Conference Presentation

Driving a Superior Field Service Customer Experience: Best Practices in Dispatching

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When after the sale something breaks, dispatching becomes the long pole in the field services tent. Driving a superior customer experience when responding to a customer incident depends on a multitude of factors such as availability of a tech with the right skills, coordination of incident dependencies (e.g. parts, vehicles) necessary to achieve SLA objectives, effective customer communications, mobile support capabilities, incident handling automation tools, escalation management and much more. In this highly interactive panel session, Vele Galovski, vice president of field services research for TSIA, and Randy Mysliviec, president of RTM Consulting, will share insights on trends and best practices for Dispatching followed by a panel discussion with field services leaders from TSIA member companies Diebold Nixdorf, BD Life Sciences, and Compugen.

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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