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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.
VP Research, Field Services, TSIA
President and CEO, RTM Consulting
VP, Services, Compugen
Publish Date: October 24, 2017
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Peg Rodarmel, SVP, Subscription Services, Infor
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