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Make Service A Profit Center Best Practices For A Distributors Service Business

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Information about Make Service A Profit Center Best Practices For A Distributors Service...

Published on March 2, 2009

Author: corrho

Source: slideshare.net

Description

Our focus is on how to strengthen a service business into a competitive advantage in today’s brutal economy. Some of you may have well-established service businesses in place, but are looking for ideas to make them more efficient, more profitable and work better as a profit center within your company. Others might be considering ways to leverage opportunities to meet customer needs for service. We hope to address both of these today.
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Make Service a Profit Center Best practices for a distributor’s service business Panelists: Cory Rhodes – Vice President, Single Source Systems Scott Pugmire – Sr. Vertical Industry Manager, Sage Tom Gale – Publisher, Modern Distribution Management Webcast Sponsored by Sage Software Thursday, February 26, 2009:

Make Service a Profit Center Best practices for a distributor’s service business

Panelists:

Cory Rhodes – Vice President, Single Source Systems

Scott Pugmire – Sr. Vertical Industry Manager, Sage

Tom Gale – Publisher, Modern Distribution Management

Market Pressures for Wholesale Distributors Product-based profits continue to diminish due to global competition and rising costs In a tough economy customer retention for repeat business is critical for future growth and profits Product-based distributors are looking for ways to provide more value to their customer base

Market Pressures for Wholesale Distributors

Product-based profits continue to diminish due to global competition and rising costs

In a tough economy customer retention for repeat business is critical for future growth and profits

Product-based distributors are looking for ways to provide more value to their customer base

“ Leading companies looking for profit margin, revenue, growth and competitive advantages are now crafting new business models and deploying technology solutions to more strategically leverage their service operations.” --Aberdeen’s The Emergence of the “Chief Service Officer” Benchmarking the Prominence of Service Management in the Corporate Agenda The Business of Service

Solutions & Strategies Retain profits that are escaping Capture easy targets right at your door Spot the invisible, lurking, unknown…

Solutions & Strategies

Retain profits that are escaping

Capture easy targets right at your door

Spot the invisible, lurking, unknown…

Customer dissatisfaction Low field service resolution rates. Delays due to missing parts or equipment In efficient scheduling and dispatch Miscommunications Limited access to historicals. Duplication of efforts. Dual entries. Failure to up-sell extended warranties. Low renewal rates for maintenance contracts Retain profits that are escaping

Equipping Field Technicians with mobile devices Multi-Level service contracts continued revenue from renewals! Extended warranties profit margins can be as high as 200% Installations opportunity to cross-sell, up-sell Installing and servicing other like products. Capture easy targets right at your door

Equipping Field Technicians with mobile devices

Multi-Level service contracts

continued revenue from renewals!

Extended warranties

profit margins can be as high as 200%

Installations

opportunity to cross-sell, up-sell

Installing and servicing other like products.

Analytics, Data, Details! informed decision-making and identifying opportunities for improvement. collecting data on service orders and warranties to aid engineering in improving product design Improve Resolution rates! Once you have the analytics, you likely will be able to improve resolution rates, spot bottlenecks and shorten the call-to-cash cycle Spot the invisible, lurking, unknown…

Analytics, Data, Details!

informed decision-making and identifying opportunities for improvement.

collecting data on service orders and warranties to aid engineering in improving product design

Improve Resolution rates!

Once you have the analytics, you likely will be able to improve

resolution rates, spot bottlenecks and shorten the call-to-cash cycle

Cory Rhodes Single Source Systems, Inc. 9003 Technology Lane Fishers, IN 46074                                                                         (317)596-3000 x 145 www.singlesrc.com Scott Pugmire Sage 1715 North Brown Rd. Lawrenceville, GA 30043                                                                      (404) 660-6164 [email_address]

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