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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 organizations 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 organizations 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

field service digital transformation 

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.

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field service digital transformation 

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.

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Special Guest

Cami Zimmer

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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