Field Service Europe 2014 (past event)
20 - 22 October, 2014
Movenpick Hotels, Amsterdam , Netherlands
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Day 2
07:30 - 08:00 VIP Think Tank Hosted by Fleetmatics
Invitation-only executive boardroom discussion. To request an invite, contact Executive Director Jen Montgomery at jen.montgomery@wbresearch.com.
08:00 - 08:40 Continental Breakfast & Registration In The Solutions Zone
08:40 - 08:45 Welcome Remarks
08:45 - 09:00 Chairperson’s Opening Address
Michael Traeger
Sales ManagerIFS
09:00 - 09:20 Differentiating Your Service To Demonstrate Superior Value
•Developing tools to compete against low-end competitors in a commoditized market
•Synthesizing corporate marketing efforts to ensure your customers understand the value of your service
•Compiling a tool kit to justify higher prices (what must be highlighted about your service)
09:20 - 09:40 Running A More Profitable Fleet With Next-Generation Business Analytics
09:40 - 10:00 Improving Customer Experience With Service Quality
10:00 - 10:20 Improving Automation To Enhance Technician Efficiency
•Exploring the benefits of automated scheduling and dispatch tools
•Implementing mobile solutions for closing work orders
•Assessing the vendor landscape to ensure your team is equipped with the best tools
John Rinaldi
System Architect for Service Management and Mobilitythyssenkrupp Elevator
Greg Buckland
Progress IT Directorthyssenkrupp Elevator
10:20 - 11:05 Morning Refreshment & Networking Break In The Solutions Zone
11:05 - 11:45 Panel Discussion: Ensuring Effective Communication With A Deployed Field Force
- Delivering timely updates so that remote technicians feel connected with the business
- Implementing free flow of communications to that decisions are not made in a silo and then handed down
- Initiating on-demand training models so field force remains up-to-date on latest technologies
Andrea Girardot Kovarikova
Director Technical & Field Services Europe & DistributionHaemonetics Corporation
Mike Gordish
Director Product ManagementARRIS
11:45 - 12:05 Outsourcing Depot Repair Operations
12:05 - 12:25 Transforming Field Service Into A Profit Powerhouse
Did you know that service revenue is the top priority for half of all field service executives? Field service, more than ever, is now seen by CEOs as the next big driver of revenue and growth within the company, but how do companies make growing service profitability a reality? In this session, learn how your people, your processes and your technology are the key to turning your field service organisation into a profit powerhouse.
• Learn how to leverage your engineers in the field to drive more revenue for your organisation
• Understand the culture and strategies required to become a true revenue generator
• See how detailed metrics and dashboards can give you greater insights into your field service workforce
• Hear real company success stories
12:25 - 12:45 Transforming Customer Training Into Added Revenue
- Developing tiered levels of customer training where the most basic level is included as part of the sales contract
- Creating additional levels of more intense customer training that are available for an added price
- Requiring customers to pass a certification test which adds revenue above and beyond training fees
12:45 - 13:45 Luncheon For All Attendees
13:45 - 13:55 Chairperson’s Afternoon Address
David Burns
Group Executive, Global Business ServicesTelstra
13:55 - 15:25 Roundtable Discussions:
Speakers:
Jerome Piche Vice President of Global Customer Service bioMerieux
Paul Mooney VP Customer Success ServiceSource
Patrick Seidensticker Director, Rugged Mobility Marketing Solutions Dell
Ivo Ruckstuhl Head of Mobile Solutions Coresystems
Spencer Earp Vice President for Europe ServiceMax
Karl Weber Vice President Enterprise Sales Fleetmatics
Jerome Piche Vice President of Global Customer Service bioMerieux
Paul Mooney VP Customer Success ServiceSource
Patrick Seidensticker Director, Rugged Mobility Marketing Solutions Dell
Ivo Ruckstuhl Head of Mobile Solutions Coresystems
Spencer Earp Vice President for Europe ServiceMax
Karl Weber Vice President Enterprise Sales Fleetmatics
During this session, you'll have the opportunity to attend two of the following discussions:
Table 1: Approach To Monetize Customer Interactions To Maximize Service Outcomes
Hosted by Paul Mooney, VP Customer Success, ServiceSource
Table 2: Service Innovation & Transformation
Hosted by Ivo Ruckstuhl, Head of Mobile Solutions, Coresystems
Table 3: Discussing The TCO Of Rugged Devices
Hosted by Patrick Seidensticker, Director Rugged Mobility Marketing Solutions, Dell
Table 4: Establishing A Safety-Driven Culture
Hosted by An Executive From Fleetmatics
Table 5: The Mobile Imperative: Mobile Strategies For Field Service Efficiency And Revenue Growth
Hosted by Spencer Earp, Vice President for Europe, ServiceMax
Table 6: What's The Best Organization Model For Global Customer Service?
Hosted by Jerome Piche, Vice President Service, bioMerieux
** additional roundtable hosts to be determined
ServiceSource
Dell
Coresystems
Fleetmatics
Table 1: Approach To Monetize Customer Interactions To Maximize Service Outcomes
Hosted by Paul Mooney, VP Customer Success, ServiceSource
Table 2: Service Innovation & Transformation
Hosted by Ivo Ruckstuhl, Head of Mobile Solutions, Coresystems
Table 3: Discussing The TCO Of Rugged Devices
Hosted by Patrick Seidensticker, Director Rugged Mobility Marketing Solutions, Dell
Table 4: Establishing A Safety-Driven Culture
Hosted by An Executive From Fleetmatics
Table 5: The Mobile Imperative: Mobile Strategies For Field Service Efficiency And Revenue Growth
Hosted by Spencer Earp, Vice President for Europe, ServiceMax
Table 6: What's The Best Organization Model For Global Customer Service?
Hosted by Jerome Piche, Vice President Service, bioMerieux
** additional roundtable hosts to be determined
Paul Mooney
VP Customer SuccessServiceSource
Patrick Seidensticker
Director, Rugged Mobility Marketing SolutionsDell
Ivo Ruckstuhl
Head of Mobile SolutionsCoresystems
Karl Weber
Vice President Enterprise SalesFleetmatics
15:25 - 16:10 Afternoon Refreshment & Networking Break In The Solutions Zone
16:10 - 16:30 Improving Your Remote Diagnostics To Become A Prognostic Service Organization
• Enhancing your service delivery by ensuring advanced remote diagnostic capabilities
• Analyzing connectivity with your customers and improving interoperability
• Effectively tracking product behavior and performance to become more predictive
• Tackling the challenges of adding diagnostic capabilities to an existing product line versus building them into a new product
16:30 - 17:00 Effective Knowledge Management In Action: Transforming Field Service Into Smart Service
17:00 - 17:20 Making Service Part Of The Solution: Moving Away From Break/Fix
•Transforming service from product repair to value add
•Remaining profitable while incorporating licensing and maintenance fees into service contracts
•Integrating service into end-to-end customer solutions
Tim Francis
European Services ManagerSPG Packaging Systems
17:20 - 17:40 Automating The Service Process To Ensure Highest Possible Levels Of Customer Satisfaction
17:40 - 18:00 Building Technical Support Structure In Developing Markets: Listening & Learning From Our Customers
Wolfgang Krenkler
EMA Manager Technical SupportBD Biosciences