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Field Service 2011 – Service and Support Benchmark Vol. 1
Over the span of a month and a half, we surveyed field service professionals about key issues, initiatives, technologies and strategies in a five part survey.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.
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Field Service 2011 - Service and Support Benchmark Vol. 2
Over the span of a month and a half, we surveyed field service professionals about key issues, initiatives, technologies and strategies in a five part survey.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.
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| Whitepapers |
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Building A Service-Centric Culture In Equipment Centric Companies
Original Equipment Manufacturers (OEM’s) are known for their ability to master engineering and solve problems in traditional, mathematical (dare we say scientific) ways. But a culture of engineers is not always a culture of innovation. Larry Walsh, President, Global Services, Trane, argues that equipment companies today must learn to be "ambidextrous;" to focus on product AND service. In this exclusive WBR Field Service Whitepaper, learn Walsh's 4 crucial steps toward building a new service-oriented culture, as well as 7 solid tips to success.Click on the image on the left hand side to download the whitepaper.
Dont like to fill out forms? Request your copy of the whitepaper here.
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| Conference Videos |
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Developing A Service Centered Culture In An Equipment Centered Company Part 1
With Larry Walsh, President, Global Services, TraneLarry 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.
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Developing A Service Centered Culture In An Equipment Centered Company Part 2
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Developing A Service Centered Culture In An Equipment Centered Company Part 3
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Developing A Service Centered Culture In An Equipment Centered Company Part 4
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Increase Maintenance, Support & Subscription And Renewals By 15 Percentage Points Part 1
Keith Lembach, ServiceSource and Larry Escalona, Motorola SolutionsService 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.
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Increase Maintenance, Support & Subscription And Renewals By 15 Percentage Points Part 2
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Increase Maintenance, Support & Subscription And Renewals By 15 Percentage Points Part 3
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Increase Maintenance, Support & Subscription And Renewals By 15 Percentage Points Part 4
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How Field Service Organization Can Better Utilize Technology
Interview With Ivin Smith, VP Customer Service and Worldwide Tech Support, Pitney Bowes
As the corporate world barrels into the digital age, field service organizations too must consider how to better utilize technology to improve their businesses. Pitney Bowes is taking steps toward that kind of innovation with new practices like streaming video tutorials to Blackberry's and smartphones of its field service staff. In the below 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.
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Field Service Advisory Board Call
According to six representatives of the 2011 Field Service advisory board, a more concentrated effort toward workforce optimization is a key priority for improving field service operations in the coming years. In the below podcast, Jerry Adamski, Global Customer Service Director, Gleason Corporation, cites an effort the company took toward mapping out processes within the organization – a retreat of sorts – which resulted in two major positive changes made right away and several other positive effects. 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.
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