Wrong spare parts, long waiting times, inefficient planning. In field service, a lot can go wrong. The big issue: the entire brand suffers if customers are dissatisfied with a technician’s visit. At the Sybit Expert Talk Service, three experts discussed in front of over 50 guests how to do it better — transforming customer service from a cost center into a revenue driver.
How can proactive and efficient resource planning be achieved? How can the collaboration between service, sales, and marketing be designed effectively? How does the implementation of an FSM solution work? And what other trends are dominating customer service? Thilo Kerner, Chief Revenue Officer at Sybit, discussed these questions on May 3, 2023, with Florian Becker, Head of Service and QM at Sarstedt AG & Co. KG - Wiesloch Plant, and Ulf Guttmann, Solution Expert at SAP Germany.
The focus of the discussion was on the digital transformation in service at Sarstedt, a manufacturer of laboratory and medical technology. Together with Sybit, the company reorganized its field service and implemented SAP FSM. The biggest benefit: The previously fragmented and non-integrative system landscape was streamlined and consolidated on the SAP platform. This resulted in comprehensive transparency regarding technician activities and customer interactions. Significant efficiency gains followed. For example, customers no longer need to call to ask whether a technician is on the way — they automatically receive status updates. As a result, the number of inquiries decreased, and customer satisfaction increased. Another example: Now, a planning board clearly shows when and where which driver will finish their task. This greatly simplifies planning and ensures security in the back office. There are fewer second trips, leading to better margins. The new FSM system also impressed internally with its modern UX and functionality, despite Sarstedt AG & Co. KG starting with a reduced set of features in the initial phase.
The newly gained comprehensive transparency is the game-changer in service, not just for Sarstedt. The connection of different systems is the key to creating added value. Additional potential awaits here, such as the development of a knowledge base, e-commerce with a customer portal that offers a ticketing system and enables self-service (e.g., performing minor repairs independently), and integrating the service solution with C4C.
The Expert Talk also highlighted SAP’s perspective on these topics. According to SAP, the biggest change in recent years has been the shift of service from a cost factor to a driver of revenue and profitability.
Reasons for the Shift to a Revenue and Profitability Driver:
- Service becomes a strong factor in customer loyalty.
- Companies are developing new business models and service products and actively selling them.
- The connection between marketing, sales, and customer service unveils new synergies.
- Companies are offering services that make resource management more sustainable.
- The digitalization of service processes makes companies themselves more sustainable through higher efficiency and better resource planning.
The future of service was the logical question posed by moderator Thilo Kerner.
Key Trends Emerging from the Discussion:
- Increased customer loyalty through service contracts.
- New service offerings that provide value to end customers but are only paid for when the specific case occurs.
- IoT integration and IoT-based service models.
- Digital twins (including digital threads, i.e., digital life cycles).
- Intelligent service systems like the SAP Intelligent Service Cloud.
- Specifically in FSM:
- Support for technicians on-site through remote video support, which can be initiated directly in the FSM system — ideally with augmented reality enhancements.
- Intelligent deployment planning (e.g., directly in digital maps) and crowd service.
The Talk Concluded with the Key Takeaway from the Discussions:
Ultimately, it’s about creating seamless experiences for customers. The integration of systems and solutions is, therefore, the task for today and the future.
Would you like to know what features such a service and customer portal should have? Visit the Service Department in our CX World, where you can find the full 45-minute Expert Talk Service recording.
You can find the Expert Talk Service on the right wall screen in the Service Department of the CX World.