Today, the customer is well and truly king. And their service demands reflect their growing power, with the vast majority expecting companies to respond and interact with them in nothing less than real-time.
For manufacturers everywhere, this means pulling out the stops to maximise the productivity – and capabilities – of their service teams, meaning greater operational efficiencies, and ultimately better customer service.
But, as our recent research report shows, many manufacturers are rising to the challenge. Over the last 24 months, two-thirds have upped the budgets of their service teams – and even more (69%) are forecasting an increase in the coming two years.
In their drive to deliver the kind of service that customers expect, and competitors can’t match, top manufacturers are harnessing three major tech trends…
1. Productivity-boosting trend #1: Mobile
Nothing boosts productivity like giving service teams a comprehensive, up-to-date and easy-access view of every customer and their product information. Nothing, except giving them that view, whether they’re sat at a desk, at a motorway services, or with a customer, resolving their issue face-to-face. If providing fast answers and real-time insights for every team member is a priority (and how could it not be?), then having best-in-breed mobile customer service apps is they only way.
Top performing manufacturing service teams are 1.9x more likely than their underperforming peers to have that comprehensive, up-to-date view. But they’re also 2.2x more likely to equip their agents with mobile apps.
Those that do are clearly seeing the impact on productivity – 69% agree providing mobile apps accelerates service resolution.
Boosting Service Productivity at Coca-Cola Enterprises
Serving eight territories in Western Europe, Coca-Cola Enterprises (CCE) is one of the world’s largest Coca-Cola bottlers.
CCE has succeeded in driving service team productivity with the support of a mobile app developed on Service Cloudand the Salesforce Platform. As Kemal Cetin, an IT Vice President at CCE, explains:
“The app makes it easier and quicker for service technicians to retrieve their work schedules and log activity updates in real time, which means they can respond to more customer requests in the same timeframe. This is a crucial capability as CCE expands its Equipment Service offering to a broader customer base.”
2. Productivity-boosting trend #2: AI
Delegating tasks has always been a way to get more done in your day. But now, top manufacturing services teams are delegating to the machines.
From case classification and intelligent routing to forecasting resolution time and service capacity, there’s a host of ways in which AI can help customer service teams move faster and smarter.
Today’s highest performing teams are 2.1x more likely to excel at using AI right now, and they’re also the ones with the vision to see its ultimate potential – 3.3x more likely to say AI will have had a transformational impact on their service organisation by 2020.
AI in action at Kone
At Finnish elevator and escalator manufacturer KONE, predictive intelligence is revolutionising how KONE monitors and maintains customer’s equipment. In future, that equipment data will be routed to Salesforce Service Cloud, to create work orders for service and possible repair, making systems more proactive, not reactive.
AI can anticipate faults before they even happen, automatically flagging to a customer service agent or service engineer to resolve the issue, supporting faster, better informed, customer interactions.
3. Productivity-boosting trend #3: IoT
Connecting your products and service teams can be a massive productivity win.
When the industrial washing machine you made reports a fault of its own accord – before that fault can develop into a full-blown breakdown – everyone feels the benefits. Your customer barely feels the disruption, and your service engineer has a much quicker fix, and can move onto her next job in no time at all.
It’s unsurprising then, that more and more manufacturers are deploying connected devices, and embracing more predictive, proactive service. Are talking elevators a sign of things to come?
The trend is clear, and meteoric:
- 27% of manufacturing services teams used IoT in 2015
- 58% used IoT in 2016
That’s 119% growth, in just 12 months. And when you look at the results manufacturing services teams are seeing with IoT, the rapid adoption is easy to understand. At least two thirds of teams using IoT say it’s very beneficial to predicting customer needs and offering proactive service.
Boosting service productivity at Zero Motorcycles
Zero Motorcycles – the industry leader in high-performance electric motorcycles – is one manufacturer that’s using connected products to revolutionise service delivery.
