Understanding The Human Side Of Field Service

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A formal customer care program can produce substantial revenue gains. Glory Global has designed an engagement program with a specific, detailed set of requirements for customer interaction outside of the renewal cycle. In this session, Mike Bielemowicz discusses keys to success including:
• Identifying which customers you must retain based on profitability, market leadership, etc

• Creating action plans for each customer to determine how often to reach out and through which method (phone call, in-person visit)
• Assigning an employee to handle customer care interactions based upon who has the best relationship with customer (field technician, salesperson, dispatcher, etc) and ensuring these communications are purely customer service related and not sales calls

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A positive service culture generates engaged employees and satisfied customers. Schneider Electric strives to create an onsite experience that allows its field techs to spend more time with customers in an effort to do more than just fix the problem. In this session, Billy Wang discusses how Schneider Electric is able to do this, including:

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Vehicle to Vehicle, Vehicle to Infrastructure, Autonomous Vehicles: What does it all mean for field service fleets now and into the future? What are the opportunities for cost reduction, inventory control and productivity improvement when your vehicle acts as wireless hub for your mobile workers, equipment, sensors and even partners? Kelly Frey, VP of Marketing for Telogis, widely recognized as the leader in OEM embedded telematics, will open your eyes to what is available today and what's coming down the pike from vehicle manufacturers, mobile device manufacturers and application providers. You don't want to miss this session!

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In order to ensure employee acceptance of necessary corporate adjustments, it’s important to recognize the potential challenges. Paul Oliver heads up a team of thousands and in the fast-paced world of aerospace, he is well-versed in the psychological aspects of change management including:

• Why do people resist change?
• Which personality types handle change better?
• Why are people afraid of technology? How can you best manage a rollout to mitigate change issues?

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In this presentation you will gain insight into the challenges facing Service Providers and effective strategies to address....

• an aging workforce
• attracting and recruitment of new talent
• retention and expectations
• accelerated training and knowledge management

....in the delivery, growth and market expansion of a service business.

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A forward-looking service operation must be technologically focused and dedicated to customer service. In this session, Jeffrey Wartgow shares keys to modern field service including:

• Connecting the field and the call-center
• How Omni Channel customer service impacts the field
• Make Field Service a customer care focused organization
• Trends to watch (M2M and the Internet of things)

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Companies that give back to their communities receive good PR, but there’s another, perhaps even more important reason, to be philanthropic. Studies have shown that employees who participate in nonprofit and community-based activities on behalf of their employer are more engaged and more loyal. In this interactive discussion, our experts from Cisco, Gerber Scientific and Roche will show the benefits of giving back, such as:

• Increasing employee satisfaction by providing time off to be used for community-based projects
• Fostering team-building skills among a remote workforce
• Highlighting your company’s status in the local community which may assist with recruitment efforts

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Table 1: Driving Customer Loyalty By Reducing Customer Effort
Hosted by David Douglas, Vice President Service Management, Scientific Games

Table 2: Service Issue Resolution: Closing The Loop Effectively To Address Quality At The Source
Hosted by Srdjan Mucibabic, Vice President Customer Support, Husky Injection Molding Systems

Table 3: The Impact of the Internet of Things on Service
Hosted by Michael Anderson, Senior Director Solutions Management, PTC

Table 4: Vehicle As A Mobile Network: Opportunities Abound For Service Fleets
Hosted by Kelly Frey, Vice President Product Marketing, Telogis

Table 5: Creating Customer Loyalty
Hosted by Bob Nelson, Vice President, Aftermarket Parts and Customer Service, Ray Lindsey Company

Table 6: Helping Technicians Sell Parts
Hosted by Eric Helmstetter, Vice President Customer Care, Alliance Machine Systems International

Table 7: Managing & Leading A Global Field Force
Hosted by Scott Wooden, Field Services Manager, Card Monroe

Table 8: Are You Ready For This: The Advent Of IoT, Mobility And Related Technology Advancements
Hosted by Tom York, CEO, Essintial Enterprise Solutions

Table 9: Ensuring Health And Safety Program Development Keeps Pace With The Technology Paradigm Shift
Hosted by Ken Walsh, Vice President Engineering & Operations, London Hydro

Table 10: Should You Hire An Engineer With Superior Technical Skills Or One with Superior People Skills?
Hosted by Tim Spencer, Vice President Customer Experience, WMS Gaming

Table 11: The Road To Modern Field Service
Hosted by Kayleigh Fitch, Product Manager, Oracle & JeffreyJ. Wartgow, Director, Product Management,Oracle

Table 12: Exploring Talent Management
Hosted by Patrice Eberline, Vice President Global Customer Transformation, ServiceMax

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