Service Evolved – Episode 3

Almost all organisations offer some form of customer service, whether it’s in the form of online self-help, customer care call centres, and/or field service. But despite all the modern technologies and channels available today, many still struggle to extract useful insights from their mountains of service data to create a better overall experience. (And some companies still don’t really understand why customers are reaching out for help or service in the first place.) Meanwhile, call centre agents are often unable to resolve customer issues on their own, resulting in unnecessary and costly service technician truck-rolls. With service challenges like these, how can organisations provide the kinds of proactive and satisfying experiences their customers expect?

Together with their special guest Barry Givens, hosts Scott LeFante and Dan Cefaratti discuss how modern customer service solutions, paired with intelligent technologies like Azure Machine Learning and AI, can:

  • Help brands identify hidden gaps in their service process
  • Unearth critical service performance metrics beyond efficiency gains
  • Provide valuable insights based on data from first, second, and third party sites
  • Strengthen the complete customer service experience feedback loop

And more.

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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.



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 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.


Special Guest

Barry Givens
Director, Intelligent Contact Centre Solutions, Avanade

Barry Givens is the Director of Product Management for CRM at Avanade. He is responsible for developing the strategy and roadmap for a growing portfolio of Microsoft Dynamics CRM-based industry solutions. Prior to joining Avanade, Barry held a variety of positions at Microsoft over a 15 year period. That work included ten years working on Microsoft Business Solutions in R&D, technical marketing and as the global channel development manager for Microsoft Dynamics CRM.


Service Evolved – Episode 2: Provide a better service experience with XR

How new technologies like extended reality (XR) are helping to improve the employee and customer experience.

Next steps

Find out how our insights can be applied to help your business realise results.

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