If an owner finds they’ve a mechanical problem, Zero’s service agents are able to access key data and diagnose the issue, wherever the motorcycle is. The result? 50% faster response for emergency service, and a 25% reduction in support tickets.
Discover how else manufacturers are revolutionising service…
Download our special report, Revolutionising Customer Service in Manufacturing, and get a whole world of additional insight – based on interviews with nearly 300 manufacturing service leaders. You’ll learn how Sales and Service teams are joining forces to deliver unified, personalised experiences – and the most common obstacles standing in their way.
Fuze, the leading cloud-based communications platform provider for the modern global enterprise, today published a new global study, which reveals that employees no longer want set working hours, office walls, or company structures. Instead, workers are adopting a ‘work-as-a-service’ approach, switching into and out of “work mode” at the touch of a button and at the times and locations that suit them.
The Fuze report, “Workforce Futures: The role of people in the future of work,” incorporates a global survey of 6,600 employees working in enterprises of more than 500 people from Australia, Canada, France, Germany, the Netherlands, Scandinavia, Spain, the UK, and the USA. The survey results present unique insights from international academics, futurists, and industry evangelists.
It reveals that while 66 percent of workers don’t feel pressured to work outside of their contracted hours, 73 percent prefer to do so because it is when they are more productive. Nine out of ten employees also believe that flexible hours should be a workplace norm rather than a benefit. For more than half of employees, this issue is so important that they would rather quit their jobs than lose the ability to work flexibly.
“The communications and collaboration market is experiencing a major shift in digital transformation. Our research has uncovered this shift, which is set to shape the future of work as digital workers break free from rigid hours and move fluidly in and out of ‘work mode’ at the push of a button,” said Colin Doherty, CEO, Fuze. “For enterprises, this is about allowing employees to work when they are the most productive and giving them every opportunity to balance personal commitments and attain a work-life balance. Enabling employees to work when and where they want, while equipping them with the right technology, results in a happier workforce with low churn and high-performing teams.”
The Fuze report uncovered three key trends:
- Rejection of rigid and standardized hours
Nine out of ten workers would like flexible work hours, while 69 percent want compressed hours (working their contracted hours over fewer days) or annualized hours (working a set number of hours over the year, but with flexibility over when they work them). More than half of employees (57 percent), also said they would prefer a job with no set hours, while 36 percent find the idea of a short-term or freelance contract appealing.
- Family and wellbeing are a priority
Nearly all the workers surveyed (95 percent) say that work-life balance is an important factor when searching for a new job. Forty-three percent agree that ‘improved wellbeing’ is a key reason for wanting to work in a more flexible way. Over a third (37 percent) would like greater flexibility in order to take care of parental or familial responsibilities.
- Executives must champion flexible work approaches
Being able to work flexibly, at times and in locations they choose, is important to 87 percent of workers. In addition, 84 percent believe that they could work productively outside of the office if they were given the right technology. As it stands, 44 percent believe that this type of working environment isn’t championed by executives and 38 percent say are not equipped with the technology they need to work effectively outside of the office.
“The very nature of work is changing with significant growth in non-routine work over the last 30 years—especially project work—coupled with the technology-accelerated pace of business,” said Sophie Wade, Workforce Innovation Specialist, Flexcel Network. “This is dramatically changing employers’ emphasis on their talent and their need for workers to be flexible and adapt to the evolving marketplace. Leading corporations are recognizing that to achieve greater employee responsiveness, they must engage workers more, and discover when, where, and how they work best, as well as promote open mindsets. Increasingly aligned with employees’ desires for new ways of working, competitive employers are seeking to discover each person’s optimal work conditions so they can be as productive as possible.”
For the full report: “Workforce Futures: The role of people in the future of work”, along with the infographic and video, please click here.
