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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

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Table 1: Leveraging Relationships Between Sales And Service Teams To Cross-sell Products And Services
Hosted by David Pinto, National Service Manager, Henry Schein

Table 2: TBD
Hosted by Kurt Opel, Director Global Parts Inventory Management, Kodak

Table 3: Increasing Sales Of Service Contracts
Hosted by Chris Kunzmann, Head of Global Service Marketing, Coherent

Table 4: Developing On-Demand Training Models To Minimize Technician Downtime And Improve Your Knowledge Base
Hosted by Chris Reilly, Service Training Manager, Tennant

Table 5: Transitioning Customers From The “Break-Fix” Model Of Service To Service Contracts
Hosted by Roger O’Connor, VP & GM Product Support, Gosiger

Table 6: Building Strong Communication To and From Field Service Technicians
Hosted by Scott Wooden, Field Service Director, Card-Monroe

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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

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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.

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