advancing service together - iqpc corporate · advancing service together 6 charles johnson...

September 30-October 2, 2015

Westin Buckhead, Atlanta, GA

www.fieldservicefall.com

The Event For Leaders In Service, Support & Customer Care

Sponsors:

Advancing Service Together

Organized By:

Register Now: Web: www.fieldservicefall.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]

Advancing Service Together 2

Place yourself in your customers’ shoes and take a journey through the seven stages of service excellence.

Join Your Customer On A Journey To Service Excellence

Initial Contact

Remote Service

Operations

Smart Dispatch & Planning

Tools & Support For Technicians

Internal Value Proposition

Workforce Development

Customer Feedback & Retention



This was the most informative conference

that I have ever attended. We are accustom to attending

events where all competitors are attending but having the wide cross-section of companies

represented really gave a much wider and deeper

perspective.

Mike Conley Manager Field

Product Support BOMAG



Table of Contents

Featured Keynotes ..........................................................5

Speaking Faculty ............................................................6

Agenda At Glance ..........................................................8

Full Agenda ......................................................................15

Our Sponsors ..................................................................27

Our Media Partners ...................................................... 29

Venue ..................................................................................31

Pricing ............................................................................... 35

Click on the sections below to get there faster!



Get Inspired! Here’s a selection of your 2015 keynotes.

Steve Petruk SVP / WW GM Maintenance &

Technical Support Toshiba Global Commerce

Solutions

Renee Cacchillo Vice President Customer &

Brand Strategy Safelite Group

Dave Baker SVP Field Services

DirecTV

Ulrich Koehler SVP Systemservice

Heidelberg

James McNally VP Customer Solution Center

HP



Charles Johnson Director Optimization & Business Development Philips

Renee Cacchillo Vice President Customer & Brand Strategy Safelite GroupDave Baker SVP Field Services DirecTV

Jeff Babe Director Americas Field Service Polycom

James Mylett SVP Service Comfort Systems USA

Chris Reilly Service Training Manager Tennant

Roger O’Connor VP & GM Product Support Gosiger

Ulrich Koehler SVP Systemservice Heidelberg

Richard Mack Head of Global Support Center Heidelberg

Kurt Bradtmueller Director & GM Parts Heidelberg

Oliver Demus Director Business Consulting Heidelberg

Steve Meyers Director Central US Field Service Vivint

Jay Reynolds Vice President of Service Haier America

Greg Parker Director Customer Care & Field Development TraneDane Taival Vice President Service & Contracting Trane

Mark Brienzi Director Global Service Operations Kodak

Kurt Opel Director Global Parts Inventory Management Kodak

John Callen Support Solutions Manager NCR

Chris Kunzmann Head of Global Service Marketing Coherent

David Pinto National Service Manager Henry Schein

Dwight Strayer COO Service Express

Mark Rappaport Vice President Worldwide Service Maquet

Kevin Hogerty NA Sciences Service Director FEI

Jim Joyner Vice President Customer Excellence Card-Monroe

Tim Davis Director, Regional Sustainment MOOG

Kieran Ryan Director of CSS Field Operations Intelligrated

2015 Speaking Faculty



Chris Turano SVP Service Quench USA

Benton Travis Field Service & Customer Support Inspectrology

Chris Caltrider Director Financial Division Customer Services, NAMER NCR CorporationBen Young Service Director Vivint

Ray Battani Vice President Operations Colonial Webb

Angela Collins Regional Vice President of Service Comfort Systems USA

Steve Petruk SVP / WW GM Maintenance & Technical Support Toshiba Global Commerce SolutionsTom York CEO Essintial

Brian Climer Service Development Director Cummins

Roger Rinker VP Talent Management Comfort Systems USA

Bruce Breeden Vice President Service Operations Fairbanks Scales

Paul Pisarski Area Service Manager Johnson Controls

Pat Foley Director Extended Warranty Products NA Johnson Controls

Lloyd Steere Director Field Service Carl Zeiss Meditec

Jim Todd Director Customer Service Call Center Carl Zeiss Meditec

Sandra Fornasier Global Director of Customer Experience Ciena

Doug Roth Director Global Service Partner Management CienaMarian Favors Director Customer Support Karl Storz

Robert Horton Director Southern Operations, US Service ABBMelinda Keith Senior Director, Customer Satisfaction and Business Operations Field Services DirecTVJames McNally VP Customer Solution Center HP

Curt Hill VP Technical Support Cisco

Ken Vaughn Director Sorter Support Pitney Bowes

Chris Gera Vice President Field Service Vivint



Main Day One, September 30: Initial Customer Contact & Remote Service

8:00 Continental Breakfast & Registration

8:40 Welcome Remarks Jen Montgomery, Executive Director, Field

Service Fall

8:45 Chairperson’s Opening Address

9:00 Preparing For The Customer Of Tomorrow

Renee Cacchillo, Vice President Customer & Brand Strategy, Safelite Group

9:20 Why Machines Fail – The Elephant in the Room for IOT

John Snow, Vice President Marketing & Strategic Alliances, CaseBank Technologies

9:40 How Can We Delight Customers? James Mylett, SVP Service, Comfort Systems

USA

10:00 Innovation Spotlight Mary Brittain-White, CEO, Retriever

Communications

10:10 Morning Refreshment & Networking Break

10:50 PANEL DISCUSSION: Increasing Customer Satisfaction With Value-Added Services

Ray Battani, Vice President Operations, Colonial Webb

Angela Collins, Regional Vice President Service, Comfort Systems USA

Robert Horton, Director Southern Operations, US Service, ABB

An executive from Fleetmatics

11:30 Diagnosing Customer Pain Points To Drive Customer Experience

Dave Baker, SVP Field Services, DirecTV

11:50 Field Mobility 2.0: The Great Platform vs. Custom App Debate

Tobias Dengel, CEO, WillowTree, Inc

12:15 Are You Ready For This: The Advent Of IoT, Mobility And Related Technology Advancements

Tom York, CEO, Essintial Enterprise Solutions

12:35 Lunch

1:35 Roundtable Discussions (four 30-minute rotations)

Table 1 : It Takes More Than Big Data to Fix a Machine – The Limits of Analytics Hosted by Steve Downie, Vice President Worldwide Sales, CaseBank

Table 2: A Strategic Approach To Maximize Profitability In the Large Sale Hosted by Tony Solano, GM & Senior VP Americas Sales, coresystems

Table 3 Beyond The Technical Challenge: The Real Issues With BYOD In Field Service Hosted by Retriever Communications

Table 4: Field Service In A Multilingual, Global Organization Hosted by Anne Marie Berger, Managing Partner, ForeFront

Table 5: Maximizing The Customer Experience Across Your Value Chain Hosted by Jamal Starr, President, Starr & Associates Consulting

Agenda-At-A-Glance

What is your customer's first touchpoint with your company? Do you have the tools in place to optimize initial contact? Join us for the first two phases of the customer journey as we tackle customer contact and remote support.



