Field Service SEA Live September Edition 2021
How to Become Customer Centric through Service Transformation
Hosted by Factor
- 500 attendees
- 6300 hours
Overview
Field Service SEA Live Series is hosted monthly where field service leaders come together to connect, learn and gain insights on innovative approaches to streamline their service delivery and improve workforce capability.
What to expect
- Speakers 5+
- Live Interactions 1:1
- Sessions 5+
What we will cover
- Building Customer CentricIty
- Adopt Smart Infrastructure To Improve Efficiency Of Field Staff
- Culture And Change Transformation
- Achieve Strategic Field Service Optimisation Goals
Agenda
- Next Generation Mobility for Informed Customer and Knowledge Empowered Field Engineers(Plenary) During the pandemic, customer needs to be empowered with self-service fix and remote diagnosis guidance but when a field engineer is needed, they will expect they have full visibility of the visit from technician assignment to arriving and fix, leading to improved customer satisfaction and reduced cost of service. For field engineers, it provides an integrated mobility platform where field technicians are able to quickly access contextual knowledge. Reduce time to onboarding new employees and contractors by providing the correct information at the time the field technicians requires, and increase first time fix rate.
- Keynote: Field Services Digitalization: Service Delivery, Sales & Marketing And Operations(Plenary) Digital transformation for field services is no different than any other industry - it has rapidly become a necessity, and it is well underway for leading enterprises. Delegates will lean how to: Streamline field service operations Exceed customer satisfaction and expectations Maximise returns by driving digital transformation
- Keynote: Using Data Analytics For Predictive And Preventative Maintenance(Plenary) As technology continues to evolve, so too do customer demands. In today’s digital environment, customers expect services to be delivered and repaired instantly. This session will address: Support customers to create more value in their business and minimize the total cost of ownership Looking at trends and data to predict when breakdowns will occur How to leverage machine learning and data science to reduce downtime and failure recovery costs
- Keynote: How To Create The Culture Of Innovation In Field Services(Plenary) Organisations must focus on employee experience and culture of the business in order to effectively implement change. Without a strong foundational culture and the support of staff organisation-wide, no technology investment can succeed. This session will cover the following: Including field staff to become integral part of your change transformation Improving productivity and better employee engagement Training and upskilling your field operations staff
- Panel: How To Manage Field Operations And Customers During The Covid Pandemic(Plenary) The global pandemic caused disruption in the field service industry, causing organisations to rethink their service delivery model and how to better service customers during this challenging time. This panel will discuss: Lessons from the pandemic on your service delivery to your customers How to continue providing service excellence for customers while addressing the significant safety concerns related to the ongoing COVID-19 pandemic Using smart infrastructure and technologies to drive efficiencies in field services operations
Speakers
Ravinthran Dhamodaram · Director Ortho Care ASPAC, Commercial Head SG Cluster, Ortho Clinical Diagnostics Ravi has more than 20 years of experience in strategic business planning, business development, competitive market analysis, product development, management, sales and marketing of complex technology products to the manufacturing industry and consumer market. He is currently OrthoCare’s Regional Director Customer Service ASPAC whose position reports to the Vice President of Commercial Operations based in Singapore with dotted line reporting to the Senior Vice President of Customer Service in Rochester USA.
Jamie Morais · General Manager - Aftersales, Nissan Motor Corporation Jamie Francis Morais is the ASEAN Regional Head of of Aftersales for Nissan Motor Asia Pacific, and is spearheading Nissan’s initiative in this region to build excellence in Nissan’s Customer Service experience through business and operational improvements activities, as well as developing a more profitable business model for the Nissan dealerships. Based previously for Nissan in Malaysia, Vietnam and now in Thailand; Jamie brings a wealth of knowledge in Aftersales and Customer Service, from 14 years of experience in Toyota Motor Europe, Proton Cars and BMW in Malaysia. Now leading the Aftersales for Nissan across ASEAN, Jamie will share what works across all our countries, and what’s specific to each country.
Loan Kiss · Portfolio Manager, Sit-Down I am a strong conference/events and content management professional, with 11+ years experience in managing commercial conferences, content and event production teams. I have successfully launched and grown event programs across a range of industries.
Partners
- Oracle Oracle helps organisations simplify processes, innovate on demand, and drive predictive insight. Our solutions help banks bring new products to market faster, build customer-centric digital solutions, and achieve success through collaboration in an increasingly complex financial ecosystem.
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