Service Evolved – Episode 1
Exceptional customer service can lead to raving reviews, loyal-for-life customers, satisfied employees, and even market leadership. But many organisations don’t use their call centre and field service operations to their maximum potential. Instead, many still respond reactively (and impersonally) to customer problems, chase maintenance issues, and rely on paper-based processes to tackle real-time customer needs. As a result, these organisations are being left behind.
In this series, find out how transforming customer service and field service can help you empower your employees and create an exceptional customer experience. Together with their guests, hosts Scott LeFante and Dan Cefaratti will discuss topics like:
- Enabling an internal organisational culture shift
- Creating a unified 360 degree view of the customer and the asset
- Leveraging modern toolsets including mobility and mixed reality
- Strategic application of AI and advanced analytics throughout the customer and asset lifecycle
- Connected, predictive service made possible by IoT
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 centre, to more of a profit centre 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.