BI for Services Business Performance

• Accurately understanding and benchmarking revenue and profitability;
• Gaining insights on where to focus to grow the Services business;
• Identifying which of the installed base is under service agreements and what the equipment variances are;
• Identifying service excellence across delivery teams to efficiently allocate resources;
• Providing relevant data to account teams and effectively communicating with customers;
• Linking equipment remote diagnostics data with other services-related data.

Oco provides a unique Services Business Performance Solution to help address these issues. The solution allows companies to easily access data from disparate planning and execution systems – services order management, field engineer scheduling, repair depot work-order management, intelligent device management (IDM), services supply chain, call center, and asset management – and utilizes best-practice analysis and reporting to uncover improvement opportunities.

Our pre-configured Solution includes a dashboard, key performance indicators (KPI’s), and a library of pre-designed reports with appropriate business hierarchies that allow users to “slice and dice” data along any conceivable dimension to gain insights into their business or to monitor services performance.

Empowering the Services Enterprise Management Team

Services Executive/Level Dashboard - Measure and analyze the critical business KPI’s and drill-down and across dimensions to determine priorities, focus operations, and help establish strategy.

Services Profitability - Visibility into Service Enterprise revenue and margin performance across regions, offerings, customers, market segments, service event type and contract types.

Account Management - Access all strategic account information in one place to facilitate account management and customer communication.

Spare Part Margins & Net Price Realization - Compare spare part margins and gain insight into adjusted margins for global customer agreements, concessions, discounting, and regional differences.

Inventory & Parts Optimization - Understand obsolescence performance, order-fill rate performance, excess and surplus inventory, and gain early visibility into items at risk of over- or under-pull.

Operational & Delivery Performance - Gain visibility to multiple views of Services operations and delivery execution (field depot, call center, tech support, repairs, account management, etc.) and facilitate internal benchmarking to identify performance improvement opportunities. Consolidate and analyze site and equipment maintenance spend profiles.

Modules and Sample Reports:

• Sales & Profitability - Assess business revenue and cost performance to facilitate leadership decision making, tactical execution, and long-term strategic planning & initiative formulation. 
  Sample reports:
  • Sales & Gross Margin (actual vs. plan and period over period)
  • Item Cost Productivity
  • Cash to Cash Cycle

• Services Execution - Identify your product’s total lifecycle cost performance, understand your team’s ability to serve the customer in a post-sales environment, and obtain visibility to services growth initiatives and offerings.
  Sample reports:
  • Service Revenue & Margin Performance
  • Service Agreement Coverage & Performance
  • Warranty & Concession Expenditures

• Asset Management - Maximize the efficiency of your sites and utilization of your equipment assets through maintenance cost reduction and quality services.
  Sample reports:
  • Equipment Maintenance Spend
  • Maintenance Spend by Service Provider
  • Service Provider Delivery Performance

• Inventory - Gain control of your supply-chain and ability to meet customer commitments by optimizing inventory.
  Sample reports:
  • Raw Material Inventory Analysis
  • Order Fill Rate
  • Out of Stock Parts