11 OCTOBER 2017 Customer teach-in 1 Customer teach-in October 2017
Introduction Chris Weston CHIEF EXECUTIVE OFFICER 2 Customer teach-in October 2017
Agenda 10:30am Introduction Chris Weston Customer priority in Power Solutions Stephen Beynon Customer priority in Rental Solutions Bruce Pool Q&A 12:00pm Lunch 1:00pm Breakout groups: Petrochemical & Refining Robert Harrison Oil & Gas Alex du Valukoff, David Dickert Mining George Whyte, Jamie Shepherd Utilities Ana Amicarella, Bruce Pool Events Robert Wells Temperature Control Bill Carrick, Nicolas Protais 4:00pm Business development Dan Ibbetson Q&A 5:00pm Event close 3 Customer teach-in October 2017
Breakout groups RED Carole Cran YELLOW Tom Hull Group assignments BLUE Andy O’Brien GREEN Stephen Beynon ORANGE Chris Weston WHITE Louise Bryant 4 Customer teach-in October 2017
Business CUSTOMER Tailor sales and service channels Priorities Focus on key sectors Comprehensive Pursue adjacencies Evaluate bolt-on M&A opportunities programme in place TECHNOLOGY Work with our strategic partners to develop market leading products Strengthen and expand strategic partnerships Reduce the overall cost of power for our customers EFFICIENCY Streamlining our cost base Optimising deployment of resources Improving processes and systems 5 Customer teach-in October 2017
Power Solutions Stephen Beynon MD, POWER SOLUTIONS 6 Customer teach-in October 2017
Markets Power gap estimated at 115GW − Utility industry addresses around 8.5GW today Lower commodity prices have impacted developing Conditions vary by economies, particularly export dependent geography & sector Power demand growth has been impacted but effect varies by sector and geography 7 Customer teach-in October 2017
Customer Utility Industrial needs Customers Customers Needs & behaviours • More organised, more • Embracing off balance are changing advanced purchasing sheet solutions departments, tenders • Need reliable sources of commonplace power • Increasingly focused on total cost of energy • Demand flexibility in fuel types 8 Customer teach-in October 2017
Renewables Influencing the energy agenda Numerous potential benefits to developing economies − Low/no fuel costs − Reduce emissions − Can provide access to power in off-grid areas Still relatively immature, improvements needed to increase cost competitiveness Political support and subsidies required but largely unavailable 9 Customer teach-in October 2017
Our competitive advantages Our scale Our culture Our specialist knowledge 10 10 Customer teach-in October 2017 Customer teach-in October 2017
Responding to Use our technology to drive the lowest possible total cost of energy a changing environment Improve the efficiency of our operations Building on our Increasing our customer focus competitive − Deepening our knowledge of markets and sectors advantages − Up-skilling and increasing our sales network − Implementing a new CRM 11 Customer teach-in October 2017
Initiative 1: Market & sector knowledge Already a competitive advantage New approach to managing and using market intelligence – Power Market Tool − In depth understanding of market dynamics, key to identifying most likely opportunities to meet our potential targets Detailed view of markets in 5 key areas − Economic & political stability, ability to pay − Supply and demand balance, economic costs of no electricity − Fuel availability and cost − Off-grid opportunities − Power generation cost curve Benefits − Proactive in approaching customers − Identify opportunities earlier − Manage resources effectively 12 Customer teach-in October 2017
Initiative 2: Sales function upscale & upskill Reinvesting in our sales function Recruiting more sales people − 25% increase in Business Development Managers − Focus on sector expertise; local hires − Complement experienced in house team Improved training − Strategic sales training programme − Online tool, covers products, key sectors, sales process, competitive landscape, safety and ethics − Supported by in depth market analysis from our Power Market Tool 13 Customer teach-in October 2017
Initiative 3: Implementation of CRM Managing a complex, multi stage sales process Single source to collate, manage and track opportunities Common sales approach across all regions Real time flow of information globally, unlock the full value of the organisation Improve forecasting and visibility 14 Customer teach-in October 2017
