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.