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4 key elements to a successful field service transformation

A successful digital transformation requires weaving together technology, data, process, and operational change. If one of these domains fails to make the grade, your entire transformation may be in jeopardy. These four domains have one thing in common and that is they rely on people and what they bring to the table. It’s the people…

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A successful digital transformation requires weaving together technology, data, process, and operational change. If one of these domains fails to make the grade, your entire transformation may be in jeopardy.

These four domains have one thing in common and that is they rely on people and what they bring to the table. It’s the people that matter most—from formulating a vision to crafting the plan and adjusting it on the fly to calculating every detail many times over.   

When the stars align and each person on the team contributes to the best of their ability, success is exhilarating. Inter-related domains can be blended into one methodical sea of change—invigorating not just the transformation team, but enveloping the entire organization with a sense of deep pride. The accomplishment is worn like a badge of honor as every employee is positively touched by the success of the transformation.

And there is no better example than G&J Pepsi-Cola Bottlers’.

G&J Pepsi is the largest family-owned and operated Pepsi franchise bottler, employing more than 1,600 people at 13 locations in Ohio and Kentucky, with production facilities in Lexington and Winchester, Kentucky, and in Columbus and Portsmouth, Ohio.

The key to the success of this 10-time Pepsi corporate customer service award winner is G&J Pepsi’s continuous dedication to innovation. They set out to further elevate service delivery by focusing on account acquisition, customer service, and field service core processes. In short, G&J looked to unlock new and existing revenue opportunities by empowering workers and optimizing operations. As a result, G&J Pepsi is now converting more leads to satisfied customers, delivering even better customer service, and increasing field service technicians’ first-time fix rates.

1. Technology

G&J Pepsi needed a digital thread to connect business functions and leaned on Microsoft Dynamics 365 due to its hassle-free integration, allowing for application portfolio simplification and basically, it just played well to G&J Pepsi’s IT strengths.

One of the biggest new business opportunities for G&J Pepsi was its field service workforce to service beverage and non-beverage equipment beyond its current sales territory. Increasing first-time-fix service would allow G&J Pepsi to expand beyond their current market. Leveraging Dynamics 365 Field Service and Dynamics 365 Sales would remove the boundaries that limited G&J Pepsi.

To realize revenue, frontline workers, including sales and field service needed to unify in the customer journey. G&J Pepsi also knew a huge opportunity existed to accelerate its end-to-end customer process. This included steps such as lead generation, new customer account creation, payment establishment, equipment preparation, installation scheduling, equipment installation, equipment servicing, equipment recovery, and every accompanying process. 

2. Data

What was key to creating a unified, optimized customer journey? Centralizing real-time data with a scalable solution. 

G&J Pepsi created a Customer Engagement Management (CEM) platform with Dynamics 365 Field Service and Dynamics 365 Sales. The customer is central to everything the company does; however, its processes and supporting technology said otherwise.

Before CEM, a business development representative (BDR) would scan paper and digital notes, in SharePoint, Power BI, and other apps. There was no view into interactions that had taken place with the BDR, field service technician, or customer service rep. There was no single source of truth, no way to transfer knowledge, and no infrastructure for tracking leads. These inefficiencies cost G&J Pepsi $180,000 in revenue per month from lost sales.   

Data is now centralized in real-time, up-to-the-minute. Dynamics has streamlined communications and provided complete visibility and in doing so it has empowered G&J Pepsi to focus on new business. Previously, sales, field service, and leadership learned what was happening with customers in indirect, incomplete, time-lagging pathways. Now information is up-to-date and accessible by all who impact customers. 

3. Processes

Now that data is up-to-date, processes can be streamlined. The team has mapped out 150 processes and eliminated 200 problems prior to digitizing. How? By working directly with the eventual customers of the system—sales, field service, and frontline workers. One such effort eliminated 170,000 manual touchpoints annually. 

