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A Success Strategy for Australian Manufacturers

A Success Strategy for Australian Manufacturers

Australia’s manufacturing sector occupies a precarious position right now. There are strong headwinds to contend with, from continuing supply chain uncertainty to growing recessionary fears. But there are also bright spots on the horizon, most apparent in the projections suggesting that Australian manufacturing will grow more than 1% annually through the middle of the decade and soon exceed $421 billion in yearly output.

The question facing each manufacturer is how to navigate the inevitable challenges in the coming months and years while capitalising on the growth opportunities taking shape. It will take a concerted effort. Most importantly, manufacturers must be willing and able to adapt, replacing the status quo with a strategy tailored to the peaks and valleys that lie ahead.

Of course, making the wrong changes can be even more disruptive than doing nothing at all. Manufacturers must be cautious not to undermine their operations or diminish their value in the pursuit of doing things differently. Likewise, companies must align their transformation efforts with their market, strategy, and means. A one-size-fits-all approach will not work. However, neither will one that’s overly customised.

We hope to find some middle ground between either extreme. In certain areas, all manufacturers, especially those involved with field service, will need to focus their attention to remain competitive. There are also certain operational and strategic solutions that can elevate any manufacturer’s inner workings. The companies that don’t just survive the next decade but become bigger and stronger in the process will follow a similar success strategy. We suggest it looks something like this:

 

1. Becoming a Data-Driven Business

After years of implementing technology to improve individual parts of production or administration, it’s time to adopt technology that integrates disparate data sources and combines multiple capabilities. Manufacturers that unify data, features, and solutions under one umbrella see significant increases in efficiency, intelligence, agility, and marked gains in innovation. No surprise, then, that digital manufacturers have an advantage over their competition, especially those less tech-mature, and that advantage grows every year. The winners and losers in Australian manufacturing are shifting. Those who come out on top will gain that lead with digital technology more than anything else.

With that mandate in mind, choose technology that centralises as many pieces as possible onto a single platform to share data and synchronise capabilities. The alternative is integrating solutions through APIs, but that link isn’t as robust, flexible, or secure. Successful digital manufacturers will work with more technology and data but fewer vendors overall.

NetSuite ERP is pivotal for manufacturing businesses embracing data-driven operations, specifically focusing on IoT inputs and asset management. In a competitive landscape, data reigns supreme. NetSuite excels at aggregating data, from crucial IoT inputs to asset management details, and extending beyond machine-generated data to encompass human insights, easily captured in real-time from any device at any location. This practical data, encompassed by equipment, machinery, operational records, and customer interactions, offers a comprehensive view of business processes. The insights from this data enable real-time monitoring of production efficiency, inventory optimisation, and asset utilisation. NetSuite centralises this information, streamlining operations, reducing inefficiencies, and facilitating data-driven decision-making.

2. Address Labour Issues

Australian manufacturing has long struggled to find all the skilled (or even unskilled) workers it requires, and the Covid-19 pandemic only exacerbated that shortage. Public and private sector entities have both made efforts to expand the manufacturing talent pipeline. Still, shortages look likely for years to come and may get worse in many instances. When the demand for skilled workers exceeds the supply, manufacturers must retain their talent, boost their workforce’s productivity, and attract available talent away from the competition.

The right tech tools can help on all fronts. Today’s workers, whether current or prospective employees, want to use technology to make their workday more effective, efficient, and intuitive, and they will gravitate to employers that offer it. When technology optimises the workday, people are more productive (drastically so), leading to smaller staffing needs. Technology can solve the people problem in manufacturing, with the important caveat that to ensure adoption, workers must like using the tool and get meaningful benefits from having it.

NetSuite ERP can be highly advantageous for managing manufacturing businesses’ workforce. This integrated system offers several management benefits, including streamlining employee training, optimising operations, and creating a safer and more efficient work environment. Centralised data plays a critical role in enhancing accountability, enabling precise tracking of actions and decisions while facilitating cross-team collaboration. By implementing NetSuite, manufacturers can substantially improve workforce skills, operational efficiency, safety standards, and data-driven decision-making. These benefits can lead to a competitive edge and more enjoyable working environments.

3. Build Supply Chain Strength

The pandemic highlighted how shocks to the supply chain can have long-lasting and far-ranging consequences. Rising geopolitical uncertainty, particularly regarding China, suggests that Australian manufacturers will face further supply chain struggles. In response, 84% of manufacturers surveyed are near-shoring or on-shoring operations. More people manufacturing in Australia is good for the industry overall. Still, it puts new pressure on supply chains, too, and compels the domestic manufacturing base to become more resilient to the benefit (or detriment) of all.

