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1、WHITE PAPERHow Do Intelligent Enterprises Like VINCI Energies Transform Their Service Business?But making accurate forecasts about machinery and asset uptime requires the complete harmonization of data systems.So how can already understaffed FSOs enable their different systems to communicate and ex-

2、change information to increase efficiency and customer satisfaction while also making the lives of field techni-cians a little easier?VINCI Energies has reimagined its field service opera-tions with a simple,intuitive,end-to-end service man-agement solution that delivers service precision,lowers cos

3、ts,and improves sustainability by predicting what work needs to be done,then mobilizing efficient service delivery.ContentIntroduction2Conclusion15The VINCI Energies Transformation Project3Chapter 1Why Digitally Transform Services Now Like VINCI Energies?11Chapter 2IntroductionThe need for field ser

4、vice organizations(FSOs)to become data-driven and customer-centric has supercharged the industrys shift toward predictive maintenance.COPPERBERGHOW DO INTELLIGENT ENTERPRISES TRANSFORM THEIR SERVICE BUSINESS?The company builds on its decentralized organizational structure with local roots through it

5、s 1,800 business units,each specializing in a specific business segment to pro-vide personalized services to its customers.Together,they form a network with multiple areas of expertise that they harness in line with each projects requirements.Taking a partnership-based approach at the local level is

6、 what enables the company to create value.However,the same approach has created unique harmonization chal-lenges regarding operational tools and processes for one of the companys four global brands dedicated to facility management.The need for a modern and end-to-end solution for the company was dri

7、ven by the lack of scalability and perfor-mance issues created by its aging digital solution.Like-wise,local initiatives led to a galaxy of tools for managing the same processes for the same customers,resulting in several different ways of doing the same thing and double entries which caused system

8、issues,increased predispo-sition to human errors,and loss of time and productivity.Taking a part-nership-based approach at the local level is what enables the company to create value.CHAPTER 1The VINCI Energies Transformation ProjectVINCI Energies creates bespoke multi-tech-nical solutions and servi

9、ces for energy,trans-port,and communication infrastructure,as well as buildings,factories,and IT systems.HOW DO INTELLIGENT ENTERPRISES TRANSFORM THEIR SERVICE BUSINESS?4THE VINCI ENERGIES TRANSFORMATION PROJECTVINCIs 3 main drivers for SAP integrationNeed for modern end-to-end solutionAbility to dr

10、ive activity through dataHarmonization of maintenance processes and best practices 1 2 3 The myriad of different data models stemming from this disparity made it impossible for the company to consol-idate its data for analysis and actionable insights.VINCI tweaked its model to establish a single sou

11、rce of truth and thus facilitate a shift toward predictive maintenance.But before predictive maintenance could become a fully realized dream,the company also needed to harmonize maintenance processes and identify best practices.A unified approach internally and externally for the cus-tomer was neede

12、d to ensure business continuity under the best possible conditions.And so,the company initiated the Looma transformation project in 2020,starting with a three-month solution and integrator selection process that concluded with a final decision to partner up with SAP.By 2021,VINCI went live with the

13、SAP Field Service Manage-ment solution,which consisted of:5 SAP Fiori applications 1 Customer portal 2 Mobile applications 93,687 Lines of code 167 Customer interfaces 47 Involved VESI personsAnd by 2022,the solution was rolled out to:73 Business units 4,000 Technicians 600 Managers 100,000 End cust

14、omers 4M Equipment With SAP integration,VINCI Energies developed both a corrective and preventive process to optimize field service delivery.To intervene and correct an incident when it hap-pens,the company offers its customers multiple options to create a ticket.They can do it by reaching out to th

15、e FSO,via a mobile app or web portal,or using their own external COPPERBERGHOW DO INTELLIGENT ENTERPRISES TRANSFORM THEIR SERVICE BUSINESS?6THE VINCI ENERGIES TRANSFORMATION PROJECTVINCIs corrective processVINCIs preventive processTicket creation by customer,VINCI,and through customer interfaceMaint