As an example, if a delivery team exchanged a piece of equipment mislabeled on a work order, the technician would have to return to the office to receive a corrected work order. Now, the equipment manager can look up the asset on the desktop, correct the mistake, and seconds later the delivery team has the correct information to complete the job.

Technicians are empowered to arrive at the right time (receive operating hours and suggested installation time from the BDR), on the right schedule (schedulers can review the technician’s other work to optimally schedule), the right way (integrated mapping functionality), and with the right equipment (obtained from the work order supplemented with account history.)

From the mobile app, technicians have all their pertinent information at their fingertips—service tasks, customer details, product needs, and more. The result? Higher first-time-fix rates, opening the door to utilize field technicians’ time and expertise to create new revenue streams.

4. Operational changes

Now G&J Pepsi has automated some routine tasks, unburdening the employee from tedious operational tasks. Completing certain actions within Dynamics 365 triggers a Power Automate flow to kick off another process. For example, a piece of equipment is requested by a BDR for a new customer. Once the BDR puts in the request for equipment for a new customer, the creation of a new work order is triggered, which moves through equipment prep to scheduling a field technician for installation.  

The little things that used to cause big delays are now gone. The scheduling team utilizes capabilities to assign best resources to a work order and can now look across service locations instead of only selecting from a smaller subset of available technicians. Field service technicians use the mobile app’s built-in map and routing features to optimize travel time and status flags to indicate if they are on-site or traveling. With minimal development effort, G&J extended the mobile app to provide technicians the ability to generate service reports while at a customer site and instantly email.

Learn more about Dynamics 365 Field Service

The positive results have impacted everyone who touches the customer. Improvements are across a wide range of sales, service, and overall company key measures. G&J Pepsi attributes this success to frontline workers and the team, who have made everyone’s ability to serve the customer exponentially better.

And the commitment to innovation continues. Team members are excited to explore Dynamics 365 Remote Assist’s mixed-reality capabilities to both grow their service business as well as build knowledge across existing and newer agents. G&J Pepsi’s first-time-fix use case explores technician access to real-time virtual visual expertise and the ability to increase on-site resolution.  

Read the complete G&J Pepsi-Cola Bottlers’ story.

Read more about Dynamics 365 Field Service.

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Facebook: Our Largest Ever Climate Survey Can Inform Policies, Research and Campaigns Around the World

Today, Meta and researchers at Yale University are publishing the results of our biggest ever global survey about public views towards climate change. In March and April this year, a sample of more than 100,000 Facebook users from nearly 200 countries and territories were asked about their knowledge of, and attitudes and behavior towards, climate change…

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Today, Meta and researchers at Yale University are publishing the results of our biggest ever global survey about public views towards climate change. In March and April this year, a sample of more than 100,000 Facebook users from nearly 200 countries and territories were asked about their knowledge of, and attitudes and behavior towards, climate change issues and what should be done to address them. The results paint a picture of deep concern around the world and the desire of a significant majority of people to see governments and others take meaningful action.

 

Infograph about climate change survey results

 

The survey is a collaboration between Meta and the Yale Program on Climate Change Communication, as part of Meta’s Data for Good program. It is hoped its findings can be used to inform policy decisions and priorities for governments, especially in many countries where surveys of this sort have not taken place before. The findings should also be valuable for researchers around the world, as well as a resource to inform public information or awareness raising campaigns by activists and NGOs, and help journalists with nationally-relevant data. For example, the Social Progress Imperative is using data from this survey to develop a new Climate Perception Index, which will serve as a tool to better understand the societal implications of climate change and will provide insights for policy makers on where to focus most in order to deliver tangible societal outcomes to their citizens.