Supply chains are hard to predict and even harder to control. Manufacturers have limited means to avoid stock issues and shipment delays, so they must make smarter use of their inventory by minimising shrinkage, carefully tracking consumption, and ordering strategically. Inventory tracking tools are the solution as long as they’re flexible enough to travel everywhere that parts get consumed and integrated sufficiently with the rest of the business to accurately forecast needs and order supply.

NetSuite MES, powered by Oracle’s robust AI algorithms, revolutionises demand planning for manufacturers aspiring to become data-driven, empowering businesses to make informed decisions. By centralising data, the platform provides a comprehensive view of the entire operation, ensuring that management can model accurate forecasts. NetSuite’s precise forecasting is enabled by centralising sales, production, and inventory data. This data-driven approach allows manufacturers to optimise production schedules, reduce excess inventory, and meet customer demand more effectively.

4. Drive Customer Engagement

In Australia and elsewhere, the arrival of new manufacturing startups while larger players have consolidated their power has created a highly competitive landscape. Almost everyone must fight to hold their market share, which increasingly depends on keeping customers engaged through flexible, convenient, and consistent services. No one can rest on their reputation any longer. Everyone will be judged not just on their products and services but on the overall quality of the experience. And if that experience is lacking, a competitor is closing in to claim the business.

Technology that records every customer interaction makes the data widely accessible and helps with tracking and notifications, leading to long-lasting customer relationships. Fewer dates and details get missed with a centralised system to sync everyone and everything, and manufacturers can go above and beyond once they can digitise customer relationships. What’s clear is this: manufacturers providing the best service and support are not doing it on paper.

As a consolidated CRM, NetSuite centralises all customer data, spanning sales opportunities, project insights, order management, financial records, documents, compliance documentation, service history, and even forecasts. The real value lies in the benefits derived from this data centralisation, automating repetitive tasks and processes frees up valuable time for the workforce to concentrate on customer service, upselling opportunities, and nurturing personal and human relationships. The system’s proactive alerts and workflow automation enhance the customer-centric experience, ensuring no crucial interactions or follow-ups are missed. This seamless automation boosts productivity and allows for a more personalised and human engagement with customers.

Conclusion

Opportunities abound for Australian manufacturers to grow their revenue, customer base, and market share. At the same time, though, many forces could complicate, restrict, or derail a company on an upward trajectory. Technology is the difference-maker, as the list above makes clear. But the key takeaway, and the real centrepiece of any success strategy, is the importance of selecting the right technology over many similar-looking alternatives. With that vital piece in place, the sky’s the limit.

 

About Klugo

NetSuite + Next Service

Klugo’s vision is to unlock the full operating potential of our customers to maximise the value of their business. We do this by helping them achieve operating excellence using NetSuite + Next Service, the world-leading cloud ERP and FSM business platform for small-to-medium-sized businesses.

Need a specialist’s free advice?

Feel free to call an expert in operational excellence today. Find out how cloud-based technology can support and quickly adapt to your growth strategies.

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Technology and Change Management: Creating a Culture of Change

Technology and Change Management: Creating a Culture of Change

In your pursuit of innovation and efficiency, you’ve likely recognised the potential benefits of ERP, such as streamlined operations and improved decision-making. However, you must understand that the most challenging step in this journey is not the technology itself but the human factor.

ERP’s success hinges on change management, as it’s not just about implementing new technology but fostering a culture of change within your organisation. Your commitment to supporting this cultural shift, aligning your team, and embracing change will determine the success of your investment.

From plumbers, to renewable energy tech manufacturers, to pool cleaners, companies that send service technicians into the field are adopting at increasingly high rates true cloud ERPs that seamlessly connect with smart tools like AR and IoT. There’s a recognition that failure to adopt digitally integrated technologies will open up a gulf between businesses that hasn’t been seen since the switch from knitting needles to the spinning jenny, or electrification.

But no new tech or upgrade is a magic bullet, and with technology comes challenges around adoption. Businesses must practise change management to drive a positive culture of change and ensure widespread use of technology and success.

Change isn’t just about implementing a new ERP or a single moment as you move from before to after; if you focus on this, you’ll leave your people behind and fail to truly make a change. Change is a continuous process and a cultural mindset, it really never ends.