Fuze is a global, cloud-based unified communications platform that empowers productivity and delivers insights across the enterprise by enabling simplified business voice communications, flexible video conferencing, and always-on collaboration. Formerly ThinkingPhones, Fuze allows the modern, mobile workforce to seamlessly communicate anytime, anywhere, across any device. Headquartered in Boston, MA, Fuze has additional locations including New York, San Francisco, Seattle, Ottawa, London, Amsterdam, Aveiro (Portugal), Madrid, Paris, Munich, Zurich, Copenhagen, and Sydney. For more information, visit www.fuze.com.
You know the feeling: Someone on your team announces at the staff meeting that she’s leaving the company for a new job.
You’re happy for her. Really. But you’re also thinking about the extra work, interviews for a replacement, and general stress that’s about to come your way. And in a few months, you know you’ll soon find yourself at yet another farewell event as someone else moves on to new opportunities.
And there’s a deeper level of dread, too. Because while losing your work friends is tough, this constant turnover has an even bigger impact on how teams function.
Turning over teams
When enough people leave, it can suddenly feel like a brand new team. No one remembers what the company did for that campaign four years ago, because everyone who worked on it is long gone.
In today’s work environment, this type of turnover is becoming more and more frequent. It’s not uncommon for workers to put in a few years before moving on. And we’ve all read those articles about the ‘job hopping’ ways of millennials, suggesting that this trend will only intensify in the future. Add in a revolving door of contractors and freelancers, and the whole thing starts to get pretty messy.
Adding up lost work and time
There’s an old saying that ‘you can’t take it with you when you go.’ But we all know that departing employees take a considerable amount along with them as they head out the door—experience, previous work, culture. That’s because in today’s economy, people are the company. They bring the innovations and the ideas, they build the product and craft the marketing campaigns. So when they leave, it’s as if they’re taking a little slice of the business with them.
Between documents spread out on shared drives and files buried in personal desktops that get wiped when employees leave, the past work we need access to is scattered to the digital winds. (And that’s assuming the knowledge was ever written down in the first place.) We can try to quantify it—some estimate that we spend 2.5 hours a day searching for information at work—but it’s hard to capture just how much wasted time and duplicated work is caused by the struggle to preserve knowledge across teams and time.
Building a system that preserves knowledge
“INVEST IN PEOPLE LIKE THEY WILL STAY FOREVER. BUILD SYSTEMS LIKE THEY WILL LEAVE TOMORROW.”
So with this rate of turnover and loss of knowledge only set to increase in the future, what can teams do to build continuity as individuals come and go?
Carmen Sample, an entrepreneur in the restaurant and retail space (industries notorious for their high-turnover rates), has an interesting perspective: “Invest in people like they will stay forever. Build systems like they will leave tomorrow.”
Having the right systems and tools in place can help you bridge the gap when employees and teammates leave for new opportunities. And with the introduction of Spaces, Evernote Business is up to the job.
With Spaces as your information hub, you can ensure that no matter the team or project, knowledge won’t leave when employees do. Every team’s work stays (and stays searchable), so your best work is never lost.
Here are five ways your team can use Spaces to make sure previous work is always at your fingertips:
1. KEEP YOUR WORK IN A SPACE.
That thing that only you know about the project you’re working on? It’s locked away in your head unless you write it down somewhere. Practice what you preach and be kind to your future self (and future colleagues) by making sure all the things you’re working on are saved and easily discoverable somewhere in a space. Move archived notebooks over and be sure to create spaces for new projects or teams. You can also integrate with Google Drive, Slack, and Salesforce to make sure you’re really capturing it all for posterity.
2. BUILD OUT SOME GROUND RULES.
Agree as a team on how you’ll use Spaces, laying out a team ‘charter’ that will be clear to new teammates as well. For example, consider making as many spaces as possible viewable to the whole company, that way it will be even easier for anyone to see what you’re working on. Also make sure to create naming conventions and standards, such as beginning all marketing space names with ‘MAR-’ or relabeling a space as ‘Archive’ when a project is completed.
3. SEARCH THE SPACE DIRECTORY.
Your first stop when searching for past work should be your team’s Space Directory. It helps ensure that you can get to your team’s best work, whether it was done last week or last year. Tap into this collection of collective knowledge by searching for a term, such as ‘marketing campaign,’ and then join or request access to relevant spaces.
