Transformation of the Service Business

Internal use
Pág. 1 JHA - October 2011 – SWE BT Spain Building Technologies
 Operational & Remote Center – sinergies FSS & BAU

Motivation: Very competitive market – hourly rate of competition

is 60% less than Siemens

4 fundamental questions:

 How can we improve competitiveness?

 How can we fight against new competitors
(FMS, installers)?
 How can we intensify our relationship with
customers?
 How can we generate new business?

Internal use
Pág. 2 JHA - October 2011 – SWE BT Spain Building Technologies
 Service Centre - all in the same room
 The new Heart of the Service Business!

Value Added Management & Integrated Processes

Mobile Services
Centralize Financial
Technological
Services Administration:
Platform that  Technical call Maintenance contracts
communicate with clarification.
invoicing.
the installations of  Planning of service
team.  “On call” intervention
our customers  Planning of invoicing
subcontractors
companies for Product Managers
services.
Team
 Intervention orders
Experts team:  Technical support at
 Operate the system “high level”
 Detect Faults or  Hot Line with HQ
malfunctions
 Give support to the Call Center Global
customers Mobile Services
 Give support to our Service Industry:
MCompanion
Installation type: Technician.  Open tickets
 Start intervention Used by:  Route cust. call
 Fire systems Process immediate - 70 technician , to the right place
with customer call - 35 project mgr.
 Building Control  Detect business - 35 subcontractors
 Repair process
opportunities for
 Energy Efficiency serv. Sales Intro in Global Service
 Do commissioning Industry in process

Internal use
Pág. 3 JHA - October 2011 – SWE BT Spain Building Technologies
Knowledge and know-how in the same
room

 HQ Support
 Product Managers
 Technical Experts

Combine technologies and expert

knowledge in the same room
allows us:
 Serv. Mgr.  To provide New Business
 Finance Admin. Models (e.g. “Assisted
 Dispatching Products”) to provide Added
Value Services to our
Customers
 using new technologies & reduce
cost with service optimization
 Remote Experts
Internal use
Pág. 4 JHA - October 2011 – SWE BT Spain Building Technologies
 Challenges of Remote Service

 Technical problems and missing documentation from HQ

at the beginning
What are the  Find a good technician willing to work in the remote service
challenges? center
 No one wanted to be the first to offer a connection
 Not integrated in service processes

 Test and document locally all configurations & make pilot

installations
 Mgt. Decision: Each project with a volume > 20k€ must have
How do we a remote connection
tackle them?  Go personally with sales to sell the first connections,
Nº of connections in the objectives ...
 Promotional packages “for free” for branches and customers
 Integrate the remote center completely in the service process

Internal use
Pág. 5 JHA - October 2011 – SWE BT Spain Building Technologies
 Our pillars for implementation to get here …

Customer
Services
> > > > > > Analysis > > > > > > > > Implementation > > > > >

Internal use
Pág. 6 JHA - October 2011 – SWE BT Spain Building Technologies
 n
Pillar I: Ja
Involve key people - Brainstorming 07
20

What we did: „Analysis and revision of the processes BY USING:

- Spiridon
- Simplify
- Synergies
- Accelerate
- Technologies
- Unify
- Existing Corp. Tools
- Normalize
- Communication Tools
- Automate
- Knowledge
- Modernize
- Analysis
- Meet deadlines
- Monitoring
- Meet requirements
- Statistics

„Analysis and revision of the available tools”

Internal use
Pág. 7 JHA - October 2011 – SWE BT Spain Building Technologies
 Pillar II: y
Ma
SERVOR Process Analysis
08
Identified Improvement Levers to allow prioritization 20

Remote Service €€€ €€

Application of Mobile Front-end €€€

with Real-time Task management
… Mio € Lead management & €€€
Total average annual
gross savings (DI2)
Incentive system

Subcontractor Management
… Mio €
Total average annual
additional sales (DI2) Improve clarification €€

Legend:
Financial control €
Calculated lever

Enabler/not calculated
Implementation of €
Planning and Dispatching Tool(s)
Prioritized lever
Standard procedures €
Average annual
and work instructions
gross savings
Integrated service management
€
Average annual
information system
additional sales