Table 6: Improving Customer Relationships, Profitability, And Capability With Inexpensive Mobile Virtual Presence And Augmented Reality Hosted by Drew Deaton, CEO Vipaar

Table 7

Table 8 * please visit www.fieldservicefall.com for updates on Roundtable topics

3:35 Afternoon Refreshment & Networking Break

4:15 Transforming Maintenance To Improve Customer Service

Dane Taival, Vice President Service & Contracting, Trane

4:35 Tackling Customer Differentiation James McAnally, Vice President Customer

Solution Center, HP

8:00 Continental Breakfast & Registration In The Solutions Zone


Service Fall


9:00 Envisioning The Future Of Field Service Steve Petruk, SVP / WW GM Maintenance &

Technical Support, Toshiba Global Commerce Solutions

4:55 Driving Field Service Transformation With Connected Products

Charles Johnson, Director Optimization & Business Development, Philips

5:15 Finding Opportunities For Service: Utilizing Social Media To Improve Customer Satisfaction

Jeff Babe, Director Field Service Americas, Polycom

5:35 Driving Multifaceted Service Business Through Automated Performance Data Services

Kurt Bradtmueller, Director & GM Parts, Heidelberg

Ulrich Koehler, SVP Service, Heidelberg

5:55 Welcome Reception In The Solutions Zone

7:00 Conclusion Of Day One

9:20 Vipaar Presents: It’s Not Brain Surgery: Improving Customer Relationships, Profitability, And Capability With Mobile Virtual Presence

Bart Guthrie, Neurosurgeon, University of Alabama at Birmingham

9:40 The Future of Training Front Line Employees

Roger Rinker, VP Talent Management, Comfort Systems USA

Main Day Two, October 1: Smart Planning, Technician Support & Customer Experience

Agenda-At-A-Glance

Your customers have contacted you and all possible repairs have been made via remote support. Now what? Day Two will tackle the next vital phases of the customer journey: planning, technician support and customer experience.



12:20 Lunch

1:20 Roundtable Discussions (four 30-minute rotations)

Table 1: It Takes More Than Big Data to Fix a Machine – The Limits of Analytics Hosted by Steve Downie, Vice President Worldwide Sales, CaseBank

Table 2: A Strategic Approach To Maximize Profitability In The Large Sale Hosted by Tony Solano, GM & Senior VP Americas Sales, coresystems

Table 3: Beyond The Technical Challenge: The Real Issues With BYOD In Field Service Hosted by Retriever Communications

Table 4 Field Service In A Multilingual, Global Organization Hosted by Anne Marie Berger, Managing Partner, ForeFront


Table 6: Improving Customer Relationships, Profitability, And Capability With Inexpensive Mobile Virtual Presence And Augmented Reality Hosted by Drew Deaton, CEO, Vipaar

Table 7

Table 8

3:20 Afternoon Refreshment & Networking Break In The Solutions Zone

4:00 The Technician of the Future, Today: How and Why to Reap the Benefit of Technology-Enabled Technicians

Greg Parker, Director Customer Care & Field Development, Trane

TRACK A: TECHNICIAN SUPPORT TRACK B: CUSTOMER EXPERIENCE

11:00 PANEL DISCUSSION: Exploring The Benefits Of Transitioning To A Contingent Labor ModelMark Brienzi, Director Global Service Operations, Kodak

Mark Rappaport, Vice President Worldwide Service, Maquet

Jim Russell, Director of Service Sales, Fire King Security Group

WORKSHOP: Taking Ownership of Customer Experience Sandra Fornasier, Global Director of Customer Experience, Ciena

Doug Roth, Director Global Partner Management & FLM, Ciena

11:40 Engaging Your Service Force In SalesRichard Mack, Head of Global Support Center, Heidelberg

Oliver Debus, Director Business Development, Heidelberg

12:00 Keeping Your Service Employees Safe: Best Practices For Safeguarding Your WorkforceBruce Breeden, Vice President Service Operations, Fairbanks Scales

Reducing Customer Effort Through Engagement Marian Favors, Director Customer Support, Karl Storz Endoscopy

10:00 Lessons Learned: Five Critical Requirements For A Successful Mobile Field Service Transformation

Timothy Dwyer, Enterprise Sales Manager, Panasonic System Communications

10:20 Morning Refreshment & Networking Break In The Solutions Zone



Main Day Three, October 2: Internal Value Proposition, Workforce Development & Customer Retention

8:00 Continental Breakfast


Service Fall


9:00 Managing Succession Planning In A Service Organization

Steve Meyers, Director Central US Field Service, Vivint

9:20 Implementing A Regional Specialist Approach For A Win-Win-Win

Kevin Hogerty, Director of Service for the Americas, FEI

9:40 Managing An Overbearing Sales Force: Ensuring Service Can Deliver On What’s Being Sold

Chris Caltrider, Director Financial Division Customer Services, NAMER, NCR Corporation


10:40 Roundtable Discussions Table 1

David Pinto, National Service Manager, Henry Schein

Table 2 Kurt Opel, Director Global Parts Inventory Management, Kodak

Table 3 Chris Kunzmann, Head of Global Service Marketing, Coherent

Agenda-At-A-Glance

Your customers are happy so now it’s time to focus on your employees. Have you done everything you can to maximize the relationship between service and sales, and service and marketing? Have you given your technicians all of the tools they need to succeed? Don’t miss the conclusion of the customer journey to maximize service excellence!

4:20 All About You. Creating And Implementing A Customer-Centric Focus Within Your Organization

James Todd, Director Customer Service Call Center, Carl Zeiss Meditec

Lloyd Steere, Director Field Service, Carl Zeiss Meditec

4:40 Communicating The Value Of Services To Customers

Paul Pisarski, Area Service Manager, Johnson Controls

Pat Foley, Manager Extended Warranties, Johnson Controls

5:00 Optimizing Field Service Repair Tracking

Jay Reynolds, Vice President of Service, Haier America

5:20 PANEL DISCUSSION: Equipping Technicians With A Digital Toolbelt To Improve Onsite Performance

Chris Turano, SVP Service, Quench USA

Wayne Fowler, Head of Global Service, AutoChem

An executive from ProntoForms

6:00 Cocktail Party



Table 4 Chris Reilly, Service Training Manager, Tennant

Table 5 Roger O’Connor, VP & GM Product Support, Gosiger

Table 6 Brian Climer, Service Development Director, Cummins

Table 7 Jim Joyner, Vice President Customer Excellence, Card-Monroe

Table 8 Kieran Ryan, Director of CSS Field Operations, Intelligrated

12:10 Lunch

1:10 PANEL DISCUSSION: A Cross-Functional Perspective On Service Excellence

Oliver Demus, Director Business Consulting, Heidelberg

Melinda Keith, Senior Director, Customer Satisfaction and Business Operations Field Services, DirecTV

1:50 Finding, Leading And Motivating A Field Service Team

Dwight Strayer, COO, Service Express


2:40 Elevating Technical Support’s Role In Field Service Performance Improvement

John Callen, Support Solutions Manager, NCR

3:00 Adding Customer Value Through A Preventative Maintenance Program

Tim Davis, Director International Military Support, Moog Aircraft

3:20 Conference Wrap-Up Panel Discussion: Where Will Service Be In Ten Years?

