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Conference Presentation

Leveraging Transformation to Deliver Field Service Customer Business Outcomes

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The Digital Transformation is making waves across all industries. Businesses must not only embrace it, they must get in front of it or risk being left behind. Forward-thinking strategies are mandated from the organizations chartered with delivering IT resources. Hitachi Data Systems (HDS) has made swift changes to its Customer Services and Support model to address these evolving needs and deliver new business-outcome-driven services sought after by today’s customers. Understanding these dynamic trends will help organizations define what they are delivering to customers in terms of the value it provides to the business.

In this session, you’ll learn about the real-world measures HDS has taken to transform and deliver higher value to customers with new capabilities in the following areas:

  • New customer-facing, business-outcomes services support organization—with no incremental cost to HDS.
  • Automation and proactive tools for significant time-to-resolution improvements associated with repeatable activities to improve the customer experience.
  • Value-added services that complement both support and professional services offerings.
  • ISP model for low-value, simple break/fix and installation activities for field resource relief.


Presented By:

Arnaud Allouche

Global Head, Field Customer Service & Support, Hitachi Data Systems

Publish Date: October 18, 2016

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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