Main Conference - Day Two - Friday, October 17, 2008
Improving Service Effectiveness To Protect Long-Term Customer Loyalty
8:30
Continental Breakfast & Opportunity To
Network In The Solutions Zone
9:00
Chairperson's Opening Address:
9:15
Guest Speaker: Assessing The Latest And
Greatest Mobile Technology Options: What Do
You Really Need To Maximize Your Service
Operations?
Peter Manni
Vice President, North American Client Support Services Siemens IT Solutions and Services
As a tool that’s increased your customer satisfaction and service organization’s efficiency, mobile technology is an integral part of your global service model. Peter Manni demonstrates that regardless of your industry, effective mobile technology are essential to your expanding client base. The next generation of mobile technology is here:
Defining current mobile technology offerings to recognize what’s truly new
Identifying areas where these new mobile tools could improve service response time and delivery
Expense vs. benefit: How much more functionality are you really getting from these newer tools to justify the cost?
Outlining your future technology implementation plans to account for fast-moving innovations and avoid unnecessary spend
9:50
Determining Best Practices In Remediation:
Handling Product Recalls And Updates With An
Eye For Long-Term Customer Loyalty
Mike Aviotti
Vice President, Customer Service Operations Cardinal Health
Examining your organization’s current remediation practices: Where are areas for increased efficiency and customer satisfaction?
Identifying lapses in communication efforts that could be handled more efficiently
Is technology the answer to improved remediation practices and improved customer relationships?
Developing remediation services that will prove mutually beneficial to your business and customers
10:30
Morning Refreshment Break & Opportunity To
Network In The Solutions Zone
11:05
Evaluating Efforts Being Made By Product
Design Engineers To Enhance And Expand
Remote Diagnostic Capabilities
Alay Yajnik
Senior Director, Global Services Hansen Medical
Comparing the level of remote diagnostic capability in the latest
products versus those five years ago
Assessing how far we've come: Are design engineers
anticipating how remote diagnostics will be used?
Communicating remote diagnostic needs to engineers to ensure
future products are automatically remote-ready
What can be done moving forward to ensure that product
design enhances remote capabilities rather than taking them for
granted?
11:40
Establishing Best Practices For Gaining Customer
Buy-In For Your Remote Diagnostic Technology
Plans
Moshe Azoulai
Installation and Logistics Manager Elekta, Inc.
Identifying the most oft-expressed concerns your customers have when considering implementation of remote diagnostic technologies
Planning for objections from the get go: How do you overcome the initial roadblocks in getting your customers bought in?
Will idiosyncratic IT environments continue to be an issue for customers and providers to have to overcome?
Continuing the reassure customers that sensitive information is not leaving their four walls
12:15
Lunch For All Attendees
1:15
Improving Field Service Effectiveness And Reliability Through Accurate Data Gathering: Moving Beyond Reactive To Proactive
Ron Tedesco
Director, Clinical IT Technical Support
Beckman Coulter, Inc.
1:50
Preparing For Inevitable Cutbacks In The Face Of
Rising Costs: Streamlining Your Logistical And
Service Operations To Be As Lean As Possible
Linda Newman
Director of Service Marketing Roche Diagnostics Corporation
Maintaining profitability in today's bleak economic climate is a
tough task to tackle, especially as dramatic increases in fuel and
material costs try to wreak havoc on your organization's bottom
line. Don't miss this session as Linda Newman of Roche
Diagnostics recounts how she effectively streamlined her logistical
and service operations to reduce costs without sacrificing service
effectiveness or efficiency. Learn from Linda how you too can
keep your company in the green.
Assessing costs currently incurred by your service operations to
pinpoint rising expenses
Maximizing each cost center to ensure you're making the most
of all resources
Exploring alternative logistical avenues to ensure your
organization meets its transportation needs at the lowest
possible cost
To what extent will inevitable cutbacks affect service
organizations industry-wide?
