9:00 - 12:00 Workshop A: Implement Remote Service as the Back Bone Infrastructure of Your Entire Service Program

Service offerings of all types should include remote connectivity and diagnostic monitoring as the base line to all other services. Learn how to build a service program that integrates and positions remote access and monitoring with traditional field services, training, asset management, warranty service, parts & repair, consulting and other advanced services in way that will enhance both yours and your customer’s service experience.

In This Session You’ll Learn How to:

• Embed and integrate remote access as an infrastructure component to your overall service offerings, products, and software maintenance agreements.
• Position remote services with your customers as a first line of defense, backed up with a guarantee to deploy field support if remote methods due not fully resolve the problem.
• Sell up field service with remote options that provide quicker, more educated, and accurate resolution from a much larger pool of expertise.

Your Workshop and Discussion Will

• Cover how field services like on-demand site support, scheduled preventative maintenance, and resident on site support can utilize remote access and diagnostics to add value to traditional field service methods.
• Provide a determination if new training, consulting, and application engineering services are feasible with remote access.
• Assist in determining if connected devices can provide service intelligence contribution to Knowledge Management Information environments.

John DuBay
Remote Service Expert
Formerly ABB

12:15 - 3:15 Workshop B: Providing REAL Remote Services on Products Designed Without a Remote Strategy in Mind

(*Lunch will be served)

Many companies have moved to a Diagnose-Before-Dispatch model, yet many of their products were not designed or built with that strategy in mind, what can be done? What are the major issues and obstacles that must be overcome? How can we move this strategy back into engineering so the next set of products support a remote services strategy?

In this session you’ll learn how to:

• Build the steps required build a remote services strategy
• Define the key objections to overcome
• Define the metrics that will change once we have remote services
• What are the elements of a business case
• What industry available tools support this strategy

How you’ll benefit:

• Learn that any machine/system/tool can be supported by a diagnose before dispatch strategy
• What steps you can take to make it happen - tactical steps to use when you get home
• Business justification tools to move forward
• Examples of how this integrates with your service system

Bob Ticknor
Vice President Business Development
Qualtech Systems Inc.

3:30 - 6:30 Workshop C: How To Setup A Successful Remote Service Infrastructure And Support Organization

Very often the success of a remote service deployment depends not only on proper IT Architecture but also the support that’s devoted to the systems and processes. Proper support escalation and technician workflows are vital to the success and delivery of service.

In this workshop you’ll learn:

• The costs associated with an on-premises vs on-demand
• What artifacts will help insure a successful implementation of a Remote Service
• How to ensure that the system provides value back to the business
• What support features and operations can be executed for additional value add

In addition you’ll benefit by:

• Developing 1st and 2nd tier support for remote systems
• Clearly defining workflows and responsibilities for repairs and 24/7 support
• Tackling the practical challenges of global remote support