The goal of the change management process is to emerge from it a stronger, smarter, and more streamlined company – and technology is just one part of that. Other factors include your technicians, managers, workflows, and business plans, all of which will need to evolve during technology introduction without compromising what makes them work in the first place.

It is no small feat, which explains why many ERP software implementations go sideways. Avoiding this too-common outcome takes one thing above all: change management. Don’t leave culture change to chance – create and manage it.

Common ERP adoption pitfalls

Underestimating the work to be done.

People underestimate the work involved in a change. For instance, when deploying a new ERP, the job isn’t just switching on the new tech. There’s a significant task in preparing and migrating the data for a successful transition to ensure the right data is migrated in a consistent and predictable format.

Focusing on the what.

Not many people get excited about the facts and details of a new ERP. Consistent data, duplicated records, network integrations, algorithms, drill-down reporting, API compatibility – huh? Why does any of this matter? Unless employees feel excited to use the software and are confident it will improve things, they will never use those tools to the fullest, leading to a smaller (sometimes much smaller) impact than expected.

Neglecting to consciously build a pro-change culture in your team.

People resist change, especially in a work context where they are comfortable doing things a certain way and are convinced their approach needs no improvement. Stepping out of the known into a new way of doing things, which will inevitably bring some missteps and teething issues, can be scary.

The master key to success

Change management is the key to success. Change management is about planning and preparing for impending change, then supporting individuals and units once it arrives. Your goal is to ensure that once the software is up and running, everyone wants to and knows how to use it to the fullest in the service of delivering customer satisfaction and business goals. This requires full user adoption and support.

Understand where you are now. Take some time to examine and understand the current culture in your organisation – the ‘before state’ – and consider what needs to change if you’re to have positive support for change.

Give your whole team the chance to contribute. What do they want to see from the change? What do they see that needs improving? Where are their bottlenecks and customers’ frustrations? Chances are, your team is very aware of what’s not working and have great ideas for fixing things. Asking for their input, listening to it, and acting on it will give them a sense of ownership and commitment to the change.

Focus on the why. Why is this change important? Why are you spending all this money, time and effort on this thing? Make the ‘why’ really clear. What wins will this deliver for your people, business, and, most importantly, customers? Get people excited about the change.

Business alignment for clarity. Every department and team member will experience the change differently in terms of what they need to contribute, what they’ll gain, and how they’ll personally respond to the change. Some may not experience the benefits directly. Make sure the business as a whole is aligned on the goals so that everyone is pulling in the same direction, despite their individual experiences.

True top-level support. Your business leaders must be truly committed to the change project, including supporting the culture change and guiding and supporting staff through the difficult work required.

Find your change champion. Look for a leader outside the C-suite who understands what is happening on the ground, and use them as a consistent touch point between business leaders, the rest of your team and your expert ERP implementation partner. Klugo has a proven track record of working closely with change champions to understand what a business needs from a new ERP and ensure this is delivered.

Training. There are lots of generic training packages out there that may prove helpful. It is even better if training is tailored for your business by people who understand your tech, industry, and company.

Communicate. Keep your team informed about what’s happening and why all along the road. Show them the functionality you’re building and your wins and fails as you get there. That’s right, don’t leave out your failures! This shows your commitment to exploring different approaches to get the right result and understanding what is required for success. And always come back to the why.

Conclusion

Change is a continuous process and cultural mindset, not a moment or a new product. Ultimately, the effectiveness of your change journey will depend on your team culture, your staff and their approach to the project. Change can be exciting and rewarding, but real change is never easy. It requires effort, commitment, alignment, and readiness for change across everyone in your business.

Launching into a significant change process without first considering how your culture handles change will be more time-consuming and painful and will likely result in a shallower adoption of the new tech. People may use the new ERP without truly transforming how they work to deliver the best results for your customers.

Klugo can support your business in understanding the full capacity of NetSuite ERP for your business, ensuring your change management process is clear and tailored. When you’re building on a strong base of cultural support for change, not only will the implementation be easier, but you’re likely to see a stronger return on investment more quickly.

 

About Klugo

NetSuite + Next Service

Klugo’s vision is to unlock the full operating potential of our customers to maximise the value of their business. We do this by helping them achieve operating excellence using NetSuite + Next Service, the world-leading cloud ERP and FSM business platform for small-to-medium-sized businesses.

Need a specialist’s free advice?

Feel free to call an expert in operational excellence today. Find out how cloud-based technology can support and quickly adapt to your growth strategies.

