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On the surface, smart, connected products threaten to make the need for on-site service obsolete. Embedded technologies will phone home and signal either a firmware upgrade or generate an automated service request for a customer-replaceable unit. Although this scenario is happening with greater frequency, if you have hardware on a customer location, you will always have an on-site service delivery channel. In fact, the on-site service delivery channel is critical to a hardware manufacturer's success.This Executive Insight answers the service business challenge: What are the pacesetter practices to reduce the cost per on-site incident? Topics include:
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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