The New Relationship Economy

Do you know what your customers actually value and what they are willing to pay for? The very best service leaders ask themselves this question daily to create additional value for their customers & outperform their competition. In this session, a Head of Global Service outlines the latest tried-and-tested customer feedback techniques, strengthening the long term relationship & simplifying new product development.

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A 50% reduction in labor costs, and virtually no drop in customer service levels? That’s the promise of outsourced technology field service, according to a recent post on Supply & Demand-Chain Executive. Clearly, outsourcing has many benefits for both the worker looking for a quick job during a down period and for the organisation that can deliver on a job in a new location where they don’t have staff. But how easy is it to externalise your core processes? Which partners and staff can be trusted with your brand’s reputation? And can the technology live up to it’s promise?

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Does The Complexity Lie With The Hospital, Parts Provider Or Courier?

• How to deliver the correct aftermarket parts to the right person in the right department, first time, everytime
• Addressing and responding to problems without creating a culture of blame, internally and externally
• Utililising specialist couriers who understand that they are carrying essential, non-routine parts that require delivery notifications

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GfK, one of the leading market research companies in the world, has recently gone live with a new hospital panel focusing on medical supply products. Tracking the in-hospital consumption per ward on sku level allows for detailed insights on the market, competing companies and available products. Thanks to GfK’s highly flexible classification paired with a wide range of product related features, benchmarks on segments and even feature values can be reported. Knowledge derived from the data is most interesting for sales teams as consumption can be broken down by hospital clusters and regional segments. These reports include easy to read charts to give a quick overview as well as detailed reports that can be used for a deep dive on specific topics related to sales and marketing.

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*Ok, this is your final chance to meet everyone at the show. Just like earlier in the day, you’ll be inspired to take new approaches back to your workplace. And you’ll have fun doing it. Every 40 minutes, we’ll tackle a new topic with a new expert host. Enjoy!

1) Best Practice In Stock Inventory Level & Replenishment
Trevor Powis, Service Manager UK/ Ireland, Varian Medical Systems

2) Thriving In An Increasingly Digital Ecosystem: How To Use Innovative Mobile Technologies To Support Field Work
Kari Klossner, Service Business Director, Diagnostics, EMEA, PerkinElmer

3) Establishing, Recruiting & Operating A Centralised Call Centre
Charlie Apps, Field Service Manager, EMEA, St. Jude Medical

4) Opening Clear Lines Of Communication With The Customer In An Aftersale Service Contract
Kim Rosier, Field Service Engineer, Europe, Rapid Micro Biosystems

5) Improving Quality & Efficiency Of Communication With Customers & Suppliers

6) Field Service Medical Europe 2015 Wrap-Up- What Were Your Key Takeaways From This Year’s Show?

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