AI, AR & IoT: Don’t Let Unlinked Smart Technology Go Rogue

Unlock productivity & exceed customer expectations! Learn how tech solutions like Next Service ERP transform field service management in FY23–24.

Managing Large Field Teams: Unique Challenges in FY23–24

Unlock productivity & exceed customer expectations! Learn how tech solutions like Next Service ERP transform field service management in FY23–24.

Women Empowering Women in FSM: Insights, Inspiration, and Inclusion

Unlock optimised asset management with NextService and NetSuite. Engage with Klugo’s FSM and ERP experts for success.

Maximise Your Asset Management: Discover How with NetSuite + Next Service

Unlock optimised asset management with NextService and NetSuite. Engage with Klugo’s FSM and ERP experts for success.

End of Financial Year: Here We Go Again

Efficient inventory management is crucial for medical device manufacturers and suppliers. NetSuite and Klugo offer solutions to optimise operations.

Inventory Management Cuts Costs and Improves Efficiency for Medical Device Suppliers

Efficient inventory management is crucial for medical device manufacturers and suppliers. NetSuite and Klugo offer solutions to optimise operations.

AI, AR & IoT: Don’t Let Unlinked Smart Technology Go Rogue

AI, AR & IoT: Don’t Let Unlinked Smart Technology Go Rogue

Field service management is undergoing a profound transformation, fueled by rapid advancements such as artificial intelligence (AI), augmented reality (AR), the Internet of Things (IoT), and automation technologies.

New technologies and the benefits and questions that arise alongside them were on full display at the Field Services Management Expo in late August this year. Expo stands, and sessions were abuzz with talk of how new technologies can boost performance, including sessions on data-driven decision-making (from Ben Clark, Director Works & Engineering Services at Barossa Council) and predictive maintenance and AI (thanks to Anthony Price, National Operations Manager – Network Integrity & Facilities Management at Ventia).

The expo provided an invaluable opportunity to meet with people from across the industry to share wisdom, questions, problems, and solutions around the drive for technological innovation.

 

The cohesive challenge

Amid this innovation surge, a pivotal question arises: how can you ensure these technologies and devices work cohesively to deliver their full potential to your organisation? Or, to put it another way, how can you avoid the mess of a patchwork of solutions that sit in isolated silos and just don’t work together well? The benefits offered by today’s technology revolution are substantial – and so are the potential pitfalls.

The allure of adopting new technologies one by one can lead to an unintentional patchwork of incompatible tools, which may store different kinds of data in different ways or may not be able to communicate with each other. Such a fragmented approach can hinder efficiency, obscure the bigger picture, and limit the workforce’s ability to fully leverage the potential of these technologies. Customers nowadays expect cohesive service experiences reminiscent of the fluidity of the big omni-channel retail companies. Achieving this level of seamless integration for a service business requires deliberate planning and expertise.

The NetSuite + Next Service Solution

Consider setting up a smart home. Maybe you’ve heard this story before or experienced it yourself. There’s a smart washing machine, a smart TV, a smart fridge, a smart vacuum cleaner, and 17 light bulbs…each potentially with a different manufacturer and operating system. Managing all these devices by themselves could be a constant battle. Then, the Google Home app came along and solved this integration problem, bringing all these devices together in one control panel that is easy and simple to control. NetSuite + Next Service works the same way for the smart tools of your trade. Once everything is connected to this core system, all the devices can be operated from a single platform in real time and trigger alerts, jobs, and work orders. The best is that since all data collected from these devices is centralised, it can be instantly used for dashboards, reports and workflows.
NetSuite stands apart by offering a unified platform that seamlessly connects all areas of business operations, from inventory management to sales and finance. Unlike platforms centred solely around CRM or FSM, NetSuite is inherently equipped to accommodate the holistic demands of modern enterprises.

Next Service is a fully integrated field management solution designed for businesses in field service and construction industries that operates natively within NetSuite’s ecosystem. Unlike external apps that rely on complex integrations susceptible to miscommunications and breakdowns during system updates, Next Service works as an integral part of the NetSuite platform. Just turn it on, and it seamlessly becomes an intrinsic part of your workflow.
Klugo are experts in NetSuite, Next Service and field service, meaning they are ideally placed to guide businesses in this industry in adopting and implementing the latest technology solutions for operational efficiency and customer satisfaction.
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The power of integrated field service

Consider the scenario of asset management, where IoT sensors provide real-time data on equipment performance. With Next Service seamlessly integrated into NetSuite, this data triggers a cascade of actions. The system identifies required parts, initiates orders, tracks warehousing progress, assigns technicians, schedules tasks, and even handles invoicing processes. This streamlined approach transforms complex operations into a turnkey solution.

