FXL - Field Service Excellence

Episode 18 of our Continual Value Creation Series for M&A in the Trades is HERE! 🎙️   In this culminating episode, we talk about how broken accounts receivable (AR) processes can quietly hinder growth, potentially draining millions from your business.   Join FXL hosts Yassin Shaar and Gyner Ozgul, alongside Origo's SVP of Transformation, Symeon Gum, in breaking down some of the most common cash flow killers. Apart from possible defects in upstream processes, pitfalls in collections can include:   🤔 Outdated customer data ☎️ Lack of follow-ups ❎ Mismatched payment terms and contracts   Plus, hear actionable lessons portfolio executives should remember when creating sustainable value post-M&A. ⚡ Watch our full episode here ➡️ https://lnkd.in/dVmDg2RY ------   Stay tuned to all our socials for more exciting announcements!  YouTube 👉 https://lnkd.in/gasAXUZe Spotify 👉 https://lnkd.in/gjEpM_Nf

Back-office processes assist field technicians in completing a work order. Due to lack of internal capacity, some Field Service businesses assign these administrative tasks to their technicians. However, Lean expert and Origo's SVP for Transformation Symeon Gum advises that these tasks should ideally have minimal impact on a technician's daily workload. Adding administrative burdens to their responsibilities shifts their focus away from their primary, customer-facing function. For more insights on optimizing tech support, watch our full episode here ➡️ https://lnkd.in/diXEA9Cj

In the Field Service industry, customer service is the front end of the order-to-cash cycle. During integration, it is important to observe and adopt the best practices, particularly in customer service. However, not all best practices are suitable for every acquisition. FXL co-host and RAFTRx CEO Gyner Ozgul shares his advice—think about the scalability of these practices and implement them with a trial-and-error mindset. Do you want to be an acquisition-ready PE platform company? Discover valuable insights from our Tactical M&A series ➡️ https://lnkd.in/dSfsdSeM

People and cultural alignment are crucial factors to the success of an M&A. Company meetings, town halls, or roadshows are excellent venues for delivering your vision to all the stakeholders in the business you're acquiring. Any business changes should align with a consistent reinforcement of your vision. This strategic approach ensures that everyone understands the direction clearly and avoids confusion or misleading narratives. Get more insights about M&A in the Trades from our first Tactical M&A episode today ➡️ https://lnkd.in/dDQ4Hzuu

Sometimes, service leaders tend to focus solely on synergies created by mergers and acquisitions (M&A), which typically represent the combined value of estimated cost savings or incremental revenue for both companies. FXL co-host and RAFTRx CEO, Gyner Ozgul, explains that while synergy is easy to track and can be seen as a straightforward mathematical equation, he recommends shifting the focus toward growth acceleration to unlock even greater value within the business. Learn more tips on becoming acquisition-ready as PE platform company from our webinar here ➡️ https://lnkd.in/dSAeJtCq

Episode 17 of our Continual Value Creation Series for M&A in the Trades is HERE! 🎙️ Billing backlogs, errors, disputes, and delays can feel like potholes on a long, frustrating road trip, slowing down revenue, creating customer friction, and even impacting profitability. In this episode, we identify some of the most common billing breakdowns Field Service businesses face post-merger and how to fix them before they derail your growth. Tune in as FXL hosts Yassin Shaar and Gyner Ozgul, joined by Origo's SVP of Transformation, Symeon Gum, share their valuable insights to help transform your billing into a strategic cash flow driver. Learn more about: 🔎 How billing errors can devalue technician work 🔎 Which KPIs can signal billing breakdowns 🔎 Why you should fix flawed billing workflows before integrating automation Watch our full episode 👉 https://lnkd.in/ddN4jEha Follow us to stay updated on the latest episodes from our Continual Value Creation Series: YouTube ➡️ https://lnkd.in/gasAXUZe Spotify ➡️ https://lnkd.in/gjEpM_Nf

In some Field Service companies, technicians take on administrative tasks on top of servicing customers. However, these non-customer-facing tasks could negatively impact the technician's productivity and time management. Find out how to empower your technicians with robust tech support from our latest episode here ➡️ https://lnkd.in/dMTddEgQ

Developing artificial intelligence (AI) solutions for Field Service businesses requires a huge volume of data sets, such as equipment information, troubleshooting guides, and even technician feedback. However, collecting and consolidating technician feedback can be difficult. Technicians can become protective over their implicit and tacit knowledge, which—if captured—could help optimize the AI model's performance and output. Curious about the potential of AI for tech support? Watch our latest episode here to learn more 👉 https://lnkd.in/deMpcMCQ

FXL co-host and RAFTRx CEO Gyner Ozgul reveals one critical symptom of an overwhelmed dispatch team. In the Field Service industry, customers expect instant responses when they have equipment issues. Leaving them on hold for too long not only frustrates them but it can also hurt customer satisfaction. Learn how to improve your service delivery through dispatch optimization from our full episode here 👉 https://lnkd.in/drBTvbAj

For service-related businesses, time is of the essence as delays in dispatch can frustrate customers needing quick assistance. One of the low-hanging fruits in dispatch is assessing its capacity post-acquisition. An overwhelmed dispatch team leads to long queues of work orders waiting to be assigned to technicians. This issue also results in customers being put on hold, increasing the Average Wait Time per call. Hear more from FXL co-host and RAFTRx CEO Gyner Ozgul on his take on dispatch optimization here 👉 https://lnkd.in/d8S9vfsd