The Silicon Review
A few decades ago, managing off-site workers and organizing the resources needed to work efficiently was a laborious task. This process called field service management, involves multiple complexities. However, thanks to the innovation in technology, the manual process traditionally used for managing this work has changed. Today, field service management is centered upon digital software-as-a-service (SaaS) technology.
The company transforming field service management, and particularly mobile workforce management, is ServicePower. It provides the only turnkey hybrid mobile workforce management software solution on the market. ServicePower’s technology is specifically suited to organizations that manage high value assets, large volumes of work and that have high personnel costs or hybrid labor forces.
ServicePower- Innovating Field Service
The company was set up after a management buyout from Fujitsu in 1996. Originally founded to help organizations transform service delivery in the field, ServicePower has grown to be a leading mobile workforce management solution provider. Its leading attribute is its innovation; it works at the forefront of technology. Fused with an ideal mix of seasoned professionals and tech savvy graduates, its products offer a means to bring together the customer and the dispatch center, technicians, claims and warranty processes, parts, the contracted workforce, assets, mobility, business intelligence, and social collaboration.
ServicePower’s clients include the likes of GE Appliances, ADT, Tyco, AIG, Siemens, Electrolux, among others. Recently it collaborated with Manchester Metropolitan University to develop the first commercially viable software founded upon ‘Quantum Annealing technology.’
In Dialogue with Marne Martin, CEO
What kind of customer feedback have you received? How have they motivated you?
We have an active user community. We listen to what our clients, and even what their customers say.
Both are an asset when it comes to voicing what is needed to deliver great customer service in the field. One of the early problems we faced was that technology moved so quickly, it was often difficult for customers to keep up. That has abated somewhat as recently individuals are much more used to using digital and intuitive apps in their personal lives, they come to expect it, and with ServicePower that’s what they get, technology that is easy to use and that makes a real difference to their roles. Also, cloud customers do not have to worry about upgrades, the latest functionality is delivered to them by us over the cloud.
What has driven you to expand your company?
Company expansion has been a mix of ambition and enthusiasm for technology, which really improves the service customers receive in the field. Increased customer satisfaction has led to international demand, which with careful planning, we have managed to accommodate. This has included opening international offices and importantly recruiting technology partners. These partners bring extra reach into markets to resell and implement ServicePower. At the beginning of 2017, we started a new chapter of growth when ServicePower was acquired by Diversis Capital. Diversis is providing financial investment and business expertise to help us achieve long term growth and promote the ongoing successes of our partners, employees and customers.
Are there any trigger factors that have played vital role in ServicePower growth?
Advancements in technology have played a pivotal role. We have always been proud of our research and development and it has led the way in field service. Our customers were using enterprise mobility before anyone knew what a ‘smart phone’ was. Recently we also invested heavily in developing digital technologies on the ServicePower platform such as the Internet of Things (IoT), Quantum Annealing, machine learning, Artificial Intelligence, and more consumer facing modules, like our intelligent customer portal and enhanced asset and contract management capabilities. As the industry moves towards a more consumer-centric model, it’s important for ServicePower to provide our clients with an end to end offering that improves the overall customer experience, enabling them to capture more revenue from every consumer interaction. We don’t develop technology for technology’s sake, everything we do is aimed at improving the impression end consumers have of our clients, and how they deliver services.
Awards and Recognitions
An acknowledged Visionary in Field Service Management, ServicePower has won many awards:
Just Around the Corner
With lots of exciting developments taking place, the sky is the limit for ServicePower. The company created an entirely digital and seamless experience for ServicePower’s end customers. The introduction of an intelligent consumer portal backed by a rules engine, has enabled field service organizations to offer real time choice and visibility to customers. Utilizing self-service it allows consumers to engage with field teams, whether employed or contracted, using a single branded portal, it also displays real-time visual tracking of technicians.
Furthermore, the company will add improved planned asset maintenance for companies that install, maintain or service high value assets. Enhancing ServicePower’s hybrid labor management platform with stronger IOT connectivity and predictive logic facilitates the optimal planned maintenance schedules needed to deliver Service Level Agreements. Finally, ServicePower will provide service technicians with tools that proactively suggest additional services to clients to generate new revenue streams.
The driving force behind ServicePower
Marne Martin, CEO: An experienced leader in transformations and growth, Marne has been at the forefront of ServicePower’s technology innovations and recent transition to a private company. Over more than 20 years, she has worked with businesses domestically and internationally to drive expansion. Marne has a BSFS from Georgetown University in Washington, D.C., as well as a MBA/MIM from ESCP Eu¬rope and Krannert School of Management.
"Delight your Customer. Transform your Service Organization."