Originally broadcast: Tuesday 21st March 2017
Today’s field service management options can be challenging to navigate. Service agents, dispatchers, technicians, and managers are held back by siloed teams and disconnected processes. They are slowed down by inefficient scheduling and systems that can’t keep pace with fast-changing businesses and industries.
Not only does this lead to lower productivity among employees in the field, it also results in higher costs and poor customer experiences. In this new connected world, customer experience is now the #1 factor that your customers are using to make decisions about your products versus your competition.
Join this webinar to learn how to deliver differentiated customer experience by connecting employees, processes, and systems on one platform. You will also be able to hear from servitization expert and author Dr.Howard Lightfoot of Cranfield University, to further illustrate the industry landscape and what companies can do to transform.
Dr Lightfoot is a leading international authority on servitization and has spent much of the last 10 years working hands-on with both global and SME manufacturing companies to understand the servitization process in practice and the associated businesses transformation issues.
Prior to this he spent over 25 years working in the UK technology manufacturing sector in senior operational positions and hence has a personal understanding of the challenges faced by the manufacturing and technology industry and of the practical issues when manufacturers implement change strategies such as the move to a servitization business model.
Lo has been in the software business for more than 25 years. Lo moved over to the UK from the Netherlands in 1999, where he has since been working in Enterprise Software Sales organisations such as EMC and Opentext. In July 2016, shortly after Salesforce added Field Service to their portfolio of products, Lo joined the Salesforce Service Cloud team to further develop the footprint of Field Service within the Manufacturing team in the UK and Ireland. Artificial Intelligence is high on the agenda for Service, allowing for predictive models that soon will lead to further automation. Lo is tasked with linking the various service models with trends in the industry such as IoT and Servitization.