Field Service USA 2014 (past event)
April 20 - 23, 2014
Omni Hotels & Resorts, San Diego, CA
Array
Aly Pinder
Research Analyst, Service Management
Aberdeen
Performance Workshop Day
Tuesday, August 4th, 2015
15:00 Best-in-Class Strategies for Service Differentiation and Profitability
Field service presents one of the greatest opportunities to differentiate and grow your service business. However, few service organizations today have established the needed coordination and visibility across their service network to prevent inefficiencies and profit erosion. To capitalize on these opportunities, you can't just rely on the intelligent coordination of technicians in the field. It requires a strategic approach to service that breaks down process silos and connects all of the service functions and processes that are critical to providing faster service issue resolution and satisfied customers. Join Aberdeen's Aly Pinder and PTC to learn what strategies best-in-class service organizations are employing to achieve greater results.
In this session you will learn:
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The process improvements best-in-class service organizations, surveyed by Aberdeen, are investing in to increase efficiency and customer satisfaction
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How top-performing service organizations are increasing first time fix and service profitability by connecting the right technicians, service parts and knowledge at the point of service
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The strategy and technology solutions you should leverage to ensure best-in-class service performance
Main Day Two
Sunday, October 4th, 2015
13:10 Roundtable Ideas Xchange
Hosted by Ken Walsh, VP Engineering & Operations, London Hydro
Table 2: Employee Engagement Vs. Customer Satisfaction
Hosted by Jose Rivera, District Service Manager, Sysmex
Table 3: Increasing Service Revenue: Getting More Out Of Your Install Base
Hosted by Aly Pinder, Research Analyst, Service Management, Aberdeen Group
Table 4: Establishing A Comprehensive Safety Program To Minimize Injuries And Unexpected Costs
Hosted by Dave Baker, Senior Vice President Field Service, DirecTV & Tim Clemente, Vice President Safety, DirecTV
Table 5: Creating Value And Enhanced Customer Experience With Seemingly Indifferent Customers
Hosted by Timothy Spencer, Vice President Customer Experience, WMS Gaming
Table 7: Topic TBD
Hosted by Fleetmatics
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