You are constantly bombarded with buzzwords that are changing as fast as service is evolving. Artificial Intelligence. Cloud. IoT. Customer-Centric. Omni-Channel. Personalization. The list goes on. It’s hard to keep up with what matters to your service organization today, and in the future.
Nearly every field service organization has equipped its mobile workers with rugged tablets for over 20 years – long before the idea of the first iPad launched. However, the expanded computing capabilities of handheld devices, along with the shrinking size and weight of clamshell-style mobile computers, are leading many organizations to re-evaluate which mobile device form factor is really right for their different types of mobile workers, and the many different jobs they complete every day.
In this webinar, learn how consumers expectations of service have changed with the advent of IoT and connected products. Learn how to better connect with these consumers and deliver faster, smarter service.
How have service parts logistics practices evolved over the past five years? Which capabilities do leading manufacturers and service organizations look for in service parts optimization solutions? Bill Pollock, President and Principal Consulting Analyst, Strategies for Growth, PTC Vice President of Business Development, Steven Caldwell, and Capgemini’s Principal Digital Supply Chain, Dave Williams, will discuss Pollock’s latest survey on the top trends, objectives, and practices among service parts logisticians.
Customer expectations have never been greater. Organizations today benchmark their service goals based on consumer experiences from the likes of Uber, Amazon and Netflix. From chatbots to real-time updates, automated appointment booking to escalation via social networks - “always on” is the norm instead of a differentiator. Are you able to meet these increasing demands, while offering multiple contract types, variable SLA’s and doing all of this ever more profitably? Learn how to deliver a superior customer experience throughout the entire service lifecycle, without losing sight of your bottom line.
What tools and technology should field service organizations look for to facilitate enabling their field teams to provide faster, smarter service?
70% of companies will face a field service talent deficit from retirement in the coming 10 years. To fix the technician labor force shortage, you can either hire the next generation of field engineers—the millennials—or consider leveraging contingent or third-party technicians . . . or a combination of the two! Both options pose challenges and rewards that you need to consider.
Service organizations know that reverse logistics is a complicated process. What’s even more complicated is identifying opportunities to make proactive business decisions, given the reactive nature of the returns service lifecycle. How can we better forecast our returns to better manage the reverse supply chain and its impact on your business?
The service industry continues to grow year over year, and it continues to be increasingly important to offer the best possible service to maximize customer satisfaction. Those organizations that offer unrivaled customer experiences will pull ahead.
Most field service organizations cite mobility as a critical priority for their organization, yet more than a third are not happy with the speed at which their business is adopting mobile applications. There are 3 key mistakes field service organizations are making.
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