Five Lessons Learned From GE And Stanley Black & Decker On Strengthening Customer Service Using The Cloud

Feb 18 2014, 12:00pm CST | by

Accepting the challenge of delivering great customer service needs to start at the very center of any business with the deliberate decision to unify diverse, disparate legacy systems around the customer first.

Galvanizing insight, information and knowledge around the customer moves all forms of service out of react mode to anticipating, educating and ultimately co-creating valuable customer experiences. Add in man-machine data and companies can quickly accelerate up their customer service maturity.

At Salesforce’s Dreamforce last year I spoke with Ashley Haynes Gaspar, General Manager, Software & Services, atGE Oil & Gas’ Measurement and Control business and recently spoke with JoAnna Sohovich, Global President of Stanley Black & Decker, Industrial and Automotive Repair  Both of these leaders are exceptional in their insight and expertise in selectively applying cloud technologies to attain their specific service objectives.

Using the Salesforce Service Cloud, both are revolutionizing their businesses and their experience and lessons learned provide valuable insights shared below.  Salesforce is not and has never been a client of mine and I paid my own travel and hotel expenses to Dreamforce last year.

Lessons Learned:

The faster you can share knowledge and expertise throughout the social network of service employees, departments, organizations and devices and machines, the faster you mature to service excellence.  Both Ashley and JoAnna spoke often of the accomplishments their companies are achieving based on more agile, fluid flows of data both between people and between people and machines. Based on their insights I created the following Enterprise Cloud Customer And Equipment Service Maturity Model.  For both companies, the ability to create communities that involve people and machines is essential to reaching the next level of service performance.

Building a social network of products is essential if you’re going to overcome service challenges later this decade.  Both Ashley and JoAnna often remark how their businesses can readily see the value of speaking with machines and anticipating how their performance will impact the value they deliver to customers.  GE estimates that it costs $1M for every day an oil and gas rig is inoperable due to broken equipment or a parts shortage.  Having each part on an oil and gas rig part of a social network would alleviate costly downtime while providing a solid foundation for the GE Maintenance Repair and Overhaul (MRO) goals in progress today.  At Stanley Black & Decker the goal is to move beyond smart tools to genius tools that anticipate and help co-create with customers, expanding on the smart toolbox initiatives in place today.“The best customer service experience is one that never has to happen,” said Alex Bard, SVP and GM of Service Cloud, salesforce.com. “Innovative companies like GE Oil & Gas and Stanley Black & Decker will empower products to communicate in advance and alert users of impending problems before they arise. In order for this level of customer service to be offered, enterprises need the right tools and business processes to proactively listen when machines start talking.”

Automating service to the lowest technological common denominator of your customer base drives higher adoption.  While both companies have the capacity to deliver state-of-the-art technology applications, Stanley Black & Decker found that their MacTools franchises just needed simple text messages and alerts accessible on flip phones. Using this approach the company was able to increase the cases logged from 20% to 100%, and their text-to-case application is a favorite with their franchisees and employees.

Strengthen service strategies with a deliberate integration of intelligence and knowledge so customer co-creation is attainable.  Co-creation is the highest level of customer service maturity because this is where enterprises’ efforts to deliver service scale beyond cost constraints to deliver revenue and significant cost savings for a customer.  At this level service is no longer about just satisfying customers, it’s about seeing how service intelligence and knowledge can actively contribute to their revenue and profit growth.  GE is using sensors on their drilling and exploration equipment to provide customers with real-time dashboards of equipment performance, reliability and MRO schedules so costly downtime can be averted.  GE is aggregating the data collected from the myriad of devices and equipment to provide customers with predictive analytics showing relative device and entire facility health levels.  This is leading to millions of dollars saved a year.  Stanley Black and Decker co-creates revenue and profit growth with customers by tracking and automating the renewal of contracts with its CribMaster business.

Service is being revolutionized from responsiveness to transparency. The Drilling Customer Experience initiative at GEOil & Gas and the immediate availability of intelligence and knowledge at Stanley Black and Decker illustrate how the essence of excellent service is shifting from being responsive to transparency with customers.  For GE, the ability to deliver real-time machine status and have specific equipment on an oil and gas rig located hundreds of miles offshore provide Chatter updates to engineers fuels co-creation.  The vision of having an oil and gas rig completely automated would save millions of dollars a year, further delivering co-creation value to GE’s customers.  The same holds true at Stanley Black and Decker, where smart toolboxes, smart tools and the ability to cross-sell across divisions is leading to greater co-created value opportunities with customers too.