Dale Reeder, Vice President of Customer Care, Rinnai

Robert Contino, Director of Customer & Technical Service, Noxilizer

Thomas Schiller, Director Service North America, Electrolux

Benton Travis, Field Service & Customer Support, Inspectrology

David Evans, Vice President Global Service Operations, ARCA

4:00 End Of Field Service Fall 2015

Great conference. Topics were all relevant to what

I see in my business day to day. I appreciate the

different viewpoints presented by all speakers

from diverse industries and backgrounds. Venue

was superb and WBR ran a first class event.

Round tables were very valuable. I will definitely

be coming back.

Steve O'Brien, Marketing Vice President, Antenna Software



Dick Frishkorn, GE Aircraft Engines

The advantage of Field Service is that

you get a window into top processes, people, tools

and initiatives in the space. You have the opportunity to benchmark best practices

and new ideas from a cross-industry

perspective.



So you’ve seen the agenda and downloaded the attendee list. How about a glimpse at Field Service from the inside?

Your Experience at Field Service

Experience the action of three jam-packed days at Field Service through the eyes of peers. Beyond the sessions,

panels and receptions, there are a number of fun activities that take place during and after main day events! Attendees

love Oscar-themed Welcome Receptions, team-oriented Marshmallow challenges and networking ice breakers based

on the worst job they’ve ever had. It looks something like this:

“Great conference. Topics were all relevant to what I see in my business day to day. I appreciate the different viewpoints presented by all speakers from diverse industries and backgrounds. Venue was superb…Round tables were very valuable. I will definitely be coming back.”

– Andy K., Field Service attendee

“The conference was a HUGE success! It’s impeccably organized in terms of the form…and the content (a distinguished list of speakers, high quality presentations, facilitated professional exchange). The circus du Soleil performer (during the reception) was another pleasant surprise! Overall, the conference was a very useful and meaningful spending of my time.”

– Vasiliy K., Field Service attendee

“Extremely well run conference... Everything was smooth and easy. We were also very pleased with the quality and quantity of attendees. The right companies, the right titles, and mostly very friendly and open to learning. Very positive experience for us.”

– Steve O., Field Service attendee

Read more peer reviews for Field Service here.

http://fieldserviceusa.wbresearch.com/agenda-mc

http://fieldserviceeast.wbresearch.com/attendee-list-mloc-f-ty-m/Addtional%3Dtrue

http://fieldserviceusa.wbresearch.com/attendee-reviews

http://fieldserviceusa.wbresearch.com/attendee-reviews



September 30, 2015

Day One: Initial Customer Contact & Remote Service

8:00 Continental Breakfast & Registration

8:40 Welcome Remarks Jen Montgomery

Executive Director Field Service Fall

8:45 Chairperson’s Opening Remarks

9:00 Preparing For The Customer Of Tomorrow

Renee Cacchillo Vice President Customer & Brand Strategy Safelite Group

Safelite AutoGlass has become synonymous with service thanks to its People Powered, Customer Driven approach. Using data analytics to listen better to customers, Safelite is forging new territory to implement new processes to make it easier for the customer. Key learnings in this exciting session from Renee Cacchillo include:

· Where Safelite is in its Customer Driven journey

· Insights into the road toward omni-channel contact

· When to move from data insight into action

· Why your people matter more than data

· Analyzing and measuring customer effort

9:20 Why Machines Fail – The Elephant in the Room for IOT

John Snow Vice President Marketing & Strategic Alliances CaseBank Technologies

The most effective product support organizations understand the causes of poor equipment performance and component failures. Their success indicates that they’ve “been there, done that”, something that is difficult to replicate using analytical methods. Service and support teams that understand why machines fail achieve superior first-time-fix and no-fault-found metrics, which also improves uptime and reliability. This presentation will focus on the importance of identifying specific failure modes as the key to helping companies realize the promises of IOT and Big Data..

9:40 How Can We Delight Customers? James Mylett

SVP Service Comfort Systems USA

Exceeding customer expectations is the basis of customer satisfaction. How can we find new ways to delight our customers? This is the question James Mylett addresses in his keynote address. James has been inspiring customers for decades as a leader of service and has focused his attention recently on finding ways to go above and beyond what his customers expect. He’ll deliver his keys to success this morning – don’t miss out!

10:00 Innovation Spotlight Mary Brittain-White

CEO Retriever Communications

What is your customer's first touchpoint with your company? Do you have the tools in place to optimize initial contact? Join us for the first two phases of the customer journey as we tackle customer contact and remote support




10:50 PANEL DISCUSSION: Increasing Customer Satisfaction With Value-Added Services

Ray Battani Vice President Operations Colonial Webb

Angela Collins Regional Vice President Service Comfort Systems USA

Robert Horton Director Southern Operations US Service ABB

An executive from Fleetmatics

It’s always better to have a customer who takes an active role in the maintenance of his equipment, but it’s not always easy to entice them to do so. Our panel of experts show how to increase the level of self-service through:

· Shifting customer support workload away from onsite service

· Accessing customer networks and defective machines remotely

· Increasing problem avoidance with service desk resolution and remote resolution

11:30 Diagnosing Customer Pain Points To Drive Customer Experience

Dave Baker SVP Field Services DirecTV

The best way to foster a positive experience for your customers is to address the problems they’re actually facing. Dave Baker, SVP Field Services for DirecTV, ensures his customers are satisfied and loyal by:

· Conducting exhaustive surveys across multiple channels to capture customer feedback

· Uncovering how customers feel about both products and services so you can update your offerings to better reflect what customers actually want

· Ensuring customer experience is a company-wide initiative; identifying internal leaders to drive change

11:50 Field Mobility 2.0: The Great Platform vs. Custom App Debate

From processing work orders to tracking down parts to arming the sales force, mobile devices and applications are ubiquitous in the field. The first generation has created significant efficiencies, but the Field Mobility 2.0 will transform existing business processes and provide companies with sustainable competitive advantages. But how do you use what you have to accomplish this, and when do you need to move to a more customized solution vs. using platform-based approaches? Join WillowTree’s CEO, Tobias Dengel, as he walks through a series of real client case studies that show ROI on using platform vs custom solutions as companies re-imagine business processes around mobile technology.

Tobias Dengel CEO WillowTree, Inc

12:15 Are You Ready For This: Addressing The Advent Of IoT

Tom York CEO Essintial Enterprise Solutions

Tom York has been a leader in IoT technology and is excited for its impact on the future of service. Join Tom to hear how the advent of the Internet of Things, mobility, and related technology advancements impact customer requirements and expectations and supporting field services models.

