Service Evolved – Episode 4: Improving the service experience with Microsoft
Microsoft’s Ben Vollmer shares new field service trends and D365 Field Service product updates.
Service Evolved – Episode 5: Rethink your “last mile” service experience
When it comes to providing a positive customer experience, there are perhaps no more critical moments than what occur in the “last mile”, or the final steps, as the service employee meets the customer. Many leading organisations are rethinking how to use the last mile to their strategic advantage, differentiating from competitors with an excellent service experience that benefits both employees and customers.
But from poor scheduling and siloed service departments to confusing customer-facing communications, there is a lot that can go wrong. And in today’s digital economy, those negative experiences have long-lasting effects that increase costs and inhibit growth. So how can organisations get the customer experience right during the very last mile?
Together with special guest Cami Zimmer, hosts Scott LeFante and Dan Cefaratti discuss:
- The severe business impacts of a poor “last mile” experience
- Improving customer satisfaction and employee effectiveness through real-time digital communications
- Reducing operational costs by preventing unnecessary truck rolls and service calls
- Enabling a more seamless contactless commerce pickup and delivery experience
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Hosts
Scott LeFante
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.
Daniel Cefaratti
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 optimization, which drive increases in customer satisfaction, service revenue, while at the same time driving out operating expenses in the Field Services industry.
Special Guest
Cami Zimmer
Chief Business Officer, Glympse
As Chief Business Officer, Cami is responsible for creating and implementing strategies to enhance new business opportunities and elevate the company’s corporate brand through marketing, communications, and public relations. Working directly with Fortune 1000 partners and customers, she supports revenue growth objectives centered around Glympse’s proven location services technology. In her first year at Glympse, she helped double annual revenue and reposition the company from a B2C to a B2B & C2B. In 2018, she was awarded the Women of IoT/M2M award by Connected World.
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Avanade and Accenture are Microsoft's 2023 Global Systems Integrator(GSI) Partner of the Year for the 18th time - more than any other partner.
Avanade and Accenture received an outstanding 18 Microsoft Partner of the Year awards around the world based on our pioneering work with clients
Service Evolved – Episode 3: Achieving service solidarity
To customers, your call centre and field service are one and the same. It’s time they act that way.