Strong impact customer 6 12 18

satisfaction Internal use
Pág. 8 JHA - October 2011 – SWE BT Spain Building Technologies
 y
Pillar III: Ma
Remote Business Plan supported by HQ - Goal 08
20

Internal Benefits

 Increased service efficiency through:

1. Improved service processes
2. Optimized commissioning processes

External Benefits

 Generate additional sales through:

1. Extended service level in the classical re-
active service business
2. Additional services, like pro-active monitoring,
service reports, energy services
 Gain a more intensive customer retention

Internal use
Pág. 9 JHA - October 2011 – SWE BT Spain Building Technologies
Pillar VI:
New technologies  Bye, bye paper
Integration in Spiridon, Mobile solution, HR-System & Sharepoint

Transfer / Generate electronic information

Internal use
Pág. 10 JHA - October 2011 – SWE BT Spain Building Technologies
 Pillar VII: t
Oc
Integrated Mobile Services & installed base
08
& push Integration into Industry Sector 20

Tecn. clarification

Administration and
Dispatching

… allows on-time management with-out paper of:

 Preventive Maintenance Checklists
 Notifications
 Service Reporting
 Hours & Travel Expenses
 Material, Spare-Part and car stock
… For internal use only / Copyright © Siemens AG 2006. All rights reserved.
Pillar VIII: t
Oc
Operation Centre allow centralization, remote &
08
energy services (Reducing dispatching centers from 9 to 1) 20
GIJON
  BILBAO
 SANTIAGO
d. C.
  BARCELONA
VALLADOLID

 MADRID
PALMA

 VALENCIA


SEVILLA

Vision
9
Dispatch
Centre
Real
1
 BARCELONA

 Serv. Mgr. from branches  MADRID

 VALENCIA
converted to service sales

Actual Oct 2011:

3 centros
Internal use
Pág. 12 JHA - October 2011 – SWE BT Spain Building Technologies
Pillar IX:
Maximize Efficiency!
ROC, also the heart for energy solutions & services

Allows Green Consulting Support Energy efficient Efficiency Monitoring

solutions

Building Performance Make Green Migration Energy Saving

Optimization possible Performance Contracting

Internal use
Pág. 13 JHA - October 2011 – SWE BT Spain Building Technologies
Pillar XI: “Assisted Products” ust
g
Business Models to create Added Value Au
9
2 00
Example: Partner – Customer relation in a win-win-win situation

Customer
1. Contract (e.g. Hotels, etc.)
2. Direct contact to customer
1. Support how to operate the
3. Preventive maintenance system
4. Interventions 2. Lease material for remote
5. Billing connections (with contract at
now cost)
6. Etc.
Partner
(e.g. FMS, installer,
VAP, etc.
1. Frame contracts (discounts, spare parts, etc.)
1. Information about changes
2. Training
2. Buys material Siemens for
repair, extensions, 3. Operation support
migrations, etc.
4. Technical support (revisions, problems, changes, spare
parts extensions, optimization, energy reduction, detector
exchange, SW up-date, etc.)
5. Regular reports (operations y energetic)
6. Revisions from Operation Centre with on-site
combinations
7. Configuration Back-up
8. Etc. Internal use
Pág. 14 JHA - October 2011 – SWE BT Spain Building Technologies
 Pillar XIII:
Benefits for Customer and Siemens
 Image (Innovative, Modern, ….)
 Fast Respond time & have always an
expert available
 Taking care of installation in
continued manner (operational and
energetic optimization)
 Professional, electronic and on-time
documentation
 Improve understanding of costumer
needs
 Customer receives & perceives
Added Values
 Strengthen relationship between
customer and Siemens
Pág. 15 JHA - October 2011 – SWE BT Spain
Results
 Chooses us as preferred supplier
 Problems are solved fast & easy.
Saves costs in avoiding technician
interventions on site in the case
they are not included in SA
 No paper storing needed
 Perceives that we are available for
him not only for the preventive
maintenance
 This type of service he can not
receive from another provider
Internal use
Building Technologies