The survey found:

  • The majority of people in nearly all countries surveyed say they are somewhat or very worried about climate change, including more than 9 in 10 respondents in many countries in Central and South America. In almost every country, majorities saw climate change as a threat to their country or territory over the next two decades.
  • A majority in two-thirds of the countries and territories surveyed think climate change will harm future generations a great deal. 
  • Majorities in nearly all countries think climate change is caused at least partially by human activity. Europeans were most likely to correctly answer that climate change is caused by human activities, led by Spain (65%) and Sweden (61%).
  • In most countries, a majority say they don’t hear about climate change at least once a week in their daily lives. Europeans are more likely to say they hear about climate change at least once a week compared to other regions.
  • Most people say their country should reduce pollution causing climate change, either on their own or if other countries also do so. However, people have different views on who is primarily responsible for reducing pollution — majorities in 43 countries said their government is responsible, 42 countries said individual people and 25 said businesses. 
  • People everywhere think climate change should be a high priority for their government. Majorities in most countries in North and South America say it should be a “very high” priority.
  • A majority in almost all areas surveyed think action to reduce climate change will either improve or have no negative impact on the economy.
  • People support using more renewable energy and less fossil fuels. About 9 in 10 people in Hungary, Portugal and Spain think their country should use somewhat or much more renewable energy.

The Data for Good program is an unprecedented collaboration between technology companies, the public sector, universities, nonprofits and others using privacy-protected datasets for social good, including disaster relief and recovery. Many of our humanitarian partners operate in some of the most challenging environments in the world. By sharing free tools that provide fast insights, Meta data has made decision-making on the ground easier, cheaper and more effective. In recent years, this collaboration has informed policies governing things like the delivery of vaccines and aid to Ukrainian refugees, and been utilized for environmental campaigns in the US, Germany, Belgium, Croatia and the UK.

Alongside the survey, Meta has also published its annual Sustainability Report, detailing the solid progress we’re making in minimizing the environmental impact of our business, supply chain and wider community. This includes:

  • Setting an ambitious goal to be water positive by 2030, meaning we will restore more water than our global operations consume. In 2021, Meta helped restore more than 2.3 million cubic meters of water through investments in water restoration projects.  
  • Progress towards our goal of reaching net zero emissions across our value chain, and maintaining 100% renewable energy for our global operations.
  • Expanding our Climate Science Center to more than 150 countries.
  • Supporting key policies to advance sustainable policies and climate action, such as joining the European Climate Pact and participating in organizations advocating for clean energy policies in the United States.

Read the full climate opinion survey report and sustainability report.

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Facebook: Uplifting Tribal Communities in India Through Digital Entrepreneurship

Inspired by the rich culture and talent represented by the tribal and indigenous communities of India, we are extending our collaboration with the Ministry of Tribal Affairs to launch the second phase of the Going Online As Leaders (GOAL) program. GOAL 2.0 will look to digitally upskill, connect and empower 10 lakh youth and women…

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Inspired by the rich culture and talent represented by the tribal and indigenous communities of India, we are extending our collaboration with the Ministry of Tribal Affairs to launch the second phase of the Going Online As Leaders (GOAL) program. GOAL 2.0 will look to digitally upskill, connect and empower 10 lakh youth and women from the tribal communities of the country and will act as a bridge for the socially marginalized youth with a vast canvas of opportunities using technology that they otherwise may not have access to.

Through this program, the identified GOAL participants will have access to Meta Business Coach — a WhatsApp based learning bot — that will give the participants an opportunity to learn skills on how to build and grow their business using Facebook, Instagram and WhatsApp. To empower the participants to play an active role in the digital economy, the program will also include Facebook Live sessions in nine languages by master trainers on topics like Anti Scamming education, staying safe online, how to combat misinformation and being a good digital citizen. 

​Sh. Arjun Munda, Hon’ble Minister of Tribal Affairs launched the second phase of the GOAL program.

Speaking on the occasion, Sh. Munda said: 

“Honorable Prime Minister, Shri Narendra Modi has always spoken about bridging the digital divide. Digitally empowering India’s tribal communities would contribute significantly to the socio-economic development of the country and an important step towards creating a flourishing community of tribal leaders. The first phase of GOAL has seen changing the lives of tribal youth through the digital mentorship program. In the second phase, we will reach out to 10 lakh women and youth entrepreneurs and will also create a platform for more than 50,000 self-help groups and 10 lakh families associated with TRIFED to take their products global.” 

