Performance Workshop Day

• Identifying life expectancies and determining where it makes sense to invest resources
• Ensuring customers take advantage of preventative maintenance to optimize equipment performance
• Establishing action plans for each customer and each major piece of equipment

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In today’s field service environment there is an increasing challenge to lower the cost of service without compromising service quality. One of the biggest expenses is in the cost of the field workforce. We observe many organizations making these critical workforce reduction decisions absent of a consistent methodology. Join us as we discuss a consultative approach using business intelligence to arrive at cost / quality options that are weighted against the business risks.

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Are you struggling to make the most of pricing your field services? Too many companies miss opportunities of generating more revenues and profits through better pricing of services. More often than not, organizations leave money on the table by providing a host of value-adding services free-of-charge to their customers or by not charging adequately for the value created. In this workshop, Wolfgang first reports on real-life examples of work with companies to turn around free services into profit engines. He then highlights examples of how conscious choices of price presentation formats can substantially raise customers’ willingness-to-pay and help firms capture more value when selling B2B services. Lastly, attendees derive the key success factors best-practice firms need to master when pricing services for profits.

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We all too often reserve “soft skills” and leadership training for those destined for managerial positions when our front line, customer facing representatives likely need it the most. This can be a hard sell because many are technical in nature and abilities and view this kind of training as “fuzzy”. They need to see facts and understand how they can benefit from it. They need to understand the science of service. They need to understand that there is a wiring diagram for humans and how they can use it just like the rest of their tools to enhance the customer experience.

This workshop covers the history and development of the DISC assessment tool, how to inspire interest, and practical applications of the tool in a group setting and exercise.

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Many field service organizations know it’s time for a change, but often have trouble building a compelling business case for investment in technology to drive that transformation. We’re here to help! Come learn how you can use your field service organization’s metrics combined with industry-wide data to evaluate if your company should be investing in technology, what the financial impact can be, and what ROI to expect.

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Your field service teams collect vital data every day. But more time spent filling out forms means less time spent with customers. Paper-based data collection is sluggish at best, while mobile solutions like ProntoForms allow field techs to swiftly collect and submit complete and error-free digital forms from anywhere in near real time. In this session, we'll be talking with Lenny Cumberledge, Dispenser Services Director at GOJO Industries, about how ProntoForms has doubled the productivity of his field staff. GOJO is the leading global producer of hand hygiene and skin care solutions, servicing professional environments across as an array of industries, including hospitals and factories. Before turning to ProntoForms, for every hour that field techs spent in the field, they spent an hour completing paperwork. GOJO has replaced its sluggish manual data collection processes with an efficient and intuitive mobile solution. This session will also feature a live demo, followed by an opportunity for questions and answers.

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Many companies strive for improving the Customer Experience, and motivating front line personnel. There is an abundance of “awareness” type of material on Customer Experience - however, it is of a universal and general nature. The demanding environment that Field Service personnel work in requires more specific training for soft skills that are appropriate for Field Service. In addition, soft skills don’t come naturally to a technical workforce – but successful methods can be defined – and structured soft skills and performance related training can be developed. Discussion includes:
• Soft skills require practice, in order for the personnel to apply them “in their own words”, and style.
• A lecture format by an instructor does not develop skills – Caterpillar has devised a method which causes all participants to practice, and demonstrate skills – in the class room environment – with participants helping one another.
• Training to a specific “standard operating practice” for each customer touch point, such as: customer call-in; communication prior to arrival; arrival at customer site; communication during repair; follow up after repair.
• Seeing service thru the customer’s eyes (prevents a myopic and one sided view of the customer interaction). Accepting personal responsibility to manage negative customer situations. Verbal skills for dealing with irate customers.
Discussion topics for the workgroup session include:
• What are some of your critical customer touch points that require better soft skills by the technician?
• How much soft skills training, or other customer interaction skills training has your company done in the past? Plan or desire to do, in the future?
• Considering your technicians skills, behaviors: what type of learning processes would make soft skills training effective: on line, self-learning? Classroom, lecture style presentations? Classroom, participative learning (role playing, skills practice / skills demonstrating?)

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In this workshop you’ll hear how Enphase has improved their overall service performance by becoming more predictive in managing their customer support. Walk away with an understanding of what ‘Big Data’ you should be looking at in your own organization and how you can apply techniques to become more predictive in supporting your customers’ needs. The workshop concludes with group discussions on how you can apply these techniques at your organization and how it can improve your utilization rates.

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As the role of services evolves to drive business outcomes for customers, the landscape of the learning organization is changing. To enable partner and customer success, Ciena is finding new ways to evolve beyond a product learning business model. If you are grappling with disruptive industry trends, join us to identify challenges and share best practices that result in strategic roadmaps toward learning outcomes.

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The contracting global durable goods market is driving manufacturers around the world to explore service-led growth strategies and invest in aftermarket service as a growth driver, a source of rapid bottom line impact and an enabler of superior customer experiences.

This presentation will provide insights into the trends in the global durable goods market and how manufactures are improving service operation throughout their dealer networks. As a result, they are delivering a superior customer experience and continue to remain competitive during these challenging economic times. This information packed session will include real-world insights and experiences on how companies have systematically improved customer experience in their aftermarket service business through their dealer network.

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You probably already know that field service management software can be a powerful tool to help you be more efficient and reduce costs in your field operations, meet SLAs more consistently and deliver fantastic service during field appointments. But have you considered how you can leverage your field service operations to transform your broader business – driving valuable insights, new sources of productivity and more holistic experiences across the entire organization?
This workshop will help you identify gaps in your current business strategy – opportunities to creatively leverage field services to create holistic business processes and customer experiences. You’ll learn best practices for leveraging your field force as a transformative resource that can:
• Connect contact center and customer service operations – including knowledge management – directly to field appointments for consistent customer experiences and empowered employees
• Act on data and insights generated by the Internet of Things
• Create more streamlined parts management processes
• Enable better invoicing/billing reconciliation
• Bridge the gap between HR administration, calendar management and the way work actually gets completed
• Act as the linchpin for organization-wide enterprise mobility initiatives

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Field service companies are experimenting with customer interfaces and business models similar to Uber’s, where users can request rides and track their requests from their smartphones.
An Uber-like service could support a crowd-sourced model for field services in which a global pool of employees is available on demand and paid based on the work performed. This platform could also be used to analyze an immense amount of data to make better business decisions and provide feedback to customers. In this workshop Piyush discusses his work at GE and provides attendees a glimpse into the not-so-far future of field service. Discussion focuses around the big idea behind this vast network of always-connected smart machines is to simplify customers' lives. When sophisticated sensors and smart algorithms sense problems even before they occur, downtime is minimized. The improved predictability reduces the need to rush through the logistics of procuring parts whenever there is a breakdown. And probably the best part is that service is possible with a single click so that fewer technicians and maintenance engineers can get the work done faster. Additional group discussions focus on:
• Uber-izng business operations
• Easing customers' pain
• Turning technicians into your new sales team
• IT can/will be virtually invisible

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• Closing skill gaps in field service
• Moving from evaluations to skills closure options
• Ensuring knowledge is not lost

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In this workshop you will hear the 4 keys to commercial service success and discuss with your colleagues what obstacles your organization must overcome to deliver impactful service initiatives. Questions to discuss:

• Is success determined by strategy or execution?
• How should I balance company, competition and customer?
• What is the biggest reason service initiatives fail?
• Who is responsible for creating value?

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