One of the main benefits of integrating ERP with IoT is the ability to access real-time data. IoT devices collect vast amounts of data from various sources. When combined with a centralised platform, this data can be processed and analysed instantly, providing businesses with up-to-the-minute information on their operations.

Convergence of AI & AR

Integrating AI-backed tools and AR/VR technologies with NetSuite revolutionises field service management. Technicians armed with augmented reality glasses can access real-time information on equipment, providing live customer service remotely. Predictive maintenance, a hallmark of IoT, utilises AI and sensors to detect anomalies and predict equipment failures before they occur.

This convergence of technologies culminates in efficient service delivery and increased technician’s efficiency. The power of AI lies not just in automation but in its potential to drive efficiency while maintaining personalised experiences.
AI-driven algorithms can help to improve accounting efficiency and financial control, like NetSuite Cash 360, powered by ORACLE’s AI, to streamline cash management in NetSuite. Cash 360 provides real-time cash visibility and quick, accurate short-term forecasts. With a customisable dashboard showing key data, it simplifies cash flow management, aiding daily operations, employee payments, and investments. This automated feature enhances accuracy and efficiency in cash flow management.
 

Unlocking assistive technologies

“Assistive technologies” is an umbrella term for tools or devices designed to augment the capabilities of field service workers, helping them perform their jobs more efficiently and effectively. Tools such as smartphones and AR glasses enhance collaboration, real-time documentation, and customer payment processing. Companies are also exploring more futuristic technologies, such as augmented reality (AR) glasses that display helpful information about the equipment technicians are servicing.
Mobile technologies enable the integration of performance management tools into field service, tracking employee efficiency and process improvements. These tools, previously challenging due to fieldwork limitations, now facilitate metrics tracking, travel times, and service profitability, enhancing workplace operations.

The predictive maintenance revolution

Predictive maintenance, enabled by IoT sensors and predictive analytics, transforms traditional field service by allowing machines to signal when maintenance is needed, reducing downtime, lowering repair costs, and enhancing safety.

This approach utilises sensor data, which is analysed using machine learning and statistical techniques to identify potential issues before they become major problems. By collecting this data in an ERP system, maintenance teams can predict when equipment will likely fail and schedule a maintenance job before a breakdown occurs. This predictive maintenance is particularly valuable in field service, where machines are often in challenging environments.

Additionally, scheduling optimisation is becoming more efficient with the help of field management software like Next Service, which incorporates optimisation algorithms, enabling better productivity, reduced delays, and narrower service-delivery windows, provided comprehensive data and valid assumptions are available for optimal results.

Conclusion

The call is clear: if you’re considering investing in smart devices for your trade, ditch disjointed systems and embrace integrated solutions.

The rapid advancements in AI, AR, IoT, and automation are poised to revolutionise field service management, making it more efficient, profitable, and enjoyable. To fully harness the potential of these technologies, it’s crucial to avoid fragmented, incompatible tools and instead integrate them into a centralised control platform.

Together with NetSuite, Next Service offers a unified solution that seamlessly connects all aspects of your business operations, from inventory management to service management, procurement and finance. This core system, boosted by assistive technologies, can streamline processes, enhance productivity, and improve customer satisfaction.

To successfully leverage the power of NetSuite and the integration with transformative technologies, partnering with experts like Klugo, who understand the field service industry, is essential. Klugo bridges the varied latest technological innovations and business needs, providing a unified business solution.

In a rapidly evolving landscape, integrated solutions are not just advantageous—they are indispensable.

 

About Klugo

NetSuite + Next Service

Klugo’s vision is to unlock the full operating potential of our customers to maximise the value of their business. We do this by helping them achieve operating excellence using NetSuite + Next Service, the world-leading cloud ERP and FSM business platform for small-to-medium-sized businesses.

Need a specialist’s free advice?

Feel free to call an expert in operational excellence today. Find out how cloud-based technology can support and quickly adapt to your growth strategies.

AI, AR & IoT: Don’t Let Unlinked Smart Technology Go Rogue

Unlock productivity & exceed customer expectations! Learn how tech solutions like Next Service ERP transform field service management in FY23–24.

Managing Large Field Teams: Unique Challenges in FY23–24

Unlock productivity & exceed customer expectations! Learn how tech solutions like Next Service ERP transform field service management in FY23–24.

