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Sernovation is your Total Service Solution Partner with uniquely service specific designs and services.

We focus solely on the service environment with three main categories of services that we offer; Service Transformation, Reliability Engineering and Recruit4Service solutions.

 

Service Transformation

With our Service Transformation package we offer to transform your service business into a profit generating asset. Most Service departments are running at a loss if the real number are run. We will help you to develop a plan to optimize your service department through efficiency and customer focus. We can assist you to select the correct Field Service Management Platform to improve that all important Field Service Mobility and improve your first time fix rate.

 

Our Service Health Checks, Cost Optimization, Development of SOP’s and Best Practice Implementation systems are all designed to improve the level of service that you offer to your customer. Our approach is outward focussed on the customer that yields positive revenue results.

 

Reliability Engineering is a concept that most operations strive to get correct. Our unique approach to Quality of product, quality of service and quality of information all filters down into one model to ensure your equipment runs as long as possible at the most efficient point of its design.

 

Recruit4Service is also a uniquely developed platform to streamline the recruitment of the service industry. When you choose one of the recruitment packages, it wont be long before you have access to fully completed video interviews on the candidates that matches your job description.

 

Contact Sernovation for further information.

Why your Service Department should not be led by Sales Managers

 

 

When it comes to the last couple of days in a month and we are still way off the sales target, the focus often shifts from effective services to the “easy” sale, discounts, high value item focus, special deals, and the list goes on… Now if you operate a product specific business in a sales organization it is great and the aftermath on damages done to the sales department is not that bad. After all, you made the sale and you crept closer to your monthly-, and ultimately your annual- target, right?

 

You only used the Technician for two sales deliveries, it can surely not be that bad, or can it?

 

Do we know what this is doing to the service department in your business? The shot out of the hip answer will be “yes of course”, or “sure we do but we can fix it later”. The reality is that we never get to fix it as it gets repeated month after month.

 

Over the years this culture of the last-minute push to put the figures on the table has prevented services from being given its due as a key revenue generator in most businesses. Some organizations might see the service department as a loss leader in their business as part of their strategy to keep customers engaged through various service offerings and that is okay, but the service department should know this and be managed accordingly.

 

There is no use in operating your service department as a loss leader, but you grind them on the under recoveries every month. What is the point of driving demand services to generate a profit if you have no intention of growing your service department?

 

This is normally the result when sales managers are running service departments. Don’t understand me wrong, I support sales and the management thereof, but we live off a totally different set of KPI’s. The service technician is concerned about his recovery or productive hours while the sales manager only sees the revenue and margin related to that sale. You are probably not aware that you made a loss somewhere in the business due to your decision for the technician to deliver a sales order and loss is not visible in the sales department, it lies within the service department.

 

Sernovation will partner with your business to ensure that you understand the real numbers of your service department…

 

info@sernovation.com for further enquiries

Do you know what the real cost of a failed service call is in your business?

According to our research, Field Service Technicians from the Engineering and Manufacturing sector providing a service to the mining industry has an average workload of 2.8 scheduled service calls per day. In reality they only complete about 2 of these calls daily which leaves them with an incomplete service call rate of 0.8 per day. This translates into 0.8 customers that experience a failed service call per Technician everyday.

 

Using this data, a company with 30 Field Service Technicians will have a scheduled call rate of 84 calls per day on average. With only 2 of these calls being completed per Technician daily, it leaves the business with 24 failed service calls per day. The result of this is an average of 480 unhappy customers per month for this business.

 

The math is simple as it can be scaled proportionately specific to this industry. These failed service calls comes as a result of a number of aspects, some of it mentioned below;

 

* Incorrect Parts

* Incorrect Information

* Previous jobs taking too long to complete

* Part availability

* Site conditions

* Compliance

 

The list can go on… The bottom line is that some of these seems to be out of our control but with the correct service procedures and Field Service Management Platform in place, we can certainly limit this list to just a couple of bullets.

 

The cost of a failed service call is not just about another run back to the office and then return to the customer to fix what was left out. It is about the cost of Infrastructure, Fuel, Human resources, Utilities, and most importantly the cost of customer perception about your Service Capabilities. It is of utmost importance for service organizations to measure their “First Time Fix Rate”(FTFR). The profits lost due to a low FTFR can be millions…do you know your FTFR?

 

Contact Sernovation for more detail and see how we Redefine Services.

 

As we all know every business is unique in its own way, yet we still see similar service strategies across the industry. By designing a service model unique to your business, you open doors to new opportunities and unlock profits hidden in your service model. In some industries services forms part of the aftermarket strategy and often becomes an afterthought. At Sernovation we believe that services should be first in line.

 

When you have a robust service model your product portfolio in terms of capital equipment will follow. The product will support the service model which will push the envelope in the way you deliver services. Companies are easily referring to general phrases like: “poor strategy”  or      ” value chain inefficiencies” but do we really know what these are?  Have you ever considered that it might be something called                  “Reactive service culture” ?  Okay, granted it might not be as dramatic as that but…

If you believe that you are doing enough but just cannot make that breakthrough from a service perspective you will probably find the disconnect deep down in you service model. This disconnect might not be as obvious as you think, it might be as a result of delivering something spectacular to your customer but he just does not care.

 

How flexible is your customer on the service that you provide and how much time do you have to fix it if you do not deliver to his expectations?

 

Sernovation will show you how to uncover this disconnect, or develop a new frontier in services that will place your business in the driving seat to own your customer.

 

Please visit our contact page and drop us a mail… you might be pleasantly surprised on what your business’ s service capabilities are…