ServicePower is a player offering Field Service Management solutions (FSM, field service management). Despite his European origins, this actor remains relatively unknown in France. However, ServicePower is one of the big names in the sector, present in 36 countries, with more than 18,000 customers. The company has also been referenced for several years as a visionary in Gartner’s Magic Quadrant dedicated to the FSM.
ServicePower addresses above all (but not only) the market for the installation and after-sales service of home products, with its SaaS platform, which allows its customers to manage both their employees and their contractors. “A lot of vendors offer tools that can manage internal teams, but don’t take into account the particularities of third-party providers,” explains Neil Cook, vice president of customer services and support, ServicePower.
Another key element of this offer is the optimization of rounds: “using our platform increases the number of daily interventions by up to 45%”, confirms Neil Cook. More interventions, this also translates into faster incident resolutions and therefore a reduction in calls received at the after-sales center as well as an improvement in customer satisfaction.
The optimization of interventions brings other benefits, such as a reduction in trips made by technicians, estimated on average at 15%. A key element in reducing fossil fuel needs, the thermal car remaining the preferred means of transport for field teams. “Our tools help technicians to have the right parts available during their interventions, which again makes it possible to avoid certain unnecessary trips”, specifies our interlocutor.
The after-sales service, virtuous?
While the pandemic has not had a strong impact on the business of ServicePower customers, economic conditions, with the return of marked inflation, are pushing consumers to reduce their spending. “The trend is not yet very marked, but manufacturers are beginning to anticipate a drop in sales and an increase in after-sales service requests. »
Keeping devices around longer isn’t just good for the planet: it could be good for manufacturers, too. “Manufacturers used to delegate after-sales service to third-party companies, but they now realize that it’s an important additional revenue that can help support their growth and retain their customers. Many major manufacturers are in the process of reviewing their approach to after-sales service, by integrating the management of home interventions. They often opt for a mix of internal and external staff to provide this service. »
In May 2022, ServicePower announced the launch of its activities in France, which will allow it to reach a wider range of customers in France. In addition to after-sales service players, the company is also addressing more and more insurers offering warranty extensions, for which it is optimizing expert rounds. A very buoyant new market for ServicePower in the United States, but which should also find outlets in Europe.