In the second podcast in this 3 part series, we will be looking into the topic of:
How the digitisation of the industry is demanding for companies to utilise cloud-based digital management applications to meet customer needs.
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Transcript
Welcome back to another Nilfisk podcast where we uncover new and upcoming trends in the professional cleaning industry, and how it’s affecting us all. I’m Shaun Fitheridge and Joined with us again today is Nilfisk Service Director Martin Chambers.
So Martin, last time we were discussing why customers would want a service contract whilst touching on what Nilfisk has to offer with its energy-efficient machines and contemporary methods of lowering the total cost of ownership.
To continue, with all these new technologies emerging and with Nilfisk pioneering the professional cleaning industry into the digital age, what are the benefits of taking a service contract with a strong provider like Nilfisk?
Well, firstly many customers are extremely price conscious for valid reasons already stated in our previous session. So, we listened to our customers and put together a flexible solution that could suit all companies large or small. We want to ensure that we can provide top quality service solutions no matter what a company’s budget is, as we understand that the longevity of a machine’s performance means so much more now than it ever did.
Alongside Nilfisks large network of field service engineers you mentioned in our last session, right?
Of course, with our strong network of field service engineers, we can react quickly and efficiently throughout the UK. We have the largest network of engineers in the industry and overcompensate in this area to ensure that all our customers experience a minimum of downtime. We want to be able to service all our customers in an agile and effective manner that gives them a positive experience and ongoing customer journey.
I also believe that Nilfisk service engineers have access to Service Max. Which has been integrated into your customer relationship management system Salesforce and can allow service engineers to plan and optimise their work days to increase daily fix rates.
Can you enlighten us to what benefit Nilfisks cloud-based field service operation system Service Max enables for customers?
In my opinion, the biggest benefit, from a customer perspective, is that they will experience faster fix rates, less downtime and a streamlined process. Ensuring that getting your machine back up and running is easier than ever before, and with a reduced time frame.
So, to continue Martin, can you explain to us how Service Max is changing and, disrupting the playing field, and how Nilfisk are using it to leverage quicker response times with the touch of a button?
Well, since working with ServiceMax, this cloud-based application has allowed Nilfisk technicians secure access to customer information 24/7/ 365 days a year on any device from anywhere. And with the seamless integration of ServiceMax into our Salesforce CRM system, this has provided a 360-degree end-to-end view of our customer relationships, including insight into products, contract management, history of scheduled maintenance, parts and machines that the customers own, as well as the ability to streamline customer interaction and standardise processes. Not only that but with the predictive maintenance software that also works in union, Service Max is powering the future of service, improving the overall customer experience through better insights, enhanced fleet management capabilities, and faster response times to breakdowns.
Now, this is very much aligned with what you quoted in an earlier interview.
“ServiceMax gives us a standardised system for implementing new service offerings, benchmarking, and reporting on KPIs, as well as tight supply chain integration. This means we can increase first-time fix rates, remote assistance and provide a data-driven, real-time product quality feedback loop.
Yes, ServiceMax also provides the ability to reduce costs, increase technician productivity, streamline van stock management and inventory with back-office processes, which delivers consistency across our global reach and sharpens our competitive edge. It now also has the capability off logging the progress of a job and notifying the customer by email when it is passing through key stages in the repair process.
Big data, connectivity and autonomous solutions are also in the spotlight in the professional cleaning industry. In a world that is rapidly changing the face of its very nature every day, with more and more technological advancements constantly breaking through, the marketplace is becoming an ever more complex place. We are starting to see some major developments within the industry in autonomous machines, tracking capabilities, report building and even predictive maintenance.
This is extremely fascinating stuff, as the cleaning industry truly is moving through a paradigm shift like it’s never seen before.
Can you tell us what Nilfisk has in store for us as we travel through this transformation into what seems like for most of us to be, really, the unknown?
Well, Shaun, it seems to be that the power of autonomous cleaning solutions is perhaps the biggest thing we have in store. The cleaning robot market is predicted to double in the next five years from $2.09 billion to $4.34 billion, and Instead of relying on an operator to map the route, this robot defines its own route while cleaning.
That’s interesting as, Nilfisk has recently launched the first fully autonomous machine, The Liberty SC50, in a couple of introductory markets.
Yes, this amazing machine was first launched in the Americas and will be moving its way to the rest of the world before we know it.
So, the Liberty SC50 has some very advanced cleaning capabilities. With an array of 3D, 2D, infrared and depth sensors that work in symbiosis with powerful computer processors enabling the machine to handle repetitive tasks with consistent performance, safely and with minimum operational training.
Okay, this is all the time we have left for today. I’d just like to say thank you for joining us again Martin and we look forward to hearing about the sneak preview you have in store for all our listeners in our final discussion in this podcast series. Next week we will also be touching on how the Fleet Management System TrackClean, has given Nilfisks customers access to future cleaning maintenance and fleet management. Be sure to come back next week for our final podcast release in this series, you can also opt-in below to stay fully up to date with industry insights and get the new release of this series delivered straight to your mailbox. Now, thanks for listening.
Don't fall behind
If you would like to be alerted of the release of each podcast in this series, opt-in below to get them sent straight to your mailbox and keep up to date with industry insights and trends.
