Day One: Harnessing The Power of Service Technology and Analytics

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Speaker to be named, Help Lightning

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Have you recently benchmarked your service against your competitors? If not, here’s your chance! Join our panel of experts from top medical device manufacturers and key technology providers as they discuss how they are measuring success in their service business including:

- Establishing what success means to your service business
- Looking at what KPIs most accurately measure your version of success
- Using actionable insights from the KPIs analyzed to keep improving your efficiency

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For years in medical device field services, most of the information received about how your products and services are consumed was gathered while doing repair and maintenance work in the field. But today’s world is different. Connected medical products send more and more information to you in real-time that can be used as a strategic asset. This customer data can be used to inform strategic business decisions that turn your service and warranty business from a cost center to a profit center. Join Carter Gentry, Senior Director of Delivery at ServiceSource, to learn how developing a Revenue Lifecycle Management framework for ongoing customer engagement can help you identify and act on opportunities to increase revenue from your existing customer base.

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- Examining your install base to understand where spare parts could be needed
- Deciding what the ideal timeframe for parts delivery is based on the device in question
- Monitoring asset history data to better understand your inventory needs
-Unleashing the power of connected device data to assess when you might need new parts

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Because service leaders and front line technicians have an array of mobile devices and apps to choose from, it’s vital to have a formal mobile strategy in place. Join our panelists as they debate how best to:

- Digitizing learning materials and technical manuals to provide on-demand access on any device
- Giving your techs quick access to asset history, other field reports on similar fixes and device manuals
- Ensuring the ability for easy communication between all technicians, should there be need for a second opinion or a higher level of expertise
- Experimenting with Google-glass or remote live video support technology

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Ok, at this point of the day, you’ve seen the slides & you’ve plugged into the panels. But now you’re ready to get involved. You’re ready to share your own service challenges, successes & failures. And at Field Service Medical, you’re in control of the conversation. Since our inception four years ago, our unique, peer-to-peer tables have been the star of the show. As part of a small group, you’ll hear how other manufacturers are getting to grips with service & support. You’ll be inspired to take their approaches back to your workplace. And you’ll have fun doing it. Every 30 minutes, we’ll tackle a new topic with a new expert host. Enjoy!

1. How to Differentiate Your Company Through Service Excellence, Not Product
Duncan Heal, Managing Director/CEO, Market Intelligence International
Evans Manolis,.President, Market Intelligence International

2. Service In A Highly Regulated Environment
Greg Camara, Enterprise Sales Manager, Coresystems

3. Enhancing Field Service with Mobile Merged Reality and Virtual Presence
Drew Deaton, CEO, Help Lightning

4. Transforming Medical Device Field Service across Platforms, Systems and Oceans
Heather White, Director of Client Delivery, ForeFront

5. Integrate, Don’t Isolate: Integrating Powerful New Technology and Analytics to Improve Customer Experience and Increase Productivity
Ted Steffner, FieldOne Solutions Specialist, Microsoft

6. Using Product and Service Data as a Strategic Asset
Carter Gentry, Senior Director of Delivery, ServiceSource
Pete Geoly, Senior Manager of Solutions Marketing, ServiceSource

7. Are you being Servitized? Let's Discuss Servitization and its Enabler - The Internet of Things
John Danese, Senior Director, Life Sciences IBU, KPIT

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Welcome to the kick of off the Field Service Medical Solution’s Lounge sponsored by Field One, from Microsoft.

The Field Service Medical Solution’s Lounge will serve as your “home base” for the next two days. This is where you’ll enjoy bottomless coffee, soft drinks and snacks; learn about the latest service & support technology; and catch up with colleagues and peers!

Continuation of earlier roundtables:

1. How to Differentiate Your Company Through Service Excellence, Not Product
Duncan Heal, Managing Director/CEO, Market Intelligence International
Evans Manolis,.President, Market Intelligence International

2. Service In A Highly Regulated Environment
Greg Camara, Enterprise Sales Manager, Coresystems

3. Enhancing Field Service with Mobile Merged Reality and Virtual Presence
Drew Deaton, CEO, Help Lightning

4. Transforming Medical Device Field Service across Platforms, Systems and Oceans
Heather White, Director of Client Delivery, ForeFront

5. Integrate, Don’t Isolate: Integrating Powerful New Technology and Analytics to Improve Customer Experience and Increase Productivity
Ted Steffner, FieldOne Solutions Specialist, Microsoft

6. Using Product and Service Data as a Strategic Asset
Carter Gentry, Senior Director of Delivery, ServiceSource
Pete Geoly, Senior Manager of Solutions Marketing, ServiceSource

7. Are you being Servitized? Let's Discuss Servitization and its Enabler - The Internet of Things
John Danese, Senior Director, Life Sciences IBU, KPIT

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In case you missed Mardi Gras, we will be celebrating Fat Tuesday one week late at Field Service Medical with some jazz tunes, Cajun bites and tasty cocktails in our solution’s zone