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Where Service Meets the Rest of the World

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‎11-25-2014 08:50 AM


Earlier this month, I attended MaxLive 2014 Paris, our first major ServiceMax customer event held in Europe.  It was an amazing event, filled with extremely interactive customer session, user group meetings, an inaugural CSO Summit and more. 

One of the highlights of the event included a customer panel, in which several top-notch ServiceMax customers and Dr. Howard Lightfoot, a thought-leader in the service industry spoke about their experiences in non-field service roles, and field service's impact on their individual roles. 

One of the most notable observations of the panel is that not one person had 'Service' or 'Field Service' in their title.

The customer panelists  included Vincent Lore, Director of Business Development at Videlio IEC, Vincent Dériot, CIO of Neopost, and Damian Hudson, Manager of Information Systems at SPP Pumps.  The overarching message of the panel was that field service has had a ripple-effect impact on the entire organization, and not just on the service side.  Information Technology, Finance, and Business Development are now brought to the table where they can show the influence of service on the organization, including generating revenue, closing service calls faster, invoicing customers in hours instead of weeks and more. 

Have you had similar experiences at your organization? 

What is the most significant change you've experienced either on the service or non-field service side?

About the Author
I'm passionate about customers! I'm passionate about developing relationships with customers to leverage your strengths and desires with our best opportunities. When not talking with customers, I'm busy with my crazy family including my husband, two little boys, and a very large German Shepherd. You can catch me hiking, gardening and Jazzercising around the Garden State.