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We are 13 working days from our TSIA Interact conference. That means that every one of your field service engineers (FSE's) will be dispatched and will (hopefully) resolve at least 26 onsite incidents between now and then. What could they be doing to improve? Take the journey through our sessions and find out. 

The term “conference” does accurately convey what you will experience. TSIA Interact will provide you with an immersive virtual learning experience that will enable you to better respond to today's technology and services challenges, and it does not end on October 22, 2020. Attendees will have access to all the content (more than 250 videos, resources, and presentations) for ONE year, making this a year-long conference that teams can visit and revisit over and over. 

The TSIA Field Services Research Team and some of our members have been busy preparing an agenda to provide relevant and important topics from our TSIA perspective and your peers. In the Field Services research practice at TSIA, we continue to see three top trends that members report as challenges:

  1. Connected products continue to be a topic. Adoption is growing, so what do we do now? Companies need to think past it being a better way to “fix” an asset on site.
  2. Everyone wants to drive better customer outcomes, but how do we align our plans with the organization to succeed with business transformation?
  3. SLA’s are changing. How do field service organizations optimize our capacity and start to adopt new activities for field service staff to carry out in service of the customer? Why is field service in perhaps the best position to drive adoption, expansion, and renewals? 

The Field Services Power Hour

The Interact Field Services journey will start with Kevin Bowers, director, field services research, in his first Field Services Power Hour. The name of this first session is Connectivity and IoT, It Is Not the Future, It Is the NOW! The key takeaway from this session will be that it’s now essentially a requirement to have connected equipment, but it may not be for the reason you think. The long play is the data. It will be more valuable than the remote break/fix. Learn how the data feeds the system and enables differentiated field service offers. 

Business Challenge Accelerator Sessions

New to TSIA Interact this year are Business Challenge Accelerator Sessions, where we are going to tackle two key business challenges. These are working sessions with attendees broken into smaller teams to brainstorm capabilities in the areas of practices, technology, metrics, and skills that companies will need to successfully overcome these challenges.

The first Business Challenge Accelerator Session, Is Your Plan Part of THE Plan? Aligning and Executing Service Strategy, will be led by Vele Galovski, vice president, support and field services research.

  • As service lines converge to drive customer outcomes, planning that was once siloed must now be aligned in lockstep to drive customer outcomes. How do we align the organization? Why do these plans fail? Once we align, how do we execute the plan and measure it? We will discuss the steps needed for a successful alignment and transformation of your organization. This Business Challenge Accelerator Session will bring industry leaders together in a collaborative session to identify practices, technology, and skills for a more efficient service delivery model. 

The second Business Challenge Accelerator Session, You Can Be Responsive and Efficient: Utilization Calculations and Methodology with LAER Model, will be led by Kevin Bowers.

  • SLA’s are changing, and the need for excess capacity to meet them is a crucial topic our members grapple with daily. How do we justify that capacity, and what activities can we add to direct hours to help build a sustainable financial model for Field Services? The TSIA Productivity and Utilization calculator and the LAER model framework are here to guide us.

Member-Led Sessions

Our members are also stepping up to participate in the community sharing we fully support here at TSIA. Over our three days together at TSIA Interact, members will lead sessions that provide insights on how you can drive innovation in your own company. Sessions include:

Remote Resolution in the Pandemic Age: This session will explore the capabilities required to pivot a Field Service organization toward higher levels of remote resolution. Participants will learn how BD Medication Management took advantage of the unprecedented opportunity that arose from the pandemic - a customer preference shift necessitated by the need for more remote resolution in the healthcare setting - to drive forward their strategy in transforming the state of their Field Service team through virtualization, phone fixes, and creative approaches to resource capacity planning.

Cisco: Automating Support Services with Intelligent RMA Experience: In this session, Cisco will present on their STAR Awards submission. Historically, the time to triage a case and create an RMA has been burdened by manual queue wait times and handoff of a case between internal technical and logistics teams. Cisco saw an opportunity to improve the overall experience for customers and internal engineers using AI/ML-based automation and in 2019 Cisco launched the Intelligent RMA Experience (IRE). IRE has disrupted the way Cisco manages Service Requests (SR) and Return Materials Authorization (RMA) with a modern approach. Through this approach, an eligible SR is managed by an AI/ML-based prediction engine. If an RMA is predicted, the immediate automated responses provided by IRE have reduced hours and days of turnaround time, allowing customers to unlock value and operational efficiency by digitizing their own internal support processes.

Dell Technologies Services Digital Repair Initiative: Faster, Better, Smarter: The 2020 STAR Award winner for Best Practices in Field Service, Dell Technologies will share how predictive analytics has become an essential part of how repair data and insights are being used to deliver a simple and hassle-free service experience for customers. The initiative is called “Digital Repair,” and it combines big data, artificial intelligence, and cloud computing to be the first AI-enabled triage solution that reduces human intervention by automating both the troubleshooting and resolution steps in the repair process.

LAER Efficient is the New Normal for OEM's: TSIA’s Vele Galovski, Harald Kopp, and Kevin Bowers wrap up the sessions. Onsite deployments have long been the heart of services in industrial equipment. We have often talked about the need to have Field Services participate in activities over the whole customer engagement lifecycle. Now, ongoing travel restrictions and social distancing guidelines are accelerating the digital transformation for equipment and hardware manufacturers. In response to the pandemic, companies have built virtual organizations and enhanced their remote service capabilities. The LAER model is the best framework to engage customers throughout the “new normal” lifecycle.

Register to Join Us at TSIA Interact!

Be sure to register today for our upcoming TSIA Interact virtual conference, taking place October 20-22. TSIA members and attendees will be sharing additional data, real-world best practices, and pitfalls to avoid in our Field Services track.

 
 
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Kevin Bowers

About Author Kevin Bowers

Kevin Bowers is the director of field services research for TSIA. Prior to joining TSIA, Kevin held various senior leadership roles at DMG MORI USA, the largest global machine tool company in the industrial OEM marketplace. Throughout his 20-year career, he has held executive positions in sales operations, service, spare parts, training. Kevin is fluent in Japanese and he also sits on the board of directors for NIMS (National Institute for Metalworking Skills).

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