Women Empowering Women in FSM: Insights, Inspiration, and Inclusion

Unlock optimised asset management with NextService and NetSuite. Engage with Klugo’s FSM and ERP experts for success.

Maximise Your Asset Management: Discover How with NetSuite + Next Service

Unlock optimised asset management with NextService and NetSuite. Engage with Klugo’s FSM and ERP experts for success.

End of Financial Year: Here We Go Again

Efficient inventory management is crucial for medical device manufacturers and suppliers. NetSuite and Klugo offer solutions to optimise operations.

Inventory Management Cuts Costs and Improves Efficiency for Medical Device Suppliers

Efficient inventory management is crucial for medical device manufacturers and suppliers. NetSuite and Klugo offer solutions to optimise operations.

Managing Large Field Teams: Unique Challenges in FY23–24

Managing Large Field Teams: Unique Challenges in FY23–24

Systems overload: why SMEs need to step up their tech game to improve productivity and customer experience?

It used to be possible to manage a field service business with a patchwork of different tools bolted on, or even with simple spreadsheets and word processing documents. But as the pace and complexity of the industry increases, and your business grows, these solutions start to cause more problems than they solve. Those problems include: 

  • Templated idiosyncrasies. Cobbled together systems are set up according to how various people like to work and their idiosyncrasies. These variations in behaviour can create disconnects between individuals and departments, further complicating your systems.
  • Training. The process of training staff members in such a setup can become a significant challenge. When relying on a disparate and disconnected custom network of tools, each staff member must be individually trained in the system by your own bespoke training processes – there are no external experts on your particular patchwork approach.
  • Time consuming and confusing. The multitude of tasks involved in managing a growing business, such as handling parts, invoices, quotes, reports, scheduling, and follow-ups, can quickly become overwhelming. When these tasks are scattered across separate systems and files that don’t communicate with each other, maintaining and cross-checking data becomes a time-consuming and confusing endeavour in itself.
  • Delays. Delays are a common issue faced when operating with a fragmented system. Waiting for each team member to manually enter and share their information, as well as duplicating and cross-referencing data, significantly slows down the efficiency of the business. ‘Unexpected’ delays can arise due to staff absences, errors, inconsistencies, and oversights, further slowing your business’ velocity.
  • Failing to meet customer expectations. Digitalisation has drastically changed customer expectations when it comes to data and service delivery. Customers now expect quick access to information and services, along with high-quality and comprehensive responses. ‘Cheaper’ systems that mean a business fails to meet these expectations can have huge costs through negatively impacting customer satisfaction and loyalty.

It’s all about your customers

Technology is rapidly changing the way we live and work, and the Field Service Management (FSM) sector is not immune. It’s not only the technology that’s changing; so are the make-up, skills and experience of our teams. The growth of diverse field technician teams presents unique challenges for businesses. Coordinating different skill sets, ensuring effective communication, and maintaining a customer-centric culture become paramount within a large and disparate organisation. With proactive change management, expert support and the right tools, you can turn these challenges into a competitive advantage for your business. With a strategic approach, every hour and dollar you invest in modernising your team will reap your business rewards. And if you don’t embrace change, you risk falling behind your competitors who are responding to client needs and managing the experience through the latest technology. Embracing change and adopting a customer-centric approach are pivotal for success in FY23–24. Customer satisfaction is not just about delivering services; it is about creating an experience that leaves a lasting impression. A customer-centric culture ensures that all decisions and actions are geared towards meeting customer needs and expectations. Field service businesses can drive customer-centric innovation by:
  • Prioritising Customer Needs. Understand customer pain points and preferences to tailor service offerings accordingly.
  • Empowering Technicians. Equip field technicians with the tools and information they need to provide exceptional customer experiences.
  • Emphasising Continuous Improvement. Encourage a culture of continuous improvement and learning, enabling teams to evolve with changing customer demands.
  • Leveraging Technology. Find the technology solution to automate processes, streamline workflows, and enhance customer interactions.

Find and implement the right ERP

Use these as your guiding principles when selecting your team management solution. Updating your technology will turbo-drive your business’ future success – if you focus on finding the right tools for your teams and thus your customers. It’s not about the software; it’s about the wins that software can deliver for you – and your customers.

