Service Evolved – Episode 5: Rethink your “last mile” service experience
How to improve the critical final steps, or “last mile”, in your service experience.
Fixing, inspecting, and servicing assets are at the core of what field service organisations do. Yet service agreements and work orders do not always tell service technicians precisely where to find the asset(s), who owns them, or indicate how they’ve been performing. Without these contextual insights at hand, technicians can be challenged to provide quick and effective service. They also miss the opportunity to cross-sell and up-sell products or services that would benefit the customer. The results? Reduced technician productivity and increased costs, longer asset downtime and a less satisfying customer experience. In this episode of Service, Evolved, learn from Microsoft’s Dan Gittler about different scenarios organisations are facing while trying to locate, track, and service assets. Our hosts and guest describe how new updates in Microsoft Dynamics 365 for Field Service are enabling service departments to be more efficient, improve their understanding of assets, and even enable new business models.
Together with their special guest Dan Gittler, hosts Scott LeFante and Dan Cefaratti discuss:
Director of Field Service Architecture, Avanade
Scott is part of Avanade’s Digital Sales & Service team and a two-time Microsoft Business Applications MVP. He is an experienced CRM/CE professional and a Microsoft Dynamics expert in Field Service / Connected Field Service, Project Service Automation and Customer Service. Scott is responsible for the successful delivery of Microsoft Dynamics 365 Field Service projects, fostering ongoing relationships within the customer base, Field Service/CRM team management and support.
North America Field Service Lead, Avanade
Dan has 20 years of experience in the CRM, ERP, and Field Service industry. He leverages his expertise to help customers succeed in deploying Field Service solutions by driving best practices and business strategy. He has helped customers transform their business from being perceived as a cost center, to more of a profit center by creating a proactive, predictable process that streamlines the Field Service digital thread. Dan has a strong passion for Field Service and has helped this space innovate with mobility, predictive analytics, mixed reality, and route optimisation, which drive increases in customer satisfaction, service revenue, while at the same time driving out operating expenses in the Field Services industry.
Principal Program Manager – Field Service, Microsoft
Living and breathing Field Service since 2008, Dan Gittler is a Principal Program Manager in Microsoft R&D. He specializes in understanding perspectives from Customers, Partners, Sales Reps, Engineers, and Leadership, to help drive the "What", "Why", and "How" for Microsoft Dynamics Field Service.
Find out how our insights can be applied to help your business realise results.