12:35 Lunch

1:35 Roundtable Discussions Over the course of the next two days, you’ll

have the opportunity to take part in each of the discussions listed below. Take a seat at any table to start and after 30 minutes, the roundtable moderators will rotate. We’ll do four rotations today and four tomorrow.








Table 6: Improving Customer Relationships, Profitability, And Capability With Inexpensive Mobile Virtual Presence And Augmented Reality Hosted by Drew Deaton, CEO, Vipaar

Table 7

Table 8


4:15 Transforming Maintenance To Improve Customer Service

Dane Taival Vice President Service & Contracting Trane

The Aberdeen Group reports a 20 percent higher customer satisfaction and retention rate for best-in-class service organizations. For decades facilities teams have turned to the calendar or hour meter to determine when it was time to service their heating, ventilating and air conditioning (HVAC) and other building systems. But recent innovations give organizations the information they need to perform maintenance when it is really needed and not just because it is scheduled. The most effective service and maintenance strategies are proactive, holistic, technology-enabled and knowledge-based. Predictive and reliability-centered maintenance strategies can help organizations improve energy efficiency, manage operating costs, enhance the environment and reduce the likelihood of

unplanned systems failure, which could have a devastating effect on their ability to achieve business objectives.

This presentation will discuss how moving to a predictive and reliability centered maintenance approach can improve service and overall customer satisfaction.

4:35 Tackling Customer Differentiation James McAnally

Vice President Customer Solution Center HP

Providing tiered levels of service can be an effective way to reduce costs and improve customer satisfaction. James McAnally heads up the customer solution center at HP and is tasked with developing service offerings that are tailored to each customer segment. To do this, he uses an innovative program encompassing data analytics and customer behavior. James shares his secrets this afternoon.

4:55 Driving Field Service Transformation With Connected Products

Charles Johnson Director Optimization & Business Development Philips Healthcare

Your customers want high-functioning equipment and limited downtime. You want to reduce costs. How can you accomplish both? Charles Johnson pioneered a remote monitoring operation at Philips Healthcare and in this session highlights the following benefits:

· Driving unmatched levels of service and increasing loyalty across your customer base

· Increasing operational efficiencies through more effective field service deployments and an increase in first call resolution

· Unlocking new revenue streams by providing innovative services to your customers



5:15 Finding Opportunities For Service: Utilizing Social Media To Improve Customer Satisfaction

Jeff Babe Director Field Service Americas Polycom

The names are mind-boggling: Twitter, Instagram, Tumblr, Flickr, Reddit.

Dipping a toe into the social media pool can be overwhelming for any service executive. Jeff Babe has figured out how to use social media channels to maximize customer satisfaction and loyalty by:

· Monitoring social channels like Twitter, Facebook and Instagram for mentions of your brand and any support challenges

· Taking an omni-channel view to determine your customers’ preferred method of contact

· Is there any difference with Millennials?

· Employing brand managers to proactively respond to and report on social activity

· Identifying quantifiable metrics that can be supported through social media

5:35 CLOSING KEYNOTE: Driving Multifaceted Service Business Through Automated Performance Data Services

Kurt Bradtmueller Director & GM Parts Heidelberg

Ulrich Koehler SVP Service Heidelberg

How do you develop a service portfolio that includes performance and consulting services, and uses real time data to show shortfalls in performance? Heidelberg has just such a solution and in this session, Kurt and Uli show how they achieve dynamic service offerings by:

· Visualizing metrics to guide the customer and show improvement potential

· Ongoing engagement reviews to analyze equipment availability and performance parameters

· Real time corrective actions to sustain and increase performance level

· Overcoming hurdles to get customer buy-in

5:55 Welcome Reception In The Solutions Zone

“I attend many conferences per year, but if I

could only attend one event per year it would

be Field Service.”

-Joe Arcuri, District Sales Manager, Click Software



October 1, 2015

Day Two: Smart Planning, Technician Support & Customer Experience

8:00 Continental Breakfast & Registration In The Solutions Zone




9:00 Envisioning The Future Of Field Service

Steve Petruk SVP / WW GM Maintenance & Technical Support Toshiba Global Commerce Solutions

Mobile devices and advanced software offerings have become as important to field service engineers as the toolboxes each technician used to carry with him. As head of maintenance and technical support for Toshiba Global Commerce Solutions, Steve Petruk is responsible for conceiving and successfully transforming such innovations into market forming platforms and applications. In this session, Steve invites you to discuss the importance of:

· Digitizing learning materials and technical manuals to provide on-demand access on any device

· Providing hardware and software that actually improves technician workflow

· Revamping training programs to incorporate troubleshooting on mobility and device issues

9:20 Vipaar Presents: It’s Not Brain Surgery: Improving Customer Relationships, Profitability, And Capability With Mobile Virtual Presence

Bart Guthrie Neurosurgeon University of Alabama at Birmingham

9:40 The Future Of Training Front Line Employees

Roger Rinker VP Talent Management Comfort Systems USA

Front line leaders are often the most important employees in your organization. A high performing frontline leader will find a way for their team to succeed in the face of poorly planned initiatives, changing priorities and chaos. A low performing frontline leader will find a way to sink even your best initiatives and will lead their team to middling or low results, independent of the strength of their senior leadership.

How do you raise the overall performance of an entire layer of your organization--dozens, perhaps even hundreds of people--all at once? For practical answers that can be applied to systems both large and small, join Roger Rinker as he presents a case study from Comfort Systems USA.

Your customers have contacted you and all possible repairs have been made via remote support. Now what? Day Two will tackle the next vital phases of the customer journey: planning, technician support and customer experience.



TRACK A: TECHNICIAN SUPPORT TRACK B: CUSTOMER EXPERIENCE

11:00 PANEL DISCUSSION: Exploring The Benefits Of Transitioning To A Contingent Labor ModelMark Brienzi Director Global Service Operations Kodak

Mark Rappaport Vice President Worldwide Service Maquet

Jim Russell Director of Service Sales Fire King Security Group

Maintaining a proper head count can be a headache for service leaders. What’s the appropriate mix of full time and contingent technicians? Our panel of experts highlight the benefits of a distributed workforce including:

· Reducing total number of full-time employees so you only pay for the amount of service you need at the time you need it

· Adopting a contract model with limited benefits and hourly pay

· Ensuring you hire quality, committed contract labor

· Leveraging remote services and more reliable hardware to reduce time spent onsite and eliminate waste

WORKSHOP: Taking Ownership of Customer Experience Sandra Fornasier Global Director of Customer Experience Ciena

Doug Roth Director Global Partner Management & FLM Ciena

Today’s service organizations are faced with the challenge of taking ownership of their customers’ experience. While omni-channel interactions are helping the field meet customer time and place demands, there is higher risk for inconsistency in customers’ lasting impressions. If we evaluate service delivery through the lens of consistency and value, how would our customer experience shift? The purpose of this workshop is to assess the current “ownership state” of our service channels and determine ways to create even more value for our customers.