Source: Forbes Auto

 
 

Don't miss ...

 

<a href="/latest_stories/all/all/30" rel="author">Forbes</a>
Forbes is among the most trusted resources for the world's business and investment leaders, providing them the uncompromising commentary, concise analysis, relevant tools and real-time reporting they need to succeed at work, profit from investing and have fun with the rewards of winning.

 

blog comments powered by Disqus

Latest stories

Ford Plans to Tap Africa, Middle East Market
Ford Motors has outlined an aggressive plan to accelerate the activities of its newest business unit, the Middle East and Africa. Leveraging its One Ford Global Portfolio, the company will launch at least 25 new...
 
 
Arizona Execution: Botched, or Predictable?
Arizona Execution: Botched, or Predictable?
My Facebook stream was alight last evening in the wake of Arizona’s two-hour execution of Joseph Rudolph Wood at the Arizona Prison Complex in Florence. Wood was sentenced to execution by lethal injection in 1991 for...
 
 
GM Profit Plunges On Recall Costs; $400 Million Set Aside For Victims
General Motors'  net profit in the second quarter was all but wiped out by the cost of recall-related repairs as the automaker sought to put the financial impact of a devastating safety issue behind it. GM earned $200...
 
 
'Angry Birds Transformers' Trailer Shows Toys In Action
'Angry Birds Transformers' Trailer Shows Toys In Action
Having had information about the toy robots and cars for Angry Birds Transformers I have been looking forward to seeing what the game looks like in practice. Today we got a step closer as Rovio released a game-play...
 
 
 

Latest from the Network

Conan O'Brien still rivals with Leno
Conan O'Brien admits that the feud between him and Jay Leno remains fierce. The bitter rivalry began in earnest in 2010 when, barely six months after replacing Leno as host of 'The Tonight Show', Conan was ousted from...
Read more on Celebrity Balla
 
Kerry Washington's 'hustle' before fame
Kerry Washington had ''serious hustle going on'' before she made it as an actress. The 37-year-old star studied for a degree in anthropology and sociology before pursuing a career in acting and she's revealed that...
Read more on Celebrity Balla
 
Russians 'gecko sex' satellite lost in space
Moscow, July 25 (IANS) A Russian satellite with a crew of five lizards sent in space to understand the effects of weightlessness on sexual intercourse has gone missing. The Russian satellite Foton-M4 was launched into...
Read more on Apple Balla
 
Noel Fisher thought Teenage Mutant Ninja Turtles was a dream
Noel Fisher thought he was dreaming when he was offered a role in 'Teenage Mutant Ninja Turtles'. The 'Shameless' star stars as mutant warrior turtle Michelangelo in the upcoming big-screen adaptation of the comic book...
Read more on Movie Balla
 
Canada announces sanctions against Russia, Ukraine
Ottawa, July 25 (IANS) The Canadian Government has announced new economic sanctions and travel bans against Ukrainian and Russian individuals and entities. "The sanctions imposed are against a broad range of entities...
Read more on Politics Balla
 
More child abuse cases in Australia: Report
Sydney, July 25 (IANS) The number of cases of child abuse in Australia have increased by 30 percent over a two year period, authorities said Friday. According to the figures from the Australian Institute of Health and...
Read more on Politics Balla
 
Breaking News: Hello Vino Is Amazon Fire Phone's Day One Wine App
Google has its wearables. Apple has its iPhone 6. And now Amazon has its Fire smartphone. Amazon also has the world’s first wine app to fully integrate into an online retailer’s own hardware, software, and inventory....
Read more on Apple Balla
 
Okay, so gender issues can be confusing (The Funny Side)
I was so outraged when an American friend said that Asian males were kind of "girly" that I almost hit him with my shoulder bag. But instead I just gave him a cold stare and turned back to my Hello Kitty collection....
Read more on Business Balla
 
Cafu offers to fill Brazil coaching role
Rio de Janeiro, July 25 (IANS) Brazil's 2002 World Cup-winning captain Cafu has offered to fill a coaching role under new Selecao boss Dunga. Cafu was an outspoken critic of the team during the World Cup and was...
Read more on Sport Balla
 
Commonwealth Games Day 1 medal standings
Glasgow, July 25 (IANS) England led the medal standings at the end of first day of the 20th Commonwealth Games followed by Australia and hosts Scotland. India was at the fourth position with two golds, three silvers...
Read more on Sport Balla