4. EXPAND AND VIEW AT A GLANCE.
When there’s lots of previous work to dig through, it can take some time to get at what you need. Now you can quickly glance through all the notebooks in a space, expanding to scroll through notes without having to individually click and search through each notebook.
5. CREATE ONBOARDING AND EXIT PROCESSES.
When onboarding new teammates, make sure to give them training on how to properly share their work and search for related information with Spaces. On the flip side, consider asking departing employees to organize and preserve their work before they go, moving it into spaces and setting permissions appropriately.
Ensuring you can easily tap into the efforts of past, present, and future employees mmeanthat your team will always be able to get to their best work—no matter when it was done or who did it.
Deploying automated document generation in Salesforce used to be a time-consuming ask, especially with more complex template layouts that have elaborate graphics and tables, and that need to support different use cases and workflow logic.
But no longer – if you have a modern online template design tool in place. In this article we explain, how Documill Dynamo document generation app for Salesforce helps make things smooth. Read on and learn, how to make the creation of even advanced designs fairly painless in Salesforce.
Quicker template creation with MS-Office-like user experience
The standard edition of Documill Dynamo comes with an online editor that offers an MS-Word-like user experience – with the upside that it can be used with Windows and Mac (and even Linux) computers.
Figure 1. Documill Dynamo online template editor
An extensive set of formatting features is available to you when creating a template, whether it is about setting or blending font sizes and colors or defining line spacing, margins, text areas and so on.
The real benefit of automated document generation is, of course, that when a user initiates document generation, any data in Salesforce can be dynamically fetched to a predefined field in the document so that it is up to date and correct. For this purpose, the online editor allows you to select any Salesforce field and simply drag and drop it to add it as a dynamic field in the document.
Figure 2. Drag and drop dynamic fields anywhere on the template
Flexible graphic design
As for visuals, they can be placed anywhere in the template: also in the background of the text or to decorate whole document pages.
The graphics can be directly inserted into the template or merged as dynamic elements that link to a database. While the former solution is fine for items such as company logos, which are rarely updated, the latter one works well for dynamic graphics like, say, personal sender signatures and product pictures.
Figure 3. Documill Dynamo supports high-quality graphics
Many options for content creation and reuse
In terms of adding text to templates, Documill Dynamo offers a variety of options.
Quick solution: direct to template. You can simply write all the text you have directly on one template from beginning to end and add fields for Salesforce data. This can work well as a quick and dirty solution for creating any document. However, it is a truly feasible option only for producing simple, short documents because of limited possibilities for content reuse.
Versatility with clauses. You can also create parts of the document text as separate snippets, called Documill Dynamo Clauses, store them in Salesforce and link to them from the document you are creating. This way, you can create a library of short texts to be used in multiple documents. All at once, content updates become much easier to make: you change a detail in a snippet once, and any document that will feature it will have the updated content.
Effectiveness with Excel data source. In a custom edition of Documill Dynamo, Excel can be productively used as a database for dynamic content in a document. However, since Excel offers only limited text formatting options, you may have to settle for a more Spartan layout.
Flexibility with hybrid. While versatile, this option is also easy to put to good use, if you are a Windows user and choose a custom edition. You can simply use together all the methods above when making a template and treat each part of the document in the way that works best for you.
Different document variants for different use cases
Do you need, say, three different variants of the same document, long, medium and short, for different uses? Here is what you can do with Documill Dynamo:
- Create three different templates that use shared building blocks. Content updates remain easier, and Documill Dynamo allows you easily to set up a form that lets your users choose the right template each time with a click of a button
- Give users options to add attachments. If you want to give your users a little more choice, you can create parts of the document as separate HTML or pdf attachments. Using Documill Dynamo’s forms, you can allow your users select the appropriate ones for each customer and case (see the figure below).