Join Sandra & Doug in this interactive workshop to chart your current state and score it according to consistency and value creation. Don’t miss this exciting session!

10:00 Lessons Learned: Five Critical Requirements For A Successful Mobile Field Service Transformation

No solution is complete until it delivers tangible results for your business. This session will discuss the critical requirements for transformative mobile field service solutions, beginning with the right technology to deployment and performance management.

Timothy Dwyer Enterprise Sales Manager Panasonic System Communications

10:20 Morning Refreshment & Networking Break In The Solutions Zone



12:00 Keeping Your Service Employees Safe: Best Practices For Safeguarding Your WorkforceBruce Breeden Vice President Service Operations Fairbanks Scales

Field service technicians are put in hazardous and dangerous situations everyday. What tools and training will keep your workforce as safe as it can be? Join Bruce as he discusses:

· Educating technicians on proper driver and onsite safety procedures

· Tracking accidents and issues and implementing steps forward to ensure they are not repeated

· Providing onsite technicians with all necessary tools and equipment to ensure complete safety and compliance

Reducing Customer Effort Through Engagement Marian Favors Director Customer Support Karl Storz

Karl Storz has been recognized by JD Power for their outstanding customer support team. As head of this department, Marian Favors is an expert at finding ways for customers to reduce the effort they expend as part of each transaction. Join Marian as she discusses:

· Structuring software offerings to better handle customer communications

· Measuring and analyzing the data from call center in conjunction with customer web portal and knowledge management system

· Transforming from call center to resolution center to increase not only customer satisfaction, but also the internal status of the technical support employees

12:20 Lunch

11:40 Engaging Your Service Force In SalesRichard Mack Head of Global Support Center Heidelberg

Oliver Debus Director Business Development Heidelberg

Differentiating your service to provide value to customers by creating service products that they want and need is vitally important. How can service teams entice technicians to make value-added sales? Richard and Oliver have created a team of service technicians who know the value of sales and are committed to selling through:

· Taking customer feedback to create products that they value

· Training and engaging the workforce toget the reluctant to engage

· Using marketing as a tool to educate the customer and become the calling card for the technician

· Q&A for higher prices as a way to educate the organization

WORKSHOP: Taking Ownership of Customer Experience Continues



1:20 Roundtable Discussions It’s time for more hands-on discussions led

by the best and brightest in service! Please take a seat at the same table as yesterday and you’ll be joined by a new moderator every half hour. At the end of today’s session, you will have taken part in talks on the hottest topics in customer care and support.






Table 6: Improving Customer Relationships, Profitability, And Capability With Inexpensive Mobile Virtual Presence And Augmented Reality Hosted by an executive from Vipaar

Table 7

Table 8

3:20 Afternoon Refreshment & Networking Break In The Solutions Zone

4:00 The Technician of the Future, Today: How and Why to Reap the Benefit of Technology-Enabled Technicians

Greg Parker Director Customer Care & Field Development Trane

Technology-enabled technicians now offer high-end service that can help optimize system performance to increase customer satisfaction and reduce callbacks, ultimately

facilitating business growth and improving the bottom line. Integrated and intuitive hardware and software technologies have now been incorporated into the normal flow of a technician’s daily work to create a “smart technician” who is able to more efficiently and effectively respond to - and anticipate - system issues. This presentation will address some specific cutting edge capabilities offered by technology-enabled technicians, including the ability to:

· Leverage the use of cutting-edge cloud- and remote-based technologies

· Remotely access systems to pre-diagnose and troubleshoot an issue before coming onsite

· Offer honed interpersonal “soft skills” to deliver the best possible customer service experience

· Perform all job-related recording and reporting in one mobility solution

4:20 All About You: Creating And Implementing A Customer-Centric Focus Within Your Organization

James Todd Director Customer Service Call Center Carl Zeiss Meditec

Lloyd Steere Director Field Service Carl Zeiss Meditec

Most companies talk about putting the customer first, but how many actually do so? Carl Zeiss Meditec discovered an innovative way to empower employees to implement a customer-centric focus, which they call the Blue Commitment. Join Jim and Lloyd as they detail:

· Creating world class service for customers

· Empowering employees to exceed customer expectations

· Developing employees who are accountable and engaging

4:40 Communicating The Value Of Services To Customers

Paul Pisarski Area Service Manager Johnson Controls



Pat Foley Manager Extended Warranties Johnson Controls

Services provided to end customers are often intangibles that are difficult to effectively describe in terms of value. Value reporting is a critical topic with many customers, and companies create strategies and initiatives to produce this type of reporting, only to find challenges in consistently operationalizing and delivering reports long term. This topic addresses:

· Selecting appropriate metrics that communicate value

· Providing standardized reporting with sufficient flexibility

· Operational disciplines required to consistent delivery

· Risks of exposing performance gaps directly to customers

· The challenge of cultural change for effective reporting

· Specific action steps to get started

5:00 Optimizing Field Service Repair Tracking

Jay Reynolds Vice President of Service Haier America

Repairing your customers’ equipment effectively and quickly is important. Tracking these repairs is equally as important as Jay Reynolds of Haier America is well aware. In this session, he discusses application design and tracking profiles as key components toward effective and efficient control of a national independent service provider network.

5:20 PANEL DISCUSSION: Equipping Technicians With A Digital Toolbelt To Improve Onsite Performance

Chris Turano SVP Service Quench USA

Wayne Fowler Head of Global Service AutoChem

An executive from ProntoForms

To close out the second day of the conference, take part in a lively discussion about the tools that onsite technicians need to be successful. Key takeaways from our experts include:

· Digitizing learning materials and technical manuals to provide on-demand access on any device

· Providing hardware and software that actually improves technician workflow

· Revamping training programs to incorporate troubleshooting on mobility and device issues

· Continuously monitoring workforce adoption to create standard levels of capabilities among your field force

6:00 Cocktail Party

“Field Service has provided valuable insight into

how many of our peers are solving problems that

so many of us deal with every day.”

- David Guizerix, Vice President, Global Customer Service,

Cross Match Technologies



October 2, 2015

Day Three: Internal Value Proposition, Workforce Development & Customer Retention

8:00 Continental Breakfast




9:00 Managing Succession Planning In A Service Organization

Steve Meyers Director Central US Field Service Vivint

9:20 Implementing A Regional Specialist Approach For A Win-Win-Win

Kevin Hogerty Director of Service for the Americas FEI

Kevin Hogerty is currently implementing a Regional Specialist role which will provide an internal win for the Company, a win for the Customers and a win for our field service team. This approach to our current support model will utilize region specialists for a select set of technical competencies. This will provide many advantages, such as improved Customer satisfaction, reduced parts usage, reduced escalations requiring factory technical support and an excellent personal development opportunities for the right field engineers.

