The battlefield of the technology support industry. No man's land takes centre stage. Complex supply chains made simple
The battlefield of the technology support industry: ‘no man’s land’ takes centre stage - Glyn Dodd (Centrex Services) - Service Management Expo, 19 June 2014
Jun 23, 2015
Glyn Dodd, Managing Director of Centrex Services outlines why in today's service industry 'No Mans Land' has become the key battlefield where business can be won and lost and outlines how the industry must adapt to these changing times if it is to thrive in this new twenty first century climate.
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The battlefield of the technology support industry. No man's land takes centre stage.
Complex supply chains made simple
Why?
• Where’s the battle?
• Industry impact
• The solution
• Conclusion
The issue Market characteristics
The issue Break fix revenue
£250
200
150
100
2000 2005 2010 2015
Re
ven
ue
per
ca
ll S
erv
ice
cost
s
Year
The issue engineering complexity
Mins £
180 400
120 300
60 200
30 100
2000 2005 2010 2015
On
site
C
om
ple
xity
E
ng
ine
er
Co
sts
Pro
du
ct c
ost
s
Year
The issueFragmented supply chain
Potential commercial, physical and IT system transition point.
6th party repair agent
3rd party NDC and / or FSL network
4rd party trunking or courier network
5th party tech courier or owned FTE
1st / 2nd call control and diagnostics
Each transition point offers opportunity for cost and lost intelligence
The issueThe cost of fragmentation
The issueWhere is the battlefield?
• Not viewed as strategic to a business• Service seen as a cost centre and losing money • Large providers content with large legacy fixed cost
base of underachieving engineers• Silos become further disconnected & commoditised,
and eventually go bust • Clients not satisfied with IT service innovation• Front end technology innovation, but the back end still
immature• IT director disconnected from user needs and
continues with traditional approach
• Only response was commoditised technical courier
The impact
The solution
• Redesign / re-skill the service engineer role• Reflective of new service methodology
• Connect the supply chain in single modern connected infrastructure
• Using business intelligence to increase FTF • ‘Varibalise’ the cost base• Ask the real end user what he actually wants
(not necessarily the IT director) • Targeted live SLA why accept failure?
• Redesign the Service KPI’s
Connected thinking connected process
The solutionConnect the silos
Connected thinking connected process
The solutionRedesigned service technician
• Is connected “live” to the call centre
• Has a van not a car!• Focussed on client satisfaction
not engineering brilliance• Whole unit exchange• Is motivated to FTF without
using a FRU or WU • Is connected to good technical
support
The IssueThe cost of fragmentation
• 73 Field BPSS technicians• 38 Bench technician's• 13 customer service • 5 technical support • 12 back office support
Facts and stats
Staff Our UK Infrastructure Our IT
Our channel Services A few end clients
• Founded in 2006,• Revenue of £9m• Privately owned• No debt • Circa 400 incidents a day
Centrex- at a glance
Integrity. Transparency. Intelligence
• Maintenance• Projects • Repair • Recycling • Data security • Managed Print support
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