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For the typical hardware manufacturer, approximately 75% of their total service delivery costs reside in the on-site channel. Given this disproportionate cost, most organizations solely focus on shifting incidents to less-expensive channels and underinvest in the on-site service delivery channel. However, is that the best approach? Many organizations are considering investments in technology to help them in their drive for productivity, service quality and revenue. In addition, hardware manufacturers are also interested in how to leverage their install base for consumption analytics and product usage in the development of new offers. During this Power Hour, we will discuss how technology can be applied in field services to improve key operating metrics leading to better financial performance.
VP Research, Field Services, TSIA
Publish Date: May 1, 2017
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Peg Rodarmel, SVP, Subscription Services, Infor
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