WHAT’S NEW AT BRITE

We, at Angus Analytics, want you to think of this newsletter as another invaluable resource, that will keep you tapped into the fuel delivery industry with up-to-the-minute reporting and analysis. It’s just one more way we can service the customers who mean so much to us.

HANDLING EXCESS CALLS IN THE SPRING BOB LEVINS

By definition, a successful product or service generates more revenue than the cost to produce, sell and service it.  In our industry, we’d like to think that a standard service contract, typically offered in the range of $200 to $300 (depending on the coverage specifics), qualifies for this designation. Across a broad spectrum of BRITE subscribers, our data has shown that a fully loaded service call will cost ~$140 (do you know what your cost is?), which means the revenue received for the contract will cover approximately two calls per year. We also know that one of those calls will be the preventive maintenance call included in the contract and performed proactively. Therefore, the threshold for breakeven on a service contract will occur after just one unscheduled call from the customer.  The hedge that we call a service contract will work well for approximately 80% of customers who, on average, will experience two or fewer service calls per year. However, it’s the remaining 20% that should be a focus for your service department.

Trend Alert: We are observing that many companies, in an attempt to mitigate some of this risk, are offering a “Share-the-Risk” type of contract, which provide customer with somewhat limited protection, a discount on parts and labor only. You can present this to your customer in a few different ways:

1. This is the service contract we offer…
2. A probationary contract for the first year, until we learn more about your equipment
3. For those you choose not to renew a full service contract for due to excess calls, this alternative still provides ‘stickiness’ between your company and the customer In summary, we have confidence in the profitability of most of our customers. 

The challenge lies with the outliers, those ~20% of customers that for one reason or another, drain our resources (and emotions) on a daily basis. Identifying them, and “fixing” them has been the challenge. BRITE’s Excess Calls view is the solution, segmenting for you exactly who they are. Now all you have to do is execute! 

UPCOMING EVENTS

MEANINGFUL METRICS

BRITE TECH NOTES

Recent System Improvements

• Added the ability for users to re-size their widgets, allowing further flexibility and dashboard customization
• New table structure allows users to create custom groupings rather than predefined groupings
• Optimized both Dashboard and Widget loading, Objects (Dashboards, Widgets & Reports) appear faster and render more smoothly
• Added a new left-sidebar and floating action button to the dashboard to better organize those options and reduce the clutter at the top of the screen

• Associate service calls with the item/equipment being serviced rather than the location
• Service equipment items now visible in Excess Calls widget
• Service, down to the equipment level, has been incorporated into the callback logic