9:40 Managing An Overbearing Sales Force: Ensuring Service Can Deliver On What’s Being Sold

Chris Caltrider Director Financial Division Customer Services, NAMER NCR Corporation

The relationship between sales and service is vital to protect but difficult to maintain. In his role as head of service, Chris Caltrider liaises with the sales team to ensure the two are seen as partners by:

· Mandating open and continued communication between sales and service

· Ensuring customer commitments are agreed to internally

· Setting sales priorities that align with service realities

10:00 Morning Networking & Refreshment Break

10:40 Roundtable Discussions Did you enjoy the roundtables on Days 1 & 2?

We hope so! For today’s session, you’ll have to choose the two topics you’d like to learn more about. Take a seat at your first choice and after 45 minutes, we’ll ask you to move to your next choice.

Table 1:

David Pinto National Service Manager Henry Schein

Your customers are happy so now it's time to focus on your employees. Have you done everything you can to maximize the relationship between service and sales, and service and marketing? Have you given your technicians all of the tools they need to succeed? Don't miss the conclusion of the customer journey to maximize service excellence!



Table 2 Kurt Opel Director Global Parts Inventory Management Kodak

Table 3 Chris Kunzmann Head of Global Service Marketing Coherent

Table 4 Chris Reilly Service Training Manager Tennant

Table 5 Roger O’Connor VP & GM Product Support Gosiger

Table 6 Brian Climer Service Development Director Cummins

Table 7 Jim Joyner Vice President Customer Excellence Card-Monroe

Table 8 Kieran Ryan Director of CSS Field Operations Intelligrated

12:10 Lunch

1:10 PANEL DISCUSSION: A Cross-Functional Perspective On Service Excellence

Oliver Demus Director Business Consulting Heidelberg

Melinda Keith Senior Director Customer Satisfaction & Business Operations Field Services DirecTV

Effective service offerings can increase synergy with customers and improve your value proposition. How can Service create offerings that drive revenue and create engaged customers? Our panel of experts will debate this as they highlight the importance of:

· Gathering input from different areas of the organization including sales, marketing, new product development, IT

· Shedding the traditional mindset and starting with “what does that mean from go-to-market standpoint?”

· Continuously refreshing the product to improve synergy with client

1:50 Finding, Leading And Motivating A Field Service Team

Dwight Strayer COO Service Express

Aging workforces have been a major challenge for service organizations for years, but few companies have mastered the art of hiring new technicians and of motivating the existing workforce. Dwight Strayer highlights how to find and lead a successful service team by:

· Determining the best places to look for experienced technicians – military, trade schools, competition

· Creating partnerships with local trade schools and universities to increase awareness of your brand

· Analyzing current employees and determining which traits and skills create successful technicians


2:40 Elevating Technical Support’s Role In Field Service Performance Improvement

John Callen Support Solutions Manager NCR

Who knows more about your equipment than the technician who works on it day after day? To make sure you capture the vast knowledge of your technical support team, John Callen recommends the following tips:

· Being proactive: technical support no longer waits for the technician to call in before getting engaged

· Sharing “know before you go” secrets

· Using Knowledge Centered Service methodology throughout service delivery process to ensure increased customer satisfaction and reduced costs



3:00 Adding Customer Value Through A Preventative Maintenance Program

Tim Davis Director International Military Support Moog Aircraft

Preventative maintenance offers many benefits, but key for Moog Aircraft is increased customer satisfaction. Tim Davis is responsible for a small fleet and has instituted a preventative maintenance program which has already seen the following results:

· Fewer initial customer calls regarding needed repair/maintenance

· Increased equipment uptime

· Improved customer satisfaction scores

3:20 Conference Wrap-Up Panel Discussion: Diagnosing Customer Pain Points To Drive Customer Loyalty

Dale Reeder Vice President of Customer Care Rinnai

Robert Contino Director of Customer & Technical Service Noxilizer

Thomas Schiller Director Service North America Electrolux

Benton Travis Field Service & Customer Support Inspectrology

David Evans Vice President Global Service Operations ARCA

Close out Field Service Fall 2015 with an exciting panel discussion on customer loyalty. Our experts target keys to retention like:

· Conducting exhaustive surveys across multiple channels to capture customer feedback

· Uncovering how customers feel about both products and services so you can update your offerings to better reflect what customers actually want

· Ensuring customer experience is a company-wide initiative; identifying internal leaders to drive change

4:00 End Of Field Service Fall 2015

“It was a good opportunity to network with similar

and dissimilar industries, all having the common

passion for Field Service and mobility in that space.”

- Dennis Pappas, Director of International Service, Cytyc LP



About Our Sponsors

Astea www.astea.com

Astea International (NASDAQ: ATEA) is a global provider of software solutions that offer all the cornerstones of service lifecycle management, including customer management, service management, asset management, reverse logistics management and mobile workforce management. Astea’s solutions link processes, people, parts, and data to empower your team and provide the agility you need to achieve sustainable value in less time, and successfully compete in a global economy. Since 1979, Astea has been helping more than 400 companies achieve new levels of service excellence. To learn more visit: www.astea.com. Service Smart. Enterprise Proven. Check out the latest news from Astea here: http://bit.ly/Z0YuKT

CaseBank www.casebank.com

CaseBank technology provides troubleshooting, reliability and defect trend analysis so engineering and service teams can accelerate equipment repair, increase uptime, reduce warranty costs and enhance product support and performance. CaseBank captures field technician experience, guides the troubleshooting process and connects it to repair procedures and parts catalogs so OEM customers and support personnel get fast, accurate answers for equipment failures.

Cotap www.cotap.com

Cotap is a simple, secure mobile messaging app for fast, easy work communication. There’s no need to swap phone numbers, and your personal and work messages stay separate. Field service teams use Cotap to easily communicate between the office, floor and field, and to address and resolve unexpected issues while providing world-class customer service.

coresystems www.coresystems.ch

coresystems is an award-winning cloud-based mobile business solutions company. The company builds innovative platforms, tools and applications that enable small, medium and large companies to effectively manage their business processes and better serve their customers. Over 120,000 users throughout the world in a range of industries use coresystems’ apps to quickly navigate, capture, record and report on highly complex business processes. In addition, coresystems has a team of qualified consultants to guide complex ERP projects to find solutions that best fit customer needs. Headquartered in Windisch, Switzerland, coresystems was founded in 2002 and currently has several offices around the world, including London, New York, Sao Paolo and Shanghai.



Fleetmatics www.fleetmatics.com

Fleetmatics Group PLC is a leading global provider of fleet management solutions for small to enterprise sized businesses and is delivered as software-as-a-service (SaaS). Our solutions enable businesses to meet the challenges associated with managing local fleets, and improve the productivity of their mobile workforces, by extracting actionable business intelligence from real-time and historical vehicle and driver behavioral data. Fleetmatics Group’s intuitive, cost-effective web-based solutions provide fleet operators with visibility into vehicle location, fuel usage, speed and mileage, and other insights into their mobile workforce, enabling them to reduce operating and capital costs, as well as increase revenue. Fleetmatics serves more than 23,000 customers, with over 500,000 subscribed vehicles worldwide.

