Field Service is known for break-fix scenarios, but it is so much more than that. In a world where the human touch is more important than ever, it is designed to deliver stellar in-person service in any industry. 86% of customers say a personal connection with customer service - from the contact center to the field - makes them continue doing business with you. With the right technology, channels, and data you are able to scale this human touch and make every experience seamless.
Appsolutely joins Valtech, Rootstock, BlueHike, and Salesforce have joined forces to bring together experts across industries around the topic of service transformation. Join us on October 13 and discover how the most complete and connected service platform from Salesforce drives value on business operations, extending to sales, marketing, and beyond.
In a packed half-day, you will hear the latest trends on field service, learn from successful local trailblazers Handsfree and Brinks on their digitisation journey, and connect with peers and service experts in an informal setting.
Michael Kuebel Michael spent most of his professional life developing and running Customer Service and Field Service in Manufacturing. He was founder and MD of a Contact Center, Field Service Country Manager and the Global VP of Service for HVAC manufacturer Vaillant Group. After being a Salesforce Platform Customer for almost 10 years he joined the company shortly after Salesforce launched its leading Field Service Solution.
Pascal de Jong Pascal started working at Brink's (then: G4S) after his studies in business administration. He is now 39 years old and for 14 years he has been developing payment solutions together with retailers, banks and partners in which Brink's intelligently connects all knowledge of business, payments, technology and security. First for Brink's Netherlands, and now as Head of Product for the Brink's Acceleration Center, an international team committed to innovation in the European region.
Richard Hutchinson Richard Hutchinson is an ERP Consultant at Rootstock Software, responsible for Pre-sales and successfully implementing the Salesforce ERP solution with various customers in the UK for the last 4 years. He is the lead consultant for the implementation of the Field Service integration with Rootstock at Handsfree Group, supporting them in their digital transformation with Salesforce.
Ron van Loon Ron is Solution Architect and Practice Lead at BlueHike, the business unit of Ideo dedicated to optimizing Service and Field Service processes with Salesforce. Over the last years he guided companies ranging from 15 to 3500 Field Service Engineers to take their next step in Field Service Management. Ron is passionate about creating IT-solutions that create maximum value for both management and end-users.
Luuk Timmermans Luuk has extensive experience in both managerial and advisory roles in the field of Operations. He is specialized in the use of Salesforce Field Service in improvement processes. A driven and honest person, he always keeps the end user in the back of his mind while performing his job. He believes the best way to inspire customers is to have other customers tell their success stories. That’s why he initiated this event and brought together a strong group of partners with extensive knowledge in the field of service and interesting use cases.
Johan Rook Johan Rook is Strategic Account Executive for Salesforce Service Cloud and an energetic and enthusiastic person. He has extensive experience in Solution Consulting and has a passion for (field) service solutions. During this event he will be the chairman of the day together with Luuk, as he brings excitement to whatever he is doing.
A lot of companies are facing the same trends and challenges in the market. Service and Field Service is becoming a more and more dominating factor for these companies to define their competitive advantage. Software implemented in the right manner enables companies to capitalize on opportunities and mitigate risks that come along with these trends.
Ron will update you on the latest challenges and trends in field service and will give you hands-on examples of how companies can respond to these challenges using Salesforce.
Handsfree Group, headquartered in Manchester, is a leading supplier and installer of vehicle communications, tracking and telematics equipment. All products and solutions are installed by a team of highly skilled technicians in the UK, Europe and the US. Handsfree needed a solution to automate billing processes, fulfill the critical inventory requirements and maintain full traceability of those items and goods movements. By combining Rootstock and Field Service, Handsfree were given a 360 view of customers, work orders and inventory, allowing the teams to schedule and plan more efficiently. Richard will show you how Handsfree Group’s service operations are future-proof with this integrated solution.
Digitalisation is about embracing two things: choice and convenience. As consumers, digitalisation has transformed the way we pay for services almost beyond recognition. While cash still has its fans, other means of payment like debit and credit cards are giving way to contactless, apps, and online payment platforms. Of course, what’s convenient for one party isn’t always convenient for everyone. Businesses need to adapt rapidly to support more payment options and offer a seamless buying experience for each and every customer. Brinks is supporting their customers in this and uses Salesforce to transform their