16、enance plan creation with task lists through SAP S/4HANAAnnual load balancing through SAP S/4HANADispatching through SAP FSMMaintenance creation with task list through SAP FSMIntervention enabled by SAP FSMDispatching through SAP FSMIntervention enabled by SAP FSM 1 1 2 4 3 5 2 3 ticketing tool via

17、their customer interface.In every case,the operation is done directly in the field service manage-ment(FSM)system,prompting the manager to allocate the right field service technician to the right work order.From both the customers and technicians perspectives,the process is fully streamlined by the

18、SAP solution.But 80%of VINCIs customers prefer the preventive pro-cess over the corrective process due to its potential for longer-term optimization.The preventive process consists of creating task lists and a maintenance plan in the SAP customer service model.This informs application develop-ment t

19、hat allows customers to do an annual load balance and provides visibility into the weekly workload.The ser-vice order is likewise created in the FSM system alongside a customer interface to enable ticketing and provide the field service technician with their task list.And a similar process is set in

20、 place for dispatching and intervention in the SAP FSM solution.COPPERBERGHOW DO INTELLIGENT ENTERPRISES TRANSFORM THEIR SERVICE BUSINESS?8THE VINCI ENERGIES TRANSFORMATION PROJECTVINCIs 4 tips for transformationGovernance can pose quite a challenge,so always differentiate what you can do and what y

21、ou should do.Harmonizing processes with solid governance and a solution that is scalable and can answer the needs of all business units is much easier.Change management is essential.Preparing for a quick rollout involves a network of product champions in all business units to conduct training and fu

22、nction as the first tier of support for the people.1 2 Design must be driven by processes,not tools.It is impossible to copy and paste processes from the old system into the new one,so optimize them for a more scalable,long-term operational model.Pick proven partners with the right knowledge and the

23、 right technology.If a solution is scalable,it can answer todays and tomorrows needs.SAP is a sustainable SaaS solution that can be scaled up when your company is ready from a business point of view.3 4 COPPERBERGHOW DO INTELLIGENT ENTERPRISES TRANSFORM THEIR SERVICE BUSINESS?910CHAPTER 1THE VINCI E

24、NERGIES TRANSFORMATION PROJECTFor FSOs that make digital transformation an executive pri-ority,service innovation can create significant benefits.Servitization and connected technology for customer service excellence One of the main drivers of service innovation is the gradual transition from produc

25、t to service offerings.Companies have servitized their businesses using IoT-enabled and AI-powered technology that opened the door to new ser-vice offerings and outcome-based models.These models include performance measurements and trackable SLAs that reassure the customer and offer FSOs better visi

26、bility into their equipment performance.Having One of the main drivers of ser-vice innovation is the gradual transition from product to ser-vice offerings.CHAPTER 2Why Digitally Transform Services Now Like VINCI Energies?Service should no longer be seen as a costly afterthought or a painful necessit

27、y but rather as a differentiator and source of growth.HOW DO INTELLIGENT ENTERPRISES TRANSFORM THEIR SERVICE BUSINESS?12WHY DIGITALLY TRANSFORM SERVICES NOW LIKE VINCI ENERGIES?better visibility means that FSOs can see what needs to be addressed before uptime is compromised,creating the possibility

28、to improve performance and extend the equipment lifecycle with predictive service.Improved planning,scheduling,and technician efficiency SAPs FSM solution enables FSOs to dispatch the right field agent to the right customer site based on their abilities to successfully complete a task upon the first

29、 visit,thus improving the first time-fix rate(FTFR).FSOs can also use the tool to optimize resources by sched-uling appointments and distributing skilled workers,thus decreasing the pressure put on field technicians on the job.Considering the workforce crisis and the shrinking talent pool,any effort