ForeFront www.forefrontcorp.com

ForeFront expertise spans cloud architecture, business strategy, enterprise integration, mobile solutions and Life Science industry compliance.

ForeFront delivers fully integrated custom solutions to streamline field service and asset management, manufacturing, supply chain and procurement processes across your organizations entire value chain. We create a truly global enterprise that goes beyond functional departments, languages & territories for our clients. ForeFront connects your Field Service applications (ServiceMax, etc.), to any CRM (Salesforce.com, etc.), and ERP (SAP, Oracle, JDEdwards, Infor, Epicor, etc.) cloud or on premise systems. You can improve operational agility, increase visibility across customers, contracts, inventory and financials and turn information into actionable insights to lead.

ForeFront is an awarded cloud integration leader based in the New York metro area with worldwide market reach.

IFS www.ifsworld.com/en-na

IFS is the recognized leader in field service management and asset management software. IFS offers software to manage teams of mobile technicians, including customer relationship management (CRM), mobile service, parts management, contract management, scheduling and maintenance repair and overhaul (MRO). Whether you manage a field service workforce handing high volumes of calls each day or technicians on longstanding and complex repair, refit or overhaul engagements, IFS has software to facilitate your business. IFS supports its more than 2,000 customers and 800,000+ users from offices in more than 50 countries. IFS, a public company (OMX STO: IFS) was founded in 1983.

Librestream www.librestream.com

Librestream gives you a live Virtual Presence in the field with the Onsight enterprise mobile video collaboration system. Through Onsight, your experts can instantly assess remote environments and tools to help field workers make accurate decisions without ever leaving the office. The Onsight system includes collaboration software for smartphones, tablets and PCs as well as rugged wireless video devices built for extreme environments. Optimized to perform in real world field situations, Onsight provides a uniquely interactive experience and the advanced tools needed for experts to inspect, diagnose, and help field workers solve complex problems remotely. Unlike consumer video chat solutions, Onsight provides enterprise grade security and control, optimized performance for ultra-low bandwidth settings and a highly interactive experience with live video, audio, onscreen drawing, image sharing, remote control capabilities and much more.



Panasonic Solutions for Business http://www.business.panasonic.com/industries-fieldservice

Panasonic delivers game-changing technology solutions that deliver a customized experience to drive better outcomes—for our customers and our customers’ customers. Panasonic engineers reliable products and solutions that help to create, capture and deliver data of all types, where, when and how it’s needed. The complete suite of Panasonic professional solutions for government and commercial enterprises of all sizes addresses unified business communications, mobile computing, security and surveillance, retail point-of-sale, office productivity, visual communications (projectors, displays, digital signage) and HD video production. Panasonic solutions for business are delivered by Panasonic System Communications Company of North America.

ProntoForms www.prontoforms.com

ProntoForms is a powerful field service management solution that converts any paper form (work orders, timesheets, inspections, etc.) onto smartphones and tablets, and delivers end-to-end data management capabilities - from field data collection to insightful reports that translate into faster, better business decisions. • Field service workers get more done every day by collecting data quicker and more accurately, like customer information, signatures and photos (even sketching on an image) • Managers receive notifications and reports instantly, improving field activity visibility and overall team communication, while lowering operation costs • Key stakeholders track and analyze business data to ensure SLA/regulatory compliance and improve the bottom line

Retriever Communications www.retrievercommunications.com

Collecting and managing data in the field using manual paper processes reduces potential revenue and increases operating expenses. What’s required as a replacement is a mobility solution that’s designed to operate as a tool of trade while reflecting your unique processes. Retriever Communications’ offering is designed solely to operate in industrial environments where dependency is mission critical.

Founded in 1996 to specialise in wireless applications, Retriever today is Australia’s leading wireless vendor. Retriever has spent the last 17 years honing its ability to design, implement and support robust mobile enterprise solutions on its Mobile Enterprise Application Platform “MEAP”. Retriever’s offering is augmented by scheduling and optimisation options, Mobile Application Management, dynamic forms capability and a full IDE which allows the construction of mobile applications and integration within a single tool. Retriever’s commitment to their customers has resulted in an enviable portfolio of blue chip organisations including in Australia: O’Donnell Griffin, Carlton United, OTIS Elevator Company, CHEP, AGL, Sydney Water and UGL. Our mobility solutions are delivered across 25 countries and manned by a 24 hour help desk, reflecting Retriever’s global capability and regional cloud options.

ServiceMax www.servicemax.com

ServiceMax is the only complete suite of cloud-based, social and mobile field service applications. ServiceMax gives companies unprecedented capabilities in field service to increase revenue, perfect field service delivery, and delight customers. Companies use ServiceMax to manage the entire field service process including scheduling, parts and contracts. Customers include large enterprises such as Dupont, Elekta, and Electrolux, and smaller companies such as McKinley Equipment and Kinetico. For more information go to www.servicemax.com.



Software AG www.softwareag.com/us/default.asp

Software AG helps organizations achieve their business objectives faster. The company’s big data, integration and business process technologies enable customers to drive operational efficiency, modernize their systems and optimize processes for smarter decisions and better service. Building on over 40 years of customer-centric innovation, the company is ranked as a leader in 15 market categories, fueled by core product families Adabas and Natural, ARIS, Terracotta, webMethods and also Alphabet and Apama. Learn more at www.softwareag.com/na

Starr & Associates www.starrandassociatesllc.com

Starr & Associates is a management consulting firm that specializes in innovative analytical and technological solutions to complex business and organizational problems. Starr & Associates specializes in business strategy, business intelligence, business analytics and technology management. We pride ourselves in delivering innovative and sustainable solutions that drive bottom line value for our clients. We provide our clients with well-trained, well-educated, experienced, senior-level resources at reasonable rates. Our standard, disciplined, quantitative approach to improving organizational performance delivers practical, impactful and sustainable results.

Vipaar www.vipaar.com

Vipaar develops and delivers leading augmented reality and virtual interaction technologies for users solving real problems across 50 countries. Mobile augmented reality and virtual interaction allows the merging of two real-world views digitally to blend local and remote video streams in real-time. Initially developed and patented by a neurosurgeon-led team, Vipaar holds numerous patents and pending patents in the field of augmented reality and virtual interaction. Founding neurosurgeon, Bart Guthrie MD, is a recognized leader in the development of translational technology including OmniSite, a computer-based and image-guided system currently licensed to Integra LifeSciences Corporation (NASDAQ: IART) and Emageon, Inc., an imaging company which went public (NASDAQ: EMAG) before being acquired. The Vipaar team includes experts in informatics, social networking, advanced 3D rendering, and visualization. Technical, healthcare, manufacturing, and service experts can now show a resolution, not just describe it whether hundreds or thousands of miles away. Using current mobile devices experts can now visually collaborate, assist, and resolve as though they were working side-by-side with a colleague or customer. Expertise is now more valuable than ever and Vipaar allows instant access.

