On this page, you will be able to listen/view/download Field Service past presentations, current speaker podcasts, access white papers, reports, etc. This page will be updated frequently, so keep visiting this site to stay up to date on the latest Field Service developments.
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Free guide -- learn how to dramatically improve field service efficiency and grow your business.
Sponsored By: ServiceMaxYou’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%
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| Whitepapers |
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Three Strategies For Field Service Resource Scheduling Software
Sponsored By: IFS
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Nalco delivers improved responsiveness to its customers, by installing a Retriever Communications mobility solution
Sponsored By: Retriever Communications
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Mobile Companies Finish First: Why Being Out Is In
Sponsored By: Runzheimer International
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Benefits Of Operationalizing Mobile Workforce Management In The Cloud
Sponsored By: TOA Technologies
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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.
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| Service & Support Benchmark Study |
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Service & Support Benchmark Study Vol.1
Over the year’s we’ve asked you time and time again what Field Service could provide beyond our events…and time and time again, you’ve come back saying Benchmarking Data. Well, we’ve heard you, and we’ve got results for you…Over the span of a month and a half, we surveyed you and your peers about key issues, initiatives, technologies and strategies in a five part survey. Over the next five months, we’ll be releasing these results… This month’s survey focuses on top-level challenges, processes and technologies… Take a look at the results by downloading it here!
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| Podcasts |
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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.
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Pitney Bowes streams training videos to smartphones; increases service revenue through new initiatives
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 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.
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Brian Lucyk, Vice President Central Operations at Pendum, LLC discusses the relationship between third parties and OEM’s
Having been on both sides of the coin with a career that started on the equipment service side, Brian Lucyk, Vice President Central Operations at Pendum, LLC, says that third party service organizations ultimately drive OEM's to become better companies. “The more push there is from independent service providers, the better the OEM has to be,” says Lucyk.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.
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Field Service 2011 Advisory Board Podcast
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 this 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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