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- Brian Jelley, Hewlett Packard business development manager, explained his role within the company’s ... Heating up
- Learn how heateam has expanded its operation and is hoping for more future growth. |
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 Mobilising the workforce - extending the office boundary
Geoff’s organisation supports 8000 council properties and another near 5000 for other organisations with 60 mobile operatives. In this presentation he assesses the benefits of a recent mobility project among its housing operatives. He charts some key learning points and some of things he would do differently a second time – this presentation is a vital guide to any others planning a mobility project.
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 Why an integrated service management system pays dividends
In a modern service business there is an essential need for a total and coherent view of the customers. This means reliable and actionable data to be available where and when it is needed. Here, Keith explores how an integrated management system helps provide a truly integrated organisation.
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 How Ericsson's Managed Services business is leveraging workforce management
Mickael discusses Ericssons's experiences in introducing a global work-force management system to efficiently control its field operation business world-wide. He describes the background to Ericsson's Managed services business, the challenges and needs for a profitable field operation business, gives an overview of its work-force management solution and reveals some of the experiences and lessons learned from the implementation. He also gives an insight into the way forward.
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 Committed to service excellence - but at what cost?
As part of its commitment to service excellence Networks First is making significant investment in every area of its operations. But at what cost and what does it take to ensure partner loyalty and customer retention in this price driven 'me too' market.
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 Choosing and deploying systems from an operational perspective
Paul discusses how his former employer, Centrica, addressed the key issue of how can you de-risk operational impact and maximise business benefit from its system. He will discuss how he used the staged, check points of: creating the vision, supplier selection, deployment preparation, going live and post implementation bedding in – and the resulting benefits.
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 Case study: Service Lifecycle Management
Robin Hamill describes how his company maximised the benefits of its business management system. Situated in Belfast, Dublin and Douglas (Isle of Man), Fire Security Limited is an innovative market leader in sales, installation and support of fire detection and security systems. Fire Security maintains a wide customer base throughout the whole of Ireland and the Isle of Man, including banks such as the Northern Bank and Ulster Bank, the majority of major hospitals, the education sector including the two major universities in Northern Ireland, the retail and industrial sectors.
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 Creating an efficient structure for field resource management
Innserve was created to keep the nation’s refreshments flowing through the servicing of beer lines and dispensers. In establishing a field service management system it had to address difficult cultural, technical and process issues. Stuart discusses the trials, tribulations and triumphs of the process.
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 The strategic imperatives for a 21st century service director
A highly respected and experienced services guru, Steve Downton is also well known as a regular contributor to Service Management. He reveals what he considers to be the key challenges for the service operation, how and where technology can help a manager, the need for strong and profitable relationships and how the operation should be shaping up for the new age of service.
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 The business lessons learned from a customer service deployment
A desire to get closer to its markets led Honeywell to streamline and sharpen its communications processes with engineers and customers across Europe. Tim reveals how the unified technology, people and change management, and business continuance strategy was shaped, created, and delivered and to what effect.
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 Moving from a manual to an automated scheduling process
Automating a traditionally manual work scheduling process touches many parts of the operation and requires careful management to successfully deliver the anticipated benefits. Karl & Richard give detailed insight into how Vodafone developed the process and worked with their people and technology to implement it, detailing the successes, benefits and lessons learned.
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Here exhibitors offer a vast array of systems to automate all areas of the service operation including management systems, scheduling, CRM and web based solutions.
Identify suppliers who can provide voice and/or data systems, portable and ruggedised computers, tracking solutions and integration services.
Find exhibitors to help your logistics and inventory management, call handling, recycling and waste disposal.
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