Willow Tree www.willowtreeapps.com

WillowTree, Inc. is a mobile solutions specialist bridging the highest level of consumer user experience (UX) with enterprise-grade deployments and security with a focus on field solutions, mobile platforms and connected devices, and media delivery. Founded in 2007, WillowTree is a chosen partner of the world’s leading companies including GE, Johnson & Johnson, Time Warner, AOL, AEG, and Harvard Business Publishing who trust WillowTree to guide and execute their mobile initiatives. For more information, visit www.willowtreeapps.com.



About Our Media Partners

Aberdeen Group Website: www.aberdeen.com

Since 1988, Aberdeen Group has published research that helps businesses worldwide improve their performance. Our analysts derive fact-based, vendor-agnostic insights from a proprietary analytical framework, which identifies Best-in-Class organizations from primary research conducted with industry practitioners. The resulting research content is used by hundreds of thousands of business professionals to drive smarter decision-making and improve business strategy.

Aberdeen’s marketing services for B2B organizations help marketers take control of the Hidden Sales Cycle™. In addition to licensing content, marketers in companies of all sizes, across many industries, leverage our turnkey marketing programs, hire our analysts for speaking engagements, and use our innovative content-as-a-service approach. Aberdeen Group is headquartered in Boston, MA.

Customer Service Manager Website: www.customerservicemanager.com

CSM is the leading online magazine and community for customer service professionals. The CSM website is packed with customer service articles, skills and tips - all designed to help improve your customer service. Join for free and receive a valuable customer service newsletter each month.

Field Service News Website: www.fieldservicenews.com

Field Service News is the UK’s leading provider of news, insight and opinion to the Field Service industry. We publish articles daily right here at www.fieldservicenews.com which include a mix of the latest news, features and business intelligence. We conduct our own extensive research on a regular basis providing meaningful analysis of the industry today and key benchmarking figures for the industry at large. We deliver this information across a number of media including video, podcasts and the written word.

Field Technologies Website: www.fieldtechnologiesonline.com

Field Technologies is the premier resource for the optimization of your field workers, service, and assets. Field Technologies provides service, transportation, and public works professionals with information on technologies including field service software, mobile computing hardware, RFID, and M2M. For more information, visit www.fieldtechnologiesonline.com.



Mobile Enterprise Website: mobileenterprise.edgl.com/home

Mobile Enterprise: Wireless solutions from the C-suite to the field. Mobile Enterprise covers the full range of the mobile workforce, from wireless infrastructure to machine-to-machine communications. Mobile Enterprise takes our readers beyond the solutions themselves, to examine the processes and strategies involved in mobilizing your workforce, managing mobile devices and infrastructure and ensuring a secure environment.

National Assocation of Service Managers (NASM) Website: www.nasm.com

The National Association of Service Managers is the oldest professional nonprofit association of product service executives in the United States. Founded when service techniques were just beginning to be highly recognized as a sales and marketing tool. NASM is an organization dedicated to provide professional leadership and education to the service executive, while developing their managerial expertise in the business and organizations that they represent.

“Thanks for a great experience! This was the best

Field Service Conference I have ever attended.

The speakers, break out sessions, and topics

were all relevant to both today’s issues, and future

opportunities to improve Customer Experience.

The venue was excellent, the speakers were

well prepared and professional, and it was great

to network with professionals who face similar

challenges.”

- Gordon Rice, Vice President and General Manager of Sales Business, Hypertherm Inc



Venue And Accommodations

Highlights:The Westin Buckhead Atlanta Hotel is situated in the heart of affluent Buckhead in Atlanta and surrounded by the finest shopping and dining experiences in the city, while just a short drive away from popular things to do in Atlanta including Piedmont Park, the Georgia Aquarium, and the Georgia Dome. Each of our 365 guest rooms and 11 suites features the signature Westin Heavenly Bed® and Bath products, and is equipped with a flat panel high-definition LCD television, wireless Internet and floor-to-ceiling windows.

The Westin Buckhead 3391 Peachtree Road, N.E. Atlanta, GA 30326

Website: www.westinbuckheadatlanta.com

Phone: 404-365-0065

Field Service Fall has procured the special rate of $199 a night (plus tax) for attendees. To book your room, contact The Westin Buckhead at 1-800-937-8461 and identify yourself as a Field Service Fall attendee or go to Field Service Fall 2015. Rooms are limited and are first come first served, so book as soon as possible. The discounted rate expires Tuesday, September 8, 2015. If you have missed this deadline, inquire with the hotel as rooms may still be available.



Let Us Show You The Solutions YouNeed To Succeed

Interested In Sponsoring Field Service Fall? Contact Harvey Today!

Harvey is here to put together a customized sponsorship package that will ensure your solution reaches the people you want it to reach.

Contact Harvey today!

Harvey Golub Sponsorship Manager 646-200-7527 [email protected]

Identifying the right technologies for your business is critical. Field Service Fall is your opportunity to connect with leading technology solutions that will increase your bottom line. Our Solutions Zone is your one-stop-shop for technology to improve service operations. Whether your goal is to improve customer experience, increase field mobility or optimize remote support, we’ll make sure you that we showcase only the most relevant and innovative solution providers for you to meet and evaluate.



Pricing & Discounts

Pricing for Solution Providers*

Group Pricing for Qualified Service & Support Executives

Service & Support Executives

Please Note: · *Solution Providers include any service provider to service

and support organizations, i.e. software vendors, technology vendors, solution providers, third party logistics providers, consultants or companies with primary revenues resulting from commissions, subscriptions and/or advertising.

· Fee includes continental breakfast, lunch, cocktail receptions and conference documentation.

· All discounts are taken off the full conference price. No two discounts or offers can be combined.

· Payment is due in full at the time of registration. Your registration will not be confirmed until payment is received and may be subject to cancellation.

Register By Jun 30

Register By Jul 31

Register By Aug 31

Full Price

3 Day Conference, September 30 - October 2 SAVE $300 $2,199

SAVE $200 $2,299

SAVE $100 $2,399

$2,499

Full Price

3 Day Conference, September 30 - October 2 $3,099

Group Discounts for Service and Support Executives Save

Groups of 3+ 20% off current rate

Corporate Rate 8-10$13,999

(Call 1-888-482-6012 to secure this rate)

· CT Residents must add 6.35% Sales Tax to their registration fee.

· Cancellation Policy: Any cancellations received in writing not less than eight (8) days prior to the conference, you will receive a 90% credit to be used at another WBR conference which must occur within one year from the date of issuance of such credit. An administration fee of 10% of the contract fee will be retained by WBR for all permitted cancellations. No credit will be issued for any cancellations occurring within seven (7) days (inclusive) of the conference.

To secure space for your team, contact Mimi Fox at 1-416-597-4808 or email [email protected].

Call: 1-888-482-6012 or 1-416-597-4808 Email: [email protected] Web: www.fieldservicefall.com

Register Today & Save $$$ü

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