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Conference Presentation

Harnessing Industry Trends to Power Service and Support Transformation

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Are you currently in the process of transforming your Field Service or Technical Support organization? During this interactive session, Nicholas Dopp, Vice President, Service & Support, and Shannon Frank, Associate Director, Operational Excellence at BD will share key insights from their transformational journey. Over the past two years, BD has been transforming their field service and technical support organizations focused in three key areas: organizational evolution, technology and process, and supportability and proactive. Throughout the journey, they have harnessed the power of performance benchmarking and peer networking to build and refine their portfolio of strategic initiatives. As a result, they are experiencing increased customer satisfaction and improved internal efficiency and resource utilization and will share some key success stories.

Presented By:

Shannon Frank

Associate Director, Operational Excellence, BD, Medication Management Solutions

Publish Date: October 22, 2018

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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