4. Facility construction,
operation and maintenance
Based out of Atlanta, GA,
850 Employees, $43
Million/year company
Been providing full range of
facility services & solutions
since 1948
100 Technicians, Core +
McKenney’s, Inc.- Overview
5. Contacts:
Jeff Birch, Operations
Manager
Danny Woodham, VP of
Field Operations
Mark Windom, VP and
GM
Field
Operations
Operations
Manager
VP-Decision
Maker
McKenney’s, Inc.- Getting In
6. VP of Field Operations Operations Manager VP & General Manager
• Efficiency in dispatch
& scheduling
• Easy-to-use systems
& interface
• Technician KPIs
• Systems integration
• Dashboards &
Reporting
• Providing world-class
service
• Contract
Management
• Leveraging SFDC
McKenney’s, Inc.- Role Motivations
7. Business
Motivations
• Provide best-in-
class service
• Eliminate multiple
inefficient
systems
• Improve Contract
Management
• Dashboards &
Reporting
ServiceMax ROI
• Improved
customer service
• Single system of
record for service
• Improved
contract
management
• Reporting to
improve KPIs
Discovery
• Emphasize
leveraging SFDC
• Focus on lack of
reporting/visibility
• Efficiencies
gained by
eliminating
multiple systems
• SMAX customer
satisfaction case
studies
McKenney’s, Inc.- ROI & Discovery
8. Probe until prospect
needs = SMAX
strengths
Validate business case
w/ KPIs if possible
Align ROI w/ prospect’s
values
Stalled in Stage 2,
Demo went poorly
McKenney’s, Inc.- Takeaways
10. Contacts:
Ryan Hutchinson, IT
Manager
Evan Ehlenbach, EVP of
Operations
Hall Smith, COO
IT Manger
EVP of
Operations
COO
Coolray- Getting In
11. IT Manager EVP of Operations COO
• Reliability of systems
• Mobility with iPhones
& potentially iPads
• Increase productivity
in the field (additional
calls)
• Eliminate Paper
Processes
• Improve overall level
of service & customer
experience
• Reporting on KPIs
Coolray- Role Motivations
12. Business
Motivations
• Increase efficiency
through elimination
of paper processes
• Increase level and
quality of service
offered to
customers
• Reporting on KPIs
such as tech
utilization
• Mobile capabilities
ServiceMax ROI
• Elimination of
paper
• Visibility into
service history for
techs resulting in
better service
• Dashboards and
Reporting on
utilization
• Device agnostic on
mobile
Discovery
• Emphasize
complete solution
with reporting
• Focus on ROI from
elimination of
paper
• How do we engage
higher level
decision makers
on a meaningful
level?
Coolray- ROI & Discovery
13. Starting w/ IT not
necessarily a bad thing
Play to our unique
strengths (end-to-end,
reporting)
Utilize Events
Stalled in Stage 2, no
Demo as of this time
Coolray- Takeaways