23 - 25 February, 2015
Rancho Bernardo Inn, San Diego, CA

Field Service Medical FREE Resources


Get Access to Benchmark Studies, Podcasts, Past Presentations, Interviews and Much More! This page will be updated frequently, so keep visiting this site to stay up to date on the latest Field Service developments.  

Be part of the next benchmarking study by attending Field Service Medical 2013, Download the Agenda Now!

Podcast
Service Culture of the Future: From Reactive, to Proactive to Predictive
The break/fix mentality is fast becoming a thing of the past among service professionals. Being in the service business used to be a 9 to 5 job – today the job description is far more complicated, and according to Tim Saur, that’s a good thing. Saur, VP and COO, Durst Phototechnik, AG North America, says that service today is about much more than waiting for equipment to break and then fixing it: it’s about creating opportunities for proactive – or even someday soon – predictive service. 

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.
    
Whitepapers
Six Ways to Boost Service Profitability & Customer Satisfaction
Global economic volatility is the new reality. Escalating costs, changing technologies,
complex regulations, unpredictable markets and record deficits are impacting businesses
around the world and have created new challenges in meeting shareholder expectations.
Aftermarket Services (AMS) have become increasingly important as manufacturing
organizations look for ways to generate profits, reduce costs, differentiate themselves and
drive overall enterprise growth in these market conditions. However, a robust AMS
program can be challenging to develop and implement. This paper identifies six strategies
to help AMS service operations become globally effective, in turn driving higher customer
satisfaction and better business outcomes.
    
Building 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.
    
Past Presentations
Making The Decision To Implement A CRM System
MaryAnn Camacho, General Manager Support Operations, GE Healthcare
    
Exploring Future Technologies That Will Drive Field Service Innovation
Dennis Pappas, Senior Director, Service Operations, Hologic Meredith Powers, Senior Product Marketing Manager, AT&T
    
Evaluating The Effect Of The Emergence Of Third-Party Service Providers On Your Customers Expected Levels Of Satisfaction
Brian Lucyk, Vice President Central Operations, Pendum, LLC
    
Integrating Service Companies During & Acquisitions
Mark Hessinger, Executive Director Worldwide Customer Service, Gerber Scientific
Jerry Adamski, Global Customer Service Director, Gleason Corporation
Art McGinn, Vice President Service, Canon
    
Past Video Presentations
Developing A Service Centered Culture In An Equipment Centered Company Part 1
With Larry Walsh, President, Global Services, Trane

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.

    
Developing A Service Centered Culture In An Equipment Centered Company Part 2
 
    
Developing A Service Centered Culture In An Equipment Centered Company Part 3
 
    
Developing A Service Centered Culture In An Equipment Centered Company Part 4
 
    
Increase Maintenance, Support & Subscription And Renewals By 15 Percentage Points Part 1
Keith Lembach, ServiceSource and Larry Escalona, Motorola Solutions

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.

    
Increase Maintenance, Support & Subscription And Renewals By 15 Percentage Points Part 2
 
    
Increase Maintenance, Support & Subscription And Renewals By 15 Percentage Points Part 3
 
    
Increase Maintenance, Support & Subscription And Renewals By 15 Percentage Points Part 4
 
    
Benchmark Studies
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.
    
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.