ge-wind-field-service-management-servicemax

ServiceMax forWind – Success Story A large wind service provider and industry veteran recently adopted a three-year plan to triple its service revenues. Current processes and the lack of work systems, however, prevented this scaling. Scheduling and dispatch were inefficient, and work order management processes, such as invoicing, were complex and time consuming. Moreover, the organization lacked offline mobility, meaning they had to collect their data before going into the field—and field data input at a later date was less accurate. Adopting the ServiceMax solution—providing asset visibility, better scheduling, and mobile execution—has put the organization on a path to achieve its growth plan. Solution Features The ServiceMax solution is an end-to-end software platform that incorporates Gartner’s six functionalities for field service management: •• Managing demand for work (including from Asset Performance Management) •• Planning and scheduling work (recommendations based on skills, priority) •• Enabling technicians with mobile functionality (asset information, inventory) •• Debriefing work (closeout, digital sign-off) •• Managing operations (including entitlements and logistics) •• Analytics and integrations (performance metrics, integration to ERP, CRM systems) Underlying these functionalities are an installed base management functionality that provides detailed insight into asset information such as location, component serial number, and service history. How ItWorks – Service DeliveryProcess ServiceMax serves as an execution engine for operating and maintaining wind assets. Below is a representative example of the process: •• Service issue identified and work requested (via APM, phone call, email, CRM, and so on) •• Asset and entitlement information checked (service history, warranty/contract) •• Work order accepted, crew scheduled and dispatched •• Technician reviews asset history and work order information, checks inventory on mobile device •• Technician performs work with access to supporting information (online or offline) •• Technician closes work order and captures debrief information (labor, invoicing) •• KPIs/performance metrics available for analysis (utilization, first-time fix rate, mean time to repair).