Figure 4. Select attachments to a document with a few clicks
Take care of content management
Are there any key considerations when deciding between the options above? Here is one: be careful with database and source file management: the more you have sources, the more complexity you will encounter in maintaining them.
So better organize all files well right from the start and keep it that way. Documill Dynamo allows you to simply store everything in Salesforce and make the best use of its version control feature, which Documill Dynamo fully supports.
The “Customer Spotlight” series shines a light on the customers that are accelerating their business processes with DocuSign’s electronic signature platform.
Founded as an executive search company in 1992, EclectiC has become an international staffing company, focusing largely on senior IT and business professionals for project assignments and interim management roles.
Director of Operations and HR Stephanie Hain talked to us about how EclectiC is using DocuSign to enhance the company’s effort to comply with the GDPR ahead of the May 25thenforceability date.
Stephanie, can you provide an overview of EclectiC?
EclectiC International Consulting has been in the market for 25 years now. We provide IT staffing to corporate clients that are typically based in the Netherlands, with an international decision-making centre for IT hiring.
We have 180 consultants in the market, including our own and independent consultants too, which we can hire for clients’ projects. That means we have many contracts, assignment confirmations, NDAs and user allowances that need to be signed. Therefore, we handled a lot of paperwork before working with DocuSign. We’ve been a DocuSign customer for about four years now.
How does EclectiC approach data privacy and security?
For us, it has always been a very important topic as we handle personal data. So, when the topic of data privacy and the GDPR came up a year or two ago, we thought about how we should address the regulatory objectives. It’s not just about how we gather data, but also how we share data with our clients. We, of course, do this with their permission, but we have to keep them updated.
Looking at EclectiC’s GDPR compliance story, we had to find a practical approach. I conducted an analysis of the business’ data storage and flows, including where the data goes and who is aware of that. I have developed procedures in case there is a data leak, or a hosting partner does not have the right security, or if a laptop goes missing, for example. We checked with all of our suppliers that we share employees’ data with and any third party we are working with to check if they are compliant with the GDPR.
The last bit we needed to take care of was the data transfer, which typically occurs when we introduce candidate CVs to our clients. We considered encrypted software and then I realised we already have the solution in place. We have DocuSign. The data is encrypted and safe and stored in a European data centre. Rather than receiving an email with an attachment, recipients receive a link to sign a document, and we can make sure it can’t be printed or rerouted.
In order to make sure everyone is aware of this, we created a cover letter to accompany CVs so that the recipient signs, confirming that it contains sensitive data that needs to be treated in compliance with the GDPR.
Are you seeing the GDPR as an opportunity to reconnect with the people you serve, to be transparent and build trust?
You need to make the story positive. It is a headache as you have to do a lot, and the biggest problem people face is knowing where to start; there is no given structure that you can just adapt. You have to start from scratch.
But on the plus side, you have a topic to talk about with the people you’re approaching. You can ask if they are aware of the company having their data and present yourself as a serious party. In our industry, data is crucial. We have a lot of players who all seem to do the same, but you can differentiate yourselves. This is an opportunity to build a reputation as a serious player and to make sure you do your best to protect personal data.
Are you working with internal teams to address compliance?
We don’t have a formal ‘GDPR team’, but rather a group consisting of the IT manager, the owner of the company and myself. We’ve formalised the process and documented it. I researched the regulation via reports and webinars specific to our industry and began the documentation. While doing that, I recognised the gaps we had and how to address them.
As you’re evaluating the vendors you currently work with and will work with in the future, what’s important to you and EclectiC?
For us, it’s important that vendors take a serious approach to data privacy. We want to make sure that data is protected. It’s unlikely we’ll be getting audited on the 26th May, but if we do, we will be able to demonstrate that the company is doing its best to protect the data it holds.
Are there any specific DocuSign features that you’re utilising to demonstrate compliance?
The Certificate of Completion is very important to us in providing an audit trail. In our case, this will include a cover letter that has been digitally signed by our data subjects to show that they understand how EclectiC will handle their data in line with the GDPR regulation.