  • Templated consistency. Look for an enterprise resource planning platform (ERP) that systematises processes and data structures, ensuring that everyone within the organisation works in a standardised manner, using uniform terminology. The best fit will be one that was specifically designed for the field service industry, like Next Service + NetSuite.
  • Ongoing support. Klugo believes strongly that our duty to customers begins, not ends, with the implementation. Our customers benefit form support from our Australia-based team, from training and fixing bugs, to customising upgrades. Our team handles all deployments and support, our customers work with Industry experts who embody a service-first philosophy.
  • Frictionless and streamlined. Next Service has been designed to be frictionless experience, with a consistent and intuitive interface and functionality. Really intuitive and easy to learn. This approach allows your staff to focus their attention on meeting customer needs rather than struggling with a complex system.
  • Dynamic and instant. Keeping up with the modern demands of field service management, Next Service is dynamic and instant. It is optimised for mobile devices such as smartphones, tablets, and laptops, ensuring that technicians can access the platform regardless of their device. With dynamic and customised forms and templates, organisations can ensure that technicians follow proper procedures and always have clear guidance on what to do.

Kickstart your ERP implementation project.

In the fast-evolving landscape of the FSM industry, it’s essential to consider kickstarting your ERP implementation project. As automation allows for onshoring and the industry becomes more automated, your key to growth is investing in leading technology, like NetSuite + Next Service, that will enable you to be leaner and can grow with you.

ERP projects catalyse cultural transformation and operational enhancements within organisations, particularly advantageous for large teams. ERP can streamline processes, promote data-driven decision-making, enhance collaboration, and foster a customer-centric focus. By embracing change, driving customer-centric innovation, and leading through transformation, field service businesses can optimally manage large field teams.

Australian service companies embracing such changes have more chances to achieve market leadership. According to Deloitte, companies prioritising digital transformation are 26% more profitable. ERP implementations, however, pose challenges like complexity, data migration, costs, and customisation dilemmas. Overcoming these hurdles through careful planning, effective change management, and an expert implementation partner like Klugo can lead to success, positioning field service businesses for sustainable growth and competitive advantage.

 

About Klugo

NetSuite + Next Service

Klugo’s vision is to unlock the full operating potential of our customers to maximise the value of their business. We do this by helping them achieve operating excellence using NetSuite + Next Service, the world-leading cloud ERP and FSM business platform for small-to-medium-sized businesses.

Need a specialist’s free advice?

Feel free to call an expert in operational excellence today. Find out how cloud-based technology can support and quickly adapt to your growth strategies.

AI, AR & IoT: Don’t Let Unlinked Smart Technology Go Rogue

Unlock productivity & exceed customer expectations! Learn how tech solutions like Next Service ERP transform field service management in FY23–24.

Managing Large Field Teams: Unique Challenges in FY23–24

Unlock productivity & exceed customer expectations! Learn how tech solutions like Next Service ERP transform field service management in FY23–24.

Women Empowering Women in FSM: Insights, Inspiration, and Inclusion

Unlock optimised asset management with NextService and NetSuite. Engage with Klugo’s FSM and ERP experts for success.

Maximise Your Asset Management: Discover How with NetSuite + Next Service

Unlock optimised asset management with NextService and NetSuite. Engage with Klugo’s FSM and ERP experts for success.

End of Financial Year: Here We Go Again

Efficient inventory management is crucial for medical device manufacturers and suppliers. NetSuite and Klugo offer solutions to optimise operations.

Inventory Management Cuts Costs and Improves Efficiency for Medical Device Suppliers

Efficient inventory management is crucial for medical device manufacturers and suppliers. NetSuite and Klugo offer solutions to optimise operations.

Women Empowering Women in FSM: Insights, Inspiration, and Inclusion

Women Empowering Women in FSM: Insights, Inspiration, and Inclusion

Field Service Management (FSM) has undergone significant technological changes over the last 50 years – from clipboards to mobile apps – but in the employment sphere, FSM remains an industry trapped in the past, with only 2% of women employed as field sector workers.

But technological advances mean there are really no rational reasons why women should not be employed in the sector and see FSM as a career choice, a very promising one where they can succeed both in the field and at commanding heights.

The 14th Field Service Management Summit 2023 presented a golden opportunity for FSM leaders to participate in thought-provoking conversations, gain strategic insights, and build valuable networks, particularly for women.

The summit carried a unique theme of supporting and celebrating women in the field services industry, highlighting the transformative power of female leaders such as Next Technik CEO Annaliese Kloe, who are breaking gender barriers and driving change in FSM.

