Brainlab entwickelt und vermarktet Hardware- und Softwaresysteme für die bildgesteuerte Chirurgie sowie Strahlentherapie. Neben der Einführung der Sales Cloud hat Arlanis Reply die Einführung der Salesforce Service Cloud für den Helpdesk und den technischen Außendienst realisiert. Die hochintegrierte Lösung ermöglicht die Nutzung des iPad als Frontend und erfüllt höchste Qualitätsanforderungen der FDA.
2. GOAL OF THIS PRESENTATION
• Provide high level overview of Brainlab Service Cloud
• Stimulate and trigger ideas
• Give insight into Critical Success Factors and Challenges
1/16
9. MILESTONES
7/16
December ’10
Go-live Service
Cloud
Master Data
Integration with SAP
July ’11
Fully automated
service process
Integration with SAP
CS
October ’12
Complaint system in
salesforce
November ’12
Automated Spare
Parts Process
April ’13
Clicktools Customer
Satisfaction
Net Promoter Score
CASE
MANGEMENT
FIELD
SERVICE
REPORTING
COMPLAINT
HANDLING
SPARE PART
ORDERING
CUSTOMER
SURVEY
10. CASE MANAGEMENT
8/16
ESZZ
• Case is central object
• 1Case = 1 Customer Request
• Case Comments document service activities
• Case Owner defines next person in charge
11. FIELD SERVICE REPORTING
9/16
ESZZ
• Planned Service
• SAP Service Order eFSR in SFDC assigned
to engineer
• Engineer adds work and time (Event) report
• Customer receives PDF via mail
• Automated booking in SAP
• Unplanned Service
• SFDC Case created by engineer
• Per on-site visit eFSR is created
• Customer receives PDF via mail
• Automated booking in SAP
12. COMPLAINT HANDLING
10/16
ESZZ
• Mandatory for Medical Device Manufacturers
• Full integration with Case Management
• All Cases reviewed by QM for structural errors / patient risks
• Classification: Complaint vs. Service Case
• Complaints require root cause investigation
• PDF functionality for audits and authorities
13. SPARE PART ORDERING
11/16
ESZZ
• No Case No Spare Part
• Approval process depending on part value
• SAP material master interface
• Update of SAP installed base
• Escalation of unreturned parts per engineer
14. CUSTOMER SURVEY
12/16
ESZZ
• Service survey send after each closed Case
• We consider your problem solved…do you agree?
• Customer feedback triggers survey follow-up
• Method: Net Promoter Score
• NPS = % of Promoters - % of Detractors
• Account satisfaction level as traffic light
Customer
Satisfaction
Detractors
(score 0-6)
Passives
(score 7-8)
Promoters
(score 9-10)
Would you recommend our Products /
Service to a friend or colleague?
15. ESCALATION MANGEMENT
13/16
ESZZ
• Event Timing Scale (ETS) = Case Criticality
• ETS defines resolution deadline
• Technical Escalation
• Time to perform next action
• Clock reset after each action completed
• Manager receives mail notification
• Management Escalation
• Time to solve customer problem
• No reset of deadlines
• Weekly report prioritized per management level
Strategic
Importance
System
Status
Contract
Status
Complaint
Type
ETS
17. Success Factors
14/16
• Triple C Follow-up: Consistent + Continuous +
Consequent
• Management buy-in for escalation procedure
• Maintain high level of transparency and visibility
• Ensure business ownership
• Listen and continuously fine tune
18. Challenges
15/16
• Case vs. Personal Communciation
• Manager Case follow-up
• Lack of trust vs. Process control?
• 3rd party service provider interactions