Conclusion Our competitive advantages are the right building blocks Outlook for energy demand is increased growth Business priorities are strengthening and building on competitive advantages Developing a truly customer focused business Committed to delivering future growth 15 15 Customer teach-in October 2017 Customer teach-in October 2017
Rental Solutions Bruce Pool PRESIDENT, RENTAL SOLUTIONS 16 Customer teach-in October 2017
Our competitive WOMEN’S BASKETBALL advantage Cooling required with number of environmental variables Engineering & technical expertise Used prior experience In-depth front line understanding of our CATALYST COOLING customers’ problems Customers wanted an Flexibility to respond to alternative to costly nitrogen changes in demand for cooling We developed a patented cooling process, saving the customer up to $5m 17 17 17 Customer teach-in October 2017 Customer teach-In October 2017 Customer teach-in October 2017
Our customers Transactional Full Solutions Customers Customers expectations Focuses us • Transactions with • Important to maintain minimal human the partnership on four areas interaction relationship 1. Enhanced sector focus • Standard packages • Can benefit from automation 2. Investment in • Easy and repeatable adjacencies experience • Comprehensive technical support • Easy, multiple options 3. Investment in for help new systems 4. Global account management 18 Customer teach-in October 2017
Initiative 1: Sector focus 8 clear sectors OFF-GRID MINE Designed a low cost, low emissions solution for an Oil & Gas off-grid mine Utilities Used a predominantly gas solution with diesel back up Petrochemical & Refining Heat recovery system designed to remove need for Events separate heaters On rent for over a year, no current end date Quarrying & Mining Manufacturing Business Services & Construction Services 19 19 Customer teach-in October 2017 Customer teach-in October 2017
Initiative 2: Adjacencies TuCo ICS Dryco Heating & air Products adjacent conditioning, Heating specialist, Moisture control, to power Canada Illinois USA Washington USA ACQUIRED ACQUIRED ACQUIRED September 2015 August 2016 January 2017 20 Customer teach-in October 2017
Initiative 3: New systems CMS NPS Credit / Collections CTI SEARCH LOYALTY PAY CONTACT Effective Invoicing CRM INVOICE SELECT Customers CRM Case Management CPQ RETURN PRICE OFF HIRE ORDER E - Commerce ROC OPERATE SCHEDULE ERP INSTALL RECEIVE Transport / Inventory Management Option ons s being evalu luat ated ed - 2018 Fleet Management Field Service Management • Order Fulfilment • Capacity Planning • Mobile Logistics – Technician Apps 21 Customer teach-in October 2017
Initiative 3: New systems The customer journey Search & Contact Refine & Select Transport & Dispatch Install & Operate & De-Install Invoice & Pay Customers find Access to quotes via Customer selects Proactive and easy Reminder when Easy to read solutions online multiple channels delivery window monitoring, service, contract ending invoice that ties to and can track and maintenance original estimate/ Live chat available Proposals can be Multiple channels equipment and proposal to assist self-produced or Load data is exist to flag when tech status online requested documented and ready to off-hire the Customers can Partners have Proactive delivery transparent equipment select how they customized portal Proposal can be updates provided receive invoice received while on Partners have Up-to-date charges Customer calls, phone with call Customer knows frequent status accessible any time Invoicing and answered by sector center what to expect updates on Aggreko payment based on experts empowered Pickup checklists to prior to arrival performance customer choice to close deal Seamless process ensure quick and between field and One-call assistance efficient collection technical team to for operational complete sale issues Real-time Order process Best-in-class Flawless Best-in-class Simple, correct information tailored to rental transport and equipment pick-up and invoicing availability needs commissioning reliability decommissioning 22 Customer teach-in October 2017
Video 23 Customer teach-in October 2017
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