Sharing his views on the importance of digital empowerment for the tribal communities, Ajit Mohan, Vice President & Managing Director, Facebook India (Meta) said: 

“India’s massive digital transformation can be complete when even the most vulnerable communities of our society are digitally empowered. We are deeply inspired by the stories of some of the Tribal leaders who benefitted from the first phase of GOAL that we kicked off in 2020. We recognize the wide canvas of opportunity that gets unlocked when these tribal communities have access to digital tools and technologies, and that is why we are excited to launch the next phase of this program. In collaboration with the Ministry of Tribal Affairs, GOAL 2.0 will upskill and empower 10 lakh women and youth across tribal communities to harness the full potential of digital platforms and tools.”

Tribal population constitutes about 8.6% of the total population in India. Digitally empowering India’s tribal communities could contribute significantly to the socioeconomic development of the country and an important step towards creating a flourishing community of tribal leaders.  The first phase of GOAL included inspiring, connecting and upskilling tribal youth from across the country. As a result of GOAL, 75% of the participants from the tribal community admitted to being able to better articulate their thoughts to words and saw an improvement in their interpersonal skills. About 69% were able to leverage digital commerce for increased reach and about 63% said that it helped them understand how to set up their business. 

The program is aimed at empowering youth and women from tribal and indigenous communities to harness the full potential of digital platforms and enhancing their leadership skills for driving community development. Along with digital inclusion, the program aims to actively contribute to the economy by continuing to support the most vulnerable communities in tribal districts with a focus on tribal youth and on businesses led by tribal women in rural areas. 

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Facebook: Introducing Features to Quickly Find and Connect with Facebook Groups

New Ways to Organize Your Groups On Facebook, we’re testing a new sidebar that helps you easily find your favorite groups more quickly. It will list your groups and the latest activity within them, like new posts or chats you haven’t yet seen. You can also pin your favorite groups so they show up first,…

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New Ways to Organize Your Groups

Product mock of Community Panel on Facebook Groups

On Facebook, we’re testing a new sidebar that helps you easily find your favorite groups more quickly. It will list your groups and the latest activity within them, like new posts or chats you haven’t yet seen. You can also pin your favorite groups so they show up first, discover new groups or even create your own. For example, if you want quick access to the latest recipes in your cooking group, you can now pin it to the top, find related groups and be inspired to start your own.

Product mock of Community Panel Menu on Facebook Groups

We’re improving how each group is organized, so you can jump right into what’s happening. Within your group, you’ll see a new menu that includes things like events, shops and a variety of channels to make it easier to connect with others around the topics you care about. So, once you’re in your cooking group, you’ll be able to stay up to date with the group’s upcoming events, buy their latest swag and seamlessly join conversations. 

Connect in Smaller Spaces

Admins can begin to create channels to connect with their groups in smaller, more casual settings where they can have deeper discussions on common interests or organize their communities around topics in different formats:

Product mock of spaces on Facebook Groups

  • Community chat channels: a place for people to message, collaborate and form deeper relationships around topics in a more real-time way across both Facebook Groups and Messenger. So when you’re in your new BBQ lovers group and need real-time feedback while attempting your first brisket, an admin can create a chat for that.

Product mock of audio creation on Facebook Groups

  • Community audio channels: a feature where admins and members can casually jump in and out of audio conversations in real time. If you’re looking to hear best practices from other grill masters in your BBQ lovers group, there could be an audio channel created that’s available within your Facebook Group and on Messenger.

Product mock of Community Feed on Facebook Groups

  • Community feed channels: a way for community members to connect when it’s most convenient for them. Admins can organize their communities around topics within the group for members to connect around more specific interests. For example, if you’re in a BBQ lovers group, there could be a feed channel where you can post and comment on the topic of smokers.

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