IBS Business Growth on Services Excellent

Boost the business growth through customer satisfaction and loyalty Jakarta, May 22th 2012

EKA WINATA
Service Automation Manager Services Operation Department

Contents
What is customer to us? Why to retain existing customer? How to retain existing customer? How the customer satisfaction and loyalty affect business growth? What we've done that made difference? Our Achievements on Q1 2012

Service Automation Schneider Electric Indonesia 2012

What is customer to us?

"A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider of our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to do so. - Mahatma Gandhi in a speech in South Africa in 1890 -

Service Automation Schneider Electric Indonesia 2012

What is customer to us?

As they are part of our business and we need them in order to grow, it is important to manage our customer whether we choose to acquire new customer to maintain existing customer or to do both.
Maintain Maintain

SCHNEIDER

Acquiring new customer

Maintain Maintain Acquire Maintain

Service Automation Schneider Electric Indonesia 2012

Why to retain existing customer?

It was said that it is 6 to 7 number of times more costly to acquire new customer than retain an existing one
After spending so much, could we construe that they are happy?

Service Automation Schneider Electric Indonesia 2012

Why to retain existing customer?

Maintain Maintain

Company A

Maintain

Maintain

Many business are so focused on growth and dont pay necessary attention to existing customer and therefore they loose 10% base each year of their customer to the competitive theft. This means that to achieve 20% of growth the company will need 30% increase in sales

?
Service Automation Schneider Electric Indonesia 2012

How to retain existing customer?

Make a difference one customer at a time with our ability to engage and be passionate to deliver our services
Excellent Services

What happen if they are satisfied with our services?

o o o o o They will only call us, no matter what They consider us more than a business associate They want us to do well and succeed They will always recommend us In fact some of them may be considered fans
Service Automation Schneider Electric Indonesia 2012

How the customer satisfaction and loyalty affect business growth?

Internet Advertising Direct Mail Trade Show Webinar/Seminar

MARKETING

Open Opportunity Building Awareness And Interest

Ive no option So I will stick with it

SALES

Asses Level and Details of Pain Quantify Opportunity

Project
EXECUTION

I might try the other Standard / Poor Services

Service Automation Schneider Electric Indonesia 2012

Customer

How the customer satisfaction and loyalty affect business growth?

Internet Advertising Direct Mail Trade Show

Boost Companys Webinar/Seminar Growth Reduce Marketing and Sales Expenses

MARKETING

Open Opportunity Building Awareness And Interest

Raise the Margin

Raise The Opportunity

SALES

Asses Level and Details of Pain Quantify Opportunity

+ Opportunity

Project
EXECUTION

Im very happy Ill use their service later

Excellent Services
Service Automation Schneider Electric Indonesia 2012

Customer

How the customer satisfaction and loyalty affect business growth?

Petrochina Our success to deliver load shedding system for Petrochina bring them to repeat RFQ for Yokogawa EMS retrofit to integrate the installed Schneider Load Shedding

Yamaha Motor Repeat an order for their compressor management system on plant 2 & 3 after succeeded installing the same system on plan 1

Service Automation Schneider Electric Indonesia 2012

What we've done that made difference? CIRFF

B

1 . COMMITMENT in team work to deliver "excellence service" for Customer

When youre a carpenter making a beautiful chest of drawers, youre not going to use a piece of plywood on the back, even though it faces the wall and nobody will ever see it. Youll know its there, so youre going to use a beautiful piece of wood on the back. For you to sleep well at night, the aesthetic, the quality, has to be carried all the way through. ( Steve Jobs )

Service Automation Schneider Electric Indonesia 2012

2. INVEST Upfront for Specialist Competency required (forecast)

o Christian Jonathan : SeeFox, Historian and SIL3 PLC

Project : Chandra Asri (SIL3) , PLN installbased SeeFox

o Denny Yap : Industrial Scada (Clear Scada & Citect) Project : Pelindo2 and SukarnoHatta Airport Clear Scada (proposed) o Khendy Lim : PLC Legacy Migration, DC-drive Project : Polychem 984 Migration, Suralaya DC Drive o Mustika Siti Hajarini : ION-e and Power Logic Scada for Energy Efficiency Project : TalangJimar, INCO & Toyota ION-e for Energy Monitoring. o Septian Adhi K. : ELAU, Tesys, and Communication Protocols Project : Bogasari Monitor Pro migration. Danone & Unilever ELAU o Maulana Ilham : M2C & Long Term Maitenance Contract Project : Chevron Gunung Salak Maintenance
Service Automation Schneider Electric Indonesia 2012

3. RESOURCEFULLNESS : acquire the missing link knowledge outside the boundary

On going project :
o Wonderware interface to Quantum => Nestle Kejayan (287 kEuro)
o Siemens S5 Migration to Quantum => Pusri Project (50 kEuro) o Allen Bradley Load Shedding => Premier Oil (203 kEuro)

Proposed opportunity :
o Allen Bradley interfacing for Power Monitoring Scada : Nestle Krawang

o Siemens interfacing for Automatic Transfer & Load Shedding : Ceres

Bandung

Service Automation Schneider Electric Indonesia 2012

4. FOCUS the energy on FIFO time delivery and Strategically most Important !

GET in the Line of Queing ...please OR.....increase our reserve capasity

Success is a little like wrestling a gorilla. You don't quit when you're tired. You quit when the gorilla is tired. ( Robert Stauss )
Service Automation Schneider Electric Indonesia 2012

4. FOCUS the energy on FIFO time delivery and Strategically most Important !

IDIBS Target 2012 : 1487 kEuro YTD achieved April 2012 : 528 kEuro Total Backlog Invoice : 110 kEuro Liabilities IDIBS order : 91.2 kEuro ( Sibayak, INCO, Nestle ) Number of IDIBS Project on going : 13 Number of non IDIBS contribution : 4 ( Plaza, Pelindo2, INCO, Talang Jimar) Number of Engineers : 3+1 Forecast Opportunity Pipeline (BFO) : ??? CPP-ASC Commissioning to handover : 302 kEuro Effective Head Count calculation : ???

Service Automation Schneider Electric Indonesia 2012

5. Leave the impressive "Foot Print" beneath the customer's memory

Paretos (80-20 Rule) principles states 80% of your business sale come from 20% of your loyal clients

It is common notion that they who are highly satisfied with a products/services will recount their great experience with 5 other people

Meanwhile they who are dissatisfied will complain about their dissatisfaction to 9 people
See Vid
Service Automation Schneider Electric Indonesia 2012

Our Achievement on Q1 2012

Increase in IDIBS sales for the Q1, 290% higher compared to the last year

Service Automation Schneider Electric Indonesia 2012

Make The Most of Your Energy

Thank You