service
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Preparing For The Internet of Things in Field Service
Today’s Presenters:
John RagsdaleVP Research, Technology and
SocialTSIA
Jeremy FrankDirector of Content Marketing
ServiceMax
Preparing For The Internet of Things in Field Service
John Ragsdale
VP Research, Technology and SocialTSIA
The Internet of Things
• IoT definition:– Networking of
physical objects through the use of embedded sensors, actuators, and other devices that can collect or transmit information about the objects
4@ServiceMax
Remote Services Continuum
5@ServiceMax
IoT: Field Service Opportunities
• Efficiency/Productivity– One TSIA member
improved response time and reduced hands-on labor costs by 90%
– Spare part orders automatically dispatched to field with repair instructions with 99% accuracy
• Services Revenue– 70% of field service
organizations offer a “multi-vendor” premiere service
– “One throat to choke” popular upsell option for tech buyers
6@ServiceMax
Preparing for the Internet of Things In Field Service
Jeremy FrankServiceMax
@Jeremy_Frank
Gartner Leader
Complete Field Service Product Suite
100% Cloud, Built on Salesforce1
Platform
Field Ready Mobile Solutions
Extensive Partner Network
@Jeremy_Frank
To date:
RETHINK FIELD SERVICE
Defined by:Cloud & Mobile Adoption
Process innovation
@Jeremy_Frank
@Jeremy_Frank
The future:
SERVICE IS THE PRODUCT
Defined by:Outcome-based business relationships & connected
enterprise
@Jeremy_Frank
#1 Transform how you service, sell and build products
@Jeremy_Frank
#2 Machine-to-Machine (M2M) Auto-Notifications
@Jeremy_Frank
#3 Remote Diagnostics and Maintenance
@Jeremy_Frank
#4 Predictive and Preventative Maintenance
@Jeremy_Frank
#5 Equipment Tracking
@Jeremy_Frank
@Jeremy_Frank
Knowing Your Products = Revenue Opportunities
Time
Extended Warranties+
$Break/
Fix+
$Upsell+
$Cross-
sell+
$$
@Jeremy_Frank
Foundation of IoT: Know Your Products
@Jeremy_Frank
#6 Servitization: Service Is the Product
@Jeremy_Frank
@Jeremy_Frank
Integrated products for companies in an age of connected devices and outcome-based service offerings
+
Thank You. Questions?
Jeremy Frank, [email protected]
@Jeremy_Frank
John Ragsdale, [email protected]
@john_ragsdale