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Coffee Break Series: Hosted by Global Customer Transformation Team

Employee
Employee
1 1 72
2 weeks ago
We’d like to invite you to our biweekly Coffee Break Conversations. With so many people working from home, we want to help facilitate conversations, collaboration, and connections. Our customers around the globe keep the world running, and now more than ever is the time to connect and support you.
 
Twice a week through the end of April, our Global Customer Transformation Team will host 20-minute interactive sessions on a variety of field service topics. From managing leakage to incentivizing technicians to offering uptime contracts, our field service experts will lead conversations on pressing business challenges and opportunities. We encourage everyone to turn on their video, jump into the conversation, and share their thoughts.
 
Sign up for the series that best fits your time zone and join us for a Coffee Break. When you join, we’ll send you a $20 gift card for coffee on us. The eGift card is redeemable at Starbucks, Dunkin Donuts, Caribou Coffee, and Panera Bread Cafe.
 
 
DateTopicTimeHostDetails
26-Mar Offering Uptime contracts 6 PM GMT (11 AM PDT) Coen Jeukens If our customers want equipment to work how do we convince them to buy uptime contracts opposed to traditional break-fix and preventive maintenance contracts?
31-Mar Data Gravity 9 AM GMT (2 AM PDT) Mark Homer What does good quality data from the field mean to your business? How can it give actionable insights to your customers?
31-Mar What is impacting your FTF? 6 PM GMT (11 AM PDT) Kieran Notter What are the key drivers for an excellent (or lack-luster) first time fix rate? Parts? Knowledge? Planning? Let's discuss!
2-Apr TBA 9 AM GMT (2 AM PDT) TBA  
2-Apr Managing work permits before commencing a job 6 PM GMT (11 AM PDT) Coen Jeukens Mission critical equipment is often installed in 'restricted' locations. What do you need to organise technician safety and equipment integrity?
2-Apr Variable Labor Models 11:30 AM AEST; 8:30 AM SGT; 9:30 AM JST   Joe Kenny How can you utilize technology to provide flexibility in staffing and labor models? How do teams manage variable service delivery plans?
7-Apr The 100k Technician 9 AM GMT (2 AM PDT) Mark Homer Field service work is changing. Does your business see more scalable, repeatable, simple jobs, or highly complex, high skill jobs? How are businesses evolving to offer mixed labor models?
7-Apr Service Supply Chain 6 PM GMT (11 AM PDT) Kieran Notter What are the challenges and best practices when you focus on ordering, replenishment, RMA, and inventory management?
9-Apr TBA 9 AM GMT (2 AM PDT) TBA TBA
9-Apr Managing Leakage 6 PM GMT (11 AM PDT) Coen Jeukens Do you have any idea how much service you are giving away for free? Willingly or unknowingly? Tune in for some tips to control leakage.
9-Apr The Future of Artificial Intelligence in Field Service 11:30 AM AEST; 8:30 AM SGT; 9:30 AM JST   Joe Kenny How will AI change the way companies manage field service delivery? From triage to automated dispatch, what do you need to consider?
14-Apr Why Croissants should be square 9 AM GMT (2 AM PDT) Mark Homer Automation is driving change. The Internet of Things is reshaping products and services. How will this affect your business?
14-Apr NPS, Customer Effort, Customer Satisfaction - Which Score Works Best? 6 PM GMT (11 AM PDT) Sumair Dutta There are many customer experience scores available. Which one is the most appropriate to use? Lets Discuss!
16-Apr TBA 9 AM GMT (2 AM PDT) TBA TBA
16-Apr Incentivising Technicians for Upsell 6 PM GMT (11 AM PDT) Coen Jeukens A technician has frequent touch points. A technician has trust. How to use this unique position to drive service revenue?
16-Apr Reducing Customer Effort 11:30 AM AEST; 8:30 AM SGT; 9:30 AM JST   Joe Kenny What is Customer Effort? Here are three ways to reduce CE and why you should consider it.
21-Apr TBA 9 AM GMT (2 AM PDT) TBA TBA
21-Apr What Technicians Want? Making Their Lives Easier 6 PM GMT (11 AM PDT) Sumair Dutta Technicians are the lifeblood of the service organization. What can we do to improve a day in their lives?
23-Apr TBA 9 AM GMT (2 AM PDT) TBA TBA
23-Apr Setting up a daily "Field Activity Review Meeting' 6 PM GMT (11 AM PDT) Coen Jeukens "Data itself doesn't run your business. You have to look at it and act upon it.
Get some examples of how you can use reports and dashboards to improve continuously."
23-Apr Managing service delivery with an aging workforce, things to consider 11:30 AM AEST; 8:30 AM SGT; 9:30 AM JST   Joe Kenny Technology can assist in managing an aging work force. What to look out for and what to look for.
28-Apr How do you move T&M to Contract? 9 AM GMT (2 AM PDT) Kieran Notter Do you have an element or the majority of your business as time and materials (T&M) that you would like to convert to contract?
28-Apr TBA 6 PM GMT (11 AM PDT) TBA TBA
30-Apr Depot Repair 9 AM GMT (2 AM PDT) Kieran Notter Are you thinking of creating a depot repair service? Do you have one in place today? 
30-Apr TBA 6 PM GMT (11 AM PDT) TBA TBA

 

Register for the Series here:

ccoffeebreak-webinar-1200x627.jpg

 

1 Comment
Employee
Employee

Looking forward to these. Also hoping for suggestions on future topics. We have a great team of industry experts that we can pull in if there is interest from our customers on specific areas and topics outside of what we've already called out. 

 @steve_nava @russjhammond feel free to share with your teams if folks want to join.