Sage Construction

and Real Estate

Streamline your

service department

and bolster your

bottom line with Sage

Service Operations

[Name]

Sales Engineer

5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 2

Every business has challenges.

What are your top issues?

• Office staff spends many hours or days entering

manual work orders into system

• Technicians unable to get real-time data in the field

• Sales opportunities missed in the field

• Inefficient dispatching

• Lack of insight into service department profitability

• Increased competition

• Demand for better, faster customer service

5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 3

Some common concerns of

service and specialty contractors:

5/7/2015 4Streamline your service department and bolster your bottom line with Sage Service Operations

Disjointed business

processes represent the

most formidable challenge

to success in field service

optimization, with almost

60% of best-in-class

companies seeing this

as a key obstacle.

““

Aberdeen Group

When technicians

don’t have information

or parts, they call

you—or stop work.

Meanwhile, back at the office…

75/7/2015Bolster your bottom line and streamline your service department with Sage Service Operations

Paper, paper, and more paper…

5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 8

Competition is increasing

In 2013, 39% of surveyed firms were challenged by a

competitive environment; today that number has risen to 52%.

Percentage of Respondents, n=170

Source: Aberdeen Group, February 2014

24%

34%

29%

39%

31%

35%

36%

52%

0% 10% 20% 30% 40% 50% 60%

Increased product complexity

Reduced customer spending

Reduced service margins

Competition in product and servcie

Changing Pressures in the New Era of Service

Currently

Previous 12 months

Characteristics of top performing companies

5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 9

Leaders Followers

Employee satisfaction 65% 43%

SLA compliance rate 80% 38%

Scheduling Accuracy/Compliance 89% 79%

First-time fix rate 83% 37%

Workforce utilization* 70% 49%

Customer Satisfaction 90% 73%

Annual improvement in service

revenue11.7% 2.9%

*Percentage of time spent by techs turning wrenches vs. in transit or at home/office

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How do best-in-class companies compete

and maximize profits?

By focusing on

customer service,

not price.

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51%The percentage of U.S.

consumers who switched

service providers in the past

year due to poor customer

service.

4xCustomers are four times

more likely to defect based on

service versus product and

price.

Source: CRM Magazine February 2014

Customer complaints in the field

5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 12

Percentage of Respondents, n=220

Source: Aberdeen Group

23%

28%

32%

45%

0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

Improper billing for service

Time to get technician(s) onsite

Technician(s) did not arrive on time

Technician(s) did not resolve the issue

How do best-in-class companies compete?

5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 13

83% of leading companies

indicate that field service

optimization is core to improving

their competitive positions.

74% of best-in-class companies

optimize their field service

operations to increase overall

profitability.

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82%Service firms state mobility is a strategic initiative

Top strategic action is to improve data integration

between field and back-office systems

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35%

38%

42%

44%

62%

Establish systems and metrics to track serviceperformance in real-time

Enable real-time tracking of technicians, parts,and products

Leverage a mobile strategy across the entireorganization

Provide service technicians with work-relatedinformation in real-time

Improve data integration between the field andback-office systems

Top service strategic actions

Improve data integration between the field and

back-office systems62%

The result—notable performance gains

5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 16

Companies that utilize work order optimization

and mobile field service solutions have seen

such performance gains as:

• 28% increase in work orders completed per

day per technician

• 11% jump in first-call resolution rate

• 16% reduction in work orders completed late.

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What is Sage Service Operations?

The importance of the technician to the

success of the organization has led the search

for ways to equip them with the right tools.

These tools must help these valued resources

excel at their jobs while also providing

valuable insight to the rest of the

organization.

Aberdeen Group

Sage Service Operations for techniciansWhat it does:

5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 20

Technicians

Provides instant access to information in the field:

• Work order details and updates, site/equipment history, diagrams, manuals, additional forms

Provides ability to generate quotes in the field

Provides ability to generate purchase orders in the field

Allows technician to complete work order on site and collect customer signature and payment

Makes technicians more efficient

Sage Service Operations for office staffWhat it does:

Reduces mistakes from manual data entry

Reduces amount of time spent on:

• Entering work order details

• Generating billings and collecting payment

• Generating payroll

• Generating purchase orders

• Resolving customer disputes

• Dispatching and entering customer work requests

Eliminates need for filing and storing paper work orders and forms

5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 21

Office

staff

Sage Service Operations for owners, executives, managersWhat it does:

Maximizes revenue

Provides immediate insight into service profit margins

• Which jobs are profitable and why?

Reduces missed sales opportunities in the field

Reduces administrative and overhead expenses

• Can focus on revenue-generating activities

Improves cash flow, resource utilization, inventory management

Increases efficiencies across the organization

5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 22

Owners

Executives

Managers

Sage Service Operations for customersWhat it does:

Improves customer satisfaction

Fewer billing disputes

Allows customers to self-serve:

• Able to request new service online

• Access to service, billing, payment, and equipment history

• Reduced time spent on the phone or on hold

5/7/2015Streamline your service department and bolster your bottom line with Sage Service Operations 23

It costs your company 4X to

gain new customers versus

retain existing ones.

Customers

Sage 100 Contractor

Sage 300 Construction

and Real Estate

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5/7/2015Bolster your bottom line and streamline your service department with Sage Service Operations 27

Previously, our technicians often

placed several calls back to the

office to get details about the

customer, the building, the service

request, or the equipment. Sage

Service Operations puts all the

information in their hands. We’ve

reduced the administrative burden

and enabled everyone to be more

productive.

““

Ken Fleck

Vice President, Modern Niagara Group Inc.

[Name]

[Title]

[email/contact info]

For more information:

Contact your Sage Business Partner

Or call 800-858-7095

SageCRE.com