What advice would you give to anyone looking to implement digital tools to become GDPR-compliant?
First of all, review the tools you have. We were evaluating complex software solutions, when in fact we had the solution already. There are very simple solutions out there without the need to implement expensive and complex solutions.
What are the next steps for EclectiC as we approach the deadline?
We need to finalise our policies and documentation and ensure our partners and suppliers have GDPR policies in place. We will also be running an internal workshop to make everyone aware of the regulation and the work we’ve done to be compliant, and show what the workflows will be in the future using DocuSign.
The Market for Enterprise Apps
Today, there are currently well over two million apps on the Apple App Store (and similar figures for Google Play), with this figure predicted to reach five million by 2020. All of these apps are built for a mobile first experience – whether it is a smartphone or a tablet device.
The consumer world has led the way in innovation in apps since the emergence of the smartphone. While a majority of apps on the market are gaming apps, a large proportion of mobile apps now fall into the category of enterprise and productivity apps. And within this category, a huge selling point is mobility and being able to effectively run your business from your phone.
Let’s take a look at some of the biggest benefits to mobility with enterprise apps:
1. Usability and intuitive user experiences
When Sir Jonathan Ives first designed the iPhone, he undoubtedly crafted a beautiful product. The iPhone was a tour de force in technology and design. Consumer apps followed this trend. Enterprise apps have caught apace with the consumer world, forging a reputation for excelling in user experience design and simplicity – and yet still offering a breadth of functionality.
And with this, they have managed to fundamentally change the way businesses operate with the increased productivity seen through mobile apps. Their ease of usability has enabled the use of smartphones and tablets in the workplace to become ubiquitous in everyday work use-cases.
2. Less reliance on being tethered to the desk
The first enterprise companies to go mobile offered scaled-back versions of full desktop solutions. But what may have started out as simple email-based mobile apps for enterprises now offer entire enterprise solutions available for use on a smartphone.
Looking at one example of mobility within enterprise apps – field service solutions – have transformed operational efficiency and service capabilities for a range of industries. Solutions like these can be applied to financial services, professional services, telecommunications and many more.
They offer a range of in-the-field functionality that a desktop solution would not have offered – location based services, real-time dispatcher information, scheduling, and fleet management.
3. Enhanced service capabilities for a range of industries
Business models and value adding services can be built on top of a mobile-first mindset, acting as a source of competitive advantage. Consider how some of the most innovative companies in the world use mobile apps as a core part of their business model and offering.
- Facebook and their various apps Messenger, Facebook, Whatsapp, Instagram
- Uber and the primary shop window into their business being their mobile app
- Airlines and mobile apps becoming the primary medium of communication with passengers
4. Operational Efficiency
A solution that is built with a mobile user experience in mind can often bring an improvement in operational efficiencies. In the past user experience was an afterthought when enterprise solutions were translated across to a mobile devices.
This is essentially a paradigm shift in the architecture of enterprise solutions. The era of digitisation has led to new ways of introducing operational efficiencies.
For example, rather than just digitising existing processes, companies should use the opportunity of embracing mobile apps as a catalyst for re-considering entire workflows. And ultimately, making mobile and a user-centric strategy central to this.
5. Ubiquity of Mobile in the Workplace
A business that is equipped with mobile compatible enterprise solutions will quickly see how ubiquity brings some of the aforementioned benefits.
Everyday small tasks to business critical processes are bettered. From simple productivity tasks to field service management and value-added services for customers. In our personal life, people rely on mobile apps as though they are crutches to lean on to do day-to-day tasks.
The enterprise world exhibits the same behavior. It’s up to you to decide how to harness the potential of mobility and fully realise the value it offers.
Make your apps happen, today.
The future of app development is here – and it’s for everyone. Read How to Find the Right Platform for Building App e-book for a deeper dive into the limitations of traditional app building platforms, and discover how building on the Salesforce Platform can provide a better way.