The lack of gender diversity in the FSM industry has meant a lack of diverse perspectives and untapped potential. Women’s empowerment and representation remain crucial for achieving not only gender balance, and promoting inclusive workplace cultures, but in finding super HR resources in a period of nearly full employment. And that’s the challenge for the sector: creating a new culture and driving change that opens up the industry to greater opportunities for women and the sector itself.

Cutting off half of the available workforce and their skills, ambition, and drive is self-defeating. Gender-balanced teams bring creativity and innovative problem-solving, making them better equipped to tackle the challenges of a dynamic industry.

Annaliese Kloe’s journey to becoming the CEO of Next Technik serves as a great example of how to employ and empower women in FSM. Annaliese recognised early on the importance of attracting and building a diverse and inclusive workforce to the success of her FSM technology business. And that meant hiring capable and intelligent women who could quickly develop the technical skills and industry knowledge necessary to be successful in a predominantly male-dominated space.

“My mother, Di Kloe, was one of the first women to take on an executive role in manufacturing in Australia, as co-founder of Headland Machinery. She taught me that it’s never about gender in business, but more about the role and who is best to do it well.”

And that strategy has paid dividends: 47% of Next Technik’s staff and 50% of its leadership team are women. Next Technik’s successes have seen it grow from an Australian operation with under 15 staff to over 70 staff serving customers across the globe. This is something to be celebrated, particularly in the tech world.

“What you’re looking for is the right values match, aptitude, and transferable skills, like digital skills, time management, and interpersonal skills. When it comes to leaders, we evaluate their potential to fill higher roles or develop professionally.”

The FSM Summit 2023, with its spotlight on women in the industry, was an ideal platform to have conversations about how to address gender disparities and promote inclusivity in the industry. The panel discussion: ‘Transforming the Workplace to Get More Women on the Job’ brougth together an impressive list of industry experts: Bonita Carroll (Research Fellow, University of Western Australia), Lisa McKiernan (Program Delivery Manager, Urban Utilities), Amanda Nuttall (Business Improvement Lead, Optus) and Janet Cribbes (Chief Executive Officer, Tradeswomen Australia). This panel explored the challenges faced by women in FSM and strategies for creating a more inclusive and diverse workforce.

The conversation opened up to the audience, inviting attendees who had their say on the most pressing topics:

  • Removing bias in the hiring process: should gender neutralisation in recruitment be promoted?
  • Hiring and retention: tools to attract women (and men) to front-line roles
  • The power of flexibility: rethinking scheduling tools to support women in their careers
  • Shared experiences: working in a male-dominated world

This interactive session provided a valuable opportunity for attendees to share their experiences, insights, and best practices, fostering a collaborative environment to drive positive change and support women in the field services industry.

Reflecting on removing bias in the hiring process, Annaliese says: “There is no room for bias in the hiring process if you want to build a successful company. And ensuring that women have a voice at the leadership level is essential. My experiences working in a previously male-dominated industry make it easier for me to relate to other women entering the industry and adapt our culture to support their success.”

“Many women are naturally empathetic, and leaders who practise empathy get more from their teams since they are focused on solutions rather than problems and punishments. It also comes as no surprise that teams rally around leaders who treat them with respect and care. Empathy is a trait people, both men and women, are born with (and recruiters can look for), but it is also a skill people can cultivate (with the help of mentoring and coaching).”

Annaliese emphasises customer-centricity and the power of data-driven decision-making when thinking about best practices for the FSM industry. Annaliese’s passion for creating a more inclusive and diverse workplace culture has led Next Technik to take proactive measures to attract and retain women talent in FSM roles.

“It is important to be proactive about nurturing future leaders,” said Klugo CEO Annaliese Kloe, “a favourite part of my job has always been mentoring and coaching women who exhibited leadership talents. But you do not yet find a lot of women at the intersection of technology, manufacturing, and field services, so it is necessary during the recruiting process to seek out talented women who can bring a level of diversity and a different perspective to the table.”

While the FSM Summit provided a catalyst for generating meaningful conversations, exchanging ideas, and exploring innovations, the effort to foster inclusion and support women in FSM must extend beyond this event. Companies must commit to continuous endeavours to break gender barriers and create an environment where women can thrive and excel.

 

About Klugo

NetSuite + Next Service

Klugo’s vision is to unlock the full operating potential of our customers to maximise the value of their business. We do this by helping them achieve operating excellence using NetSuite + Next Service, the world-leading cloud ERP and FSM business platform for small-to-medium-sized businesses.

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