30、 to minimize stress can have a significant positive impact.And field agents will not be the only ones experiencing a positive change.The environment likewise will benefit from minimized vehicle usage and more sustainable field service practices empowered by AI and SAPs technology offerings.On-demand

31、 scalability and integration with a modular approach SAPs FSM solution is scalable and offers features and capabilities that can be tailored to an FSOs specific needs and digital maturity.It streamlines field service operations,with benefits experienced on both ends by customers and field technician

32、s.Customer requests submitted via a self-service portal or mobile app can be processed either automatically,semi-automatically,or manually leveraging AI-based scheduling and optimization for easy job planning and dispatching.The crowd portal supports access to both internal and external workforces,s

33、o FSOs can easily guide technicians through their workflows,and effortlessly manage partners and subcontractors who can also use their mobile apps to document their on-site work and report it in the system.Additionally,the FSM software offers different levels of customization such as business rule a

34、nd automation,which VINCI Energies leveraged successfully.Likewise,integration with CRM and S/4,to name a couple,make it easy to implement.Although it can run on its own,the main benefit is that it can become an integrated system that simultaneously covers maintenance optimization and spare parts av

35、ailability to ensure that SLAs are respected.Field agents will not be the only ones expe-riencing a posi-tive change.COPPERBERGHOW DO INTELLIGENT ENTERPRISES TRANSFORM THEIR SERVICE BUSINESS?1314CHAPTER 2WHY DIGITALLY TRANSFORM SERVICES NOW LIKE VINCI ENERGIES?In an industry challenged by macro-envi

36、ronmental changes,skills shortage,and evolving customer expec-tations,field service is experiencing a shift toward a new hybrid model in which both online and offline assets are equally important.FSOs are now looking for profitable ways to distribute their resources as cost and time-effi-ciently as

37、possible.And so,service is increasingly seen as a profit center rather than a cost center.Through service innovation,much can be accomplished by forward-thinking FSOs1:35%rise in service profitability 75%reduction in paper-based quality control 30%increase in NPS score 56%increase in remote resoluti

38、on 30%reduction in warranty claimsBy digitalizing operations and replacing manual and paper-based processes,the amount of remote resolu-tion can go up,minimizing the need for dispatching field technicians,increasing the possibility of delivering faster and smarter service to expecting customers,and

39、access-ing new revenue streams that would otherwise become missed opportunities.ConclusionField service transformation is the key to continuously delivering customer experi-ences that inspire loyalty and grow revenue and margins while reducing the environ-mental impact.1 SAP customer performance ben

40、chmarkingHOW DO INTELLIGENT ENTERPRISES TRANSFORM THEIR SERVICE BUSINESS?16CONCLUSIONAboutCopperbergHerbert Spencer once said:“The great aim of education is not knowledge,but action”.Copperberg creates physical and digital platforms bring-ing together the manufacturing community in order to grow and

41、 build relationships globally.During the recent global pandemic,we have been focusing on virtual events and digital contentensuring our community remains con-nected.So,how do we actually do that?On a daily basis,we work hard to improve,develop and innovate our concepts and original content in order

42、to ensure the best hands-on,real-life strategies for all our community members.Our ambition is to provide ideas,networking,and industry exchange between peers,that inspires and leads to AboutSAPSAPs strategy is to help every business run as an intel-ligent enterprise.As a market leader in enterprise

43、 appli-cation software,we help companies of all sizes and in all industries run at their best.Our machine learning,Internet of Things(IoT),and ad-vanced analytics technologies turn customers businesses into intelligent enterprises.SAP helps give organizations deep business insight and fosters collab

44、oration that helps them stay ahead of their competition.Our end to-end suite of applications and services enables business and public customers across 25 industries globally to operate profit-ably and adapt continuously.With a global network of customers,partners,employees,and thought leaders,SAP helps the world run better and improve peoples COPPERBERGHOW DO INTELLIGENT ENTERPRISES TRANSFORM THEIR SERVICE BUSINESS?1718ABOUTABOUT