Disruptive Service Technologies Focus Day

You know that awkward moment when you make eye contact with the person sitting opposite you, say a polite hello, then never speak again? Well, this does NOT happen at Field Service. We know you need quality connections in order to further your business goals, so we’ll set you up for success.

In this quick ice breaker, you’ll learn your new friends’ names and common goals, then be miles closer to achieving them with the new network you are building.

---

· Looking at the scope and scale of your business to decide which service tools are worth investing in
· Understanding the needs of your customers to advance your service strategy
· Keeping your sight on function and financial performance rather than getting sidetracked by a shiny new technology
· Determining where and when it pays to invest in service technologies

---

Field Services 1.0 was a series of applications released to the field that automated paper-based processes. While that is helpful, the real break-through in ROI is transforming the way field service teams run their entire business processes. By looking at the core activities from the ground up, both from the employee and customer standpoint, breakthroughs can be achieved, such as reducing a company's average order time from 16 minutes to under 4 minutes. Come join Tobias Dengel, CEO of WillowTree, to see industry leading tactics to transform field effectiveness.

• Hear how Field Service 2.0 will transform field service effectiveness by reinventing entire business processes via mobility.
• Find out why the key is a complete user experience strategy that takes a deep dive into the needs of both customers and employees.
• Learn industry leading tactics on how to create a deep user experience strategy.

---

---

· How to be perceived as an innovative, top-notch service organization
· Understanding customers’ changing expectations in order to meet them
· What technology needs to be embraced in order to move into the next generation of service?
· Establishing more personalized customer service beyond break/fix
· Laying the foundation for next-generationservice

---

---

---

---

Technology continues to change the way you provide exceptional service and drive revenue and efficiency. During these Task Forces, you choose the technology your company can gain the greatest advantage by leveraging or advancing to the next level. Working with 15 - 20 of your peers, you’ll record 5 concrete strategies you can begin implementing immediately in your service organization. Get ready to disrupt business as usual and see major results in 2017!

1. Responding To Changing Customer Needs To Provide Better Support
Michele Autry, Manager, Service Operations and Administration, Americas, Getinge Group
2. Capturing Value From IoT
Cindy Elliott, Senior Industry Fellow, Aston Business School
Robert Horton, Director, Southern Operations, US, ABB Inc.
3. Overcoming Import And Export Challenges With Repair And Replacement Parts
Wesley Clements, Service & Aftermarket Operations Director, Goss International
4. When Status Quo Becomes The Enemy Of Change – Don’t Let Your Creative Ideas Be Sunk By Process Police
Tom Belisle, Sr. Manager, Service Marketing, Siemens Healthcare
Brijesh Mannattuparampil, In Vitro Product Manager, Siemens Healthcare

Does your organization offer solutions to support one of these disruptive service technologies? Would you benefit from engaging with attendees specifically interested in carrying out the services you offer? Then find out how you can facilitate one of these task forces, contact sponsorship manager Evan Speight at evan.speight@wbresearch.com or 646.200.7828.

---

---

---

---

---

---

All Task Force facilitators will share with the entire audience the 5 specific strategies for advancing the use of disruptive technologies that they uncovered in their discussions. A version of pure, concrete Field Service Fall gold nuggets.

Today’s dynamic business environment calls for organizations to adopt massive change more frequently than at any other point in history. The reality is that businesses are generally organized to execute the core functions that makes them successful in their particular market. They are not organized to constantly and effectively manage the change required to remain competitive in the ever-shifting markets of the technology age. In particular, when the change entails significant new technology adoption or a major strategic paradigm shift, organizations can be overwhelmed by the mechanics of making such a pivot. It is beyond reasonable to ask any organization to be able to allocate the resources necessary to execute transformative change all while staying competitive in their space.

---

---

A facilitated strategy and best practice discussion around the nuances of different service models. 20 participants sign up on a first come first served basis.

---

· Assessing whether you are using handhelds to their full potential
· Putting GPS on both your technicians’ trucks and handheld devices
· Analyzing technician output with the GPS data collected
· Altering processes and procedures to put more efficiency into place

---

· Determining what information needs to be available for technicians on every call
· Capturing the history of machines so a technician doesn’t go in blind
· Creating resources to support install, service calls, and training
· Deciding which CRM or technology platform can best support your efforts

---

You’ve spent a full day at Field Service Fall gathering strategies to bring innovation and effectiveness to your service organization. Now relax and unwind with new friends, long-time colleagues, food, drinks, and fun.