Sage Construction
and Real Estate
Streamline your
service department
and bolster your
bottom line with Sage
Service Operations
[Name]
Sales Engineer
5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 2
Every business has challenges.
What are your top issues?
• Office staff spends many hours or days entering
manual work orders into system
• Technicians unable to get real-time data in the field
• Sales opportunities missed in the field
• Inefficient dispatching
• Lack of insight into service department profitability
• Increased competition
• Demand for better, faster customer service
5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 3
Some common concerns of
service and specialty contractors:
5/7/2015 4Streamline your service department and bolster your bottom line with Sage Service Operations
Disjointed business
processes represent the
most formidable challenge
to success in field service
optimization, with almost
60% of best-in-class
companies seeing this
as a key obstacle.
““
Aberdeen Group
When technicians
don’t have information
or parts, they call
you—or stop work.
Meanwhile, back at the office…
75/7/2015Bolster your bottom line and streamline your service department with Sage Service Operations
Paper, paper, and more paper…
5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 8
Competition is increasing
In 2013, 39% of surveyed firms were challenged by a
competitive environment; today that number has risen to 52%.
Percentage of Respondents, n=170
Source: Aberdeen Group, February 2014
24%
34%
29%
39%
31%
35%
36%
52%
0% 10% 20% 30% 40% 50% 60%
Increased product complexity
Reduced customer spending
Reduced service margins
Competition in product and servcie
Changing Pressures in the New Era of Service
Currently
Previous 12 months
Characteristics of top performing companies
5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 9
Leaders Followers
Employee satisfaction 65% 43%
SLA compliance rate 80% 38%
Scheduling Accuracy/Compliance 89% 79%
First-time fix rate 83% 37%
Workforce utilization* 70% 49%
Customer Satisfaction 90% 73%
Annual improvement in service
revenue11.7% 2.9%
*Percentage of time spent by techs turning wrenches vs. in transit or at home/office
5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 10
How do best-in-class companies compete
and maximize profits?
By focusing on
customer service,
not price.
5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 11
51%The percentage of U.S.
consumers who switched
service providers in the past
year due to poor customer
service.
4xCustomers are four times
more likely to defect based on
service versus product and
price.
Source: CRM Magazine February 2014
Customer complaints in the field
5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 12
Percentage of Respondents, n=220
Source: Aberdeen Group
23%
28%
32%
45%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
Improper billing for service
Time to get technician(s) onsite
Technician(s) did not arrive on time
Technician(s) did not resolve the issue
How do best-in-class companies compete?
5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 13
83% of leading companies
indicate that field service
optimization is core to improving
their competitive positions.
74% of best-in-class companies
optimize their field service
operations to increase overall
profitability.
5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 14
82%Service firms state mobility is a strategic initiative
Top strategic action is to improve data integration
between field and back-office systems
5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 15
35%
38%
42%
44%
62%
Establish systems and metrics to track serviceperformance in real-time
Enable real-time tracking of technicians, parts,and products
Leverage a mobile strategy across the entireorganization
Provide service technicians with work-relatedinformation in real-time
Improve data integration between the field andback-office systems
Top service strategic actions
Improve data integration between the field and
back-office systems62%
The result—notable performance gains
5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 16
Companies that utilize work order optimization
and mobile field service solutions have seen
such performance gains as:
• 28% increase in work orders completed per
day per technician
• 11% jump in first-call resolution rate
• 16% reduction in work orders completed late.
5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 18
What is Sage Service Operations?
The importance of the technician to the
success of the organization has led the search
for ways to equip them with the right tools.
These tools must help these valued resources
excel at their jobs while also providing
valuable insight to the rest of the
organization.
Aberdeen Group
Sage Service Operations for techniciansWhat it does:
5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 20
Technicians
Provides instant access to information in the field:
• Work order details and updates, site/equipment history, diagrams, manuals, additional forms
Provides ability to generate quotes in the field
Provides ability to generate purchase orders in the field
Allows technician to complete work order on site and collect customer signature and payment
Makes technicians more efficient
Sage Service Operations for office staffWhat it does:
Reduces mistakes from manual data entry
Reduces amount of time spent on:
• Entering work order details
• Generating billings and collecting payment
• Generating payroll
• Generating purchase orders
• Resolving customer disputes
• Dispatching and entering customer work requests
Eliminates need for filing and storing paper work orders and forms
5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 21
Office
staff
Sage Service Operations for owners, executives, managersWhat it does:
Maximizes revenue
Provides immediate insight into service profit margins
• Which jobs are profitable and why?
Reduces missed sales opportunities in the field
Reduces administrative and overhead expenses
• Can focus on revenue-generating activities
Improves cash flow, resource utilization, inventory management
Increases efficiencies across the organization
5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 22
Owners
Executives
Managers
Sage Service Operations for customersWhat it does:
Improves customer satisfaction
Fewer billing disputes
Allows customers to self-serve:
• Able to request new service online
• Access to service, billing, payment, and equipment history
• Reduced time spent on the phone or on hold
5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 23
It costs your company 4X to
gain new customers versus
retain existing ones.
Customers
Sage 100 Contractor
Sage 300 Construction
and Real Estate
5/7/2015Bolster your bottom line and streamline your service department with Sage Service Operations 26
5/7/2015Bolster your bottom line and streamline your service department with Sage Service Operations 27
Previously, our technicians often
placed several calls back to the
office to get details about the
customer, the building, the service
request, or the equipment. Sage
Service Operations puts all the
information in their hands. We’ve
reduced the administrative burden
and enabled everyone to be more
productive.
““
Ken Fleck
Vice President, Modern Niagara Group Inc.
[Name]
[Title]
[email/contact info]
For more information:
Contact your Sage Business Partner
Or call 800-858-7095
SageCRE.com