Welcome To The Field Service East Content Center!

You’ll discover:

• How your company stacks up against leading field service organizations – and how you can achieve “Best-in-Class” performance
• 5 key steps to expand your business with optimized field service efficiency
• How a leading manufacturer cut work order resolution time by 50%

The audience was asked to comment about the following:

• Their investment into service organizations
• Future investment into research and development
• Current growth strategies
• New product development
• Workforce management strategies
• Best-in-class strategies for training and development

Approximately 60 Executives at the Field Service conference in roles like Senior Vice President, Customer Support, Vice President of Field Service, Director of Customer Advocacy and more, from companies as diverse as Kodak, Siemens and Pitney Bowes, responded to the comprehensive survey.

See how your firm compares to your peers and competitors by viewing the results throughout this report.

Volume 1 focuses on top-level challenges, processes and technologies.

Click on the image on the left hand side to download the study.
Dont like to fill out forms? Request your copy of the study here.

Volume 2 of the report focuses on the efficiency to which service organizations are capturing, communicating and transferring knowledge.

Click on the image on the left hand side to download the study.
Dont like to fill out forms? Request your copy of the study here.

In this brief video interview, Mark discusses how he and Kodak dealt with this challenge after implementing new technologies in their field service operations. Remote monitoring and remote services, and predictive failure analysis, for example, provide better ways for field service professionals to predict and be proactive. In the old days, Brienzi says, companies had an overstock of parts in their trunks, whereas nowadays, new technologies are helping to reduce that number and make service operations more efficient.

Watch the short video and hear Mark discuss these topics and more.

Larry Wash shares his expertise on building and sustaining world class service. Specifically in today’s environment, the service business can account for over 50% of a company’s total revenue. Learn how to create a roadmap for your organization, develop compelling service offerings, develop services leadership skills and drive cultural change so that service is a core strategy at your own organization.

Service revenue has become an increasingly important revenue stream for
technology-based companies. In this keynote, Keith Lembach demonstrates how Motorola Solutions recognized an opportunity to take their services selling and customer loyalty to the next level, and created an innovative partnership with ServiceSource to make it happen. Keith also discusses best practices in service renewals to manage and optimize results, including the use of detailed key performance indicators, metrics and benchmarks; we will also discuss how companies can create significant value and innovation through performance-based business partnerships.

ServiceSource deploys an integrated solution consisting of a suite of cloud applications, dedicated service sales teams, and a proprietary Service Revenue Intelligence Platform to increase its customers’ renewal rates by over 15 percentage points on average, sometimes much more.

In this podcast, hear Saur talk about why the recession has helped service professionals be better at their jobs, how he sees the industry evolving and how he’s closing 60% of tickets without an onsite visit.

In this podcast interview, Ivin Smith, Vice President, Customer Service & WW Technical Support, Pitney Bowes, talks about why the company is taking steps like this. Ivin has even starred in some of these training videos himself, and says that he thinks its important to embrace the technology and means of communication his field reps are using. He also talks about ways the organization is working to increase service revenue, such as the implementation of creative incentive programs to drive the sales of fee-based services.

In this Field Service podcast, he discusses the relationship between third parties and OEM’s and how to evaluate the effect of third-party service providers on customer satisfaction. The biggest opportunity a third party service provider has on positively impacting customer expectations is to provide better up time, he says. And the best way to provide that is to have a direct, unfiltered dialogue with OEM’s. Hear him talk about how to do that here.

Here Adamski, along with representatives from DIRECTV, Leica Microsystems, Applied Materials and more, speak about this effort as well as the increased attention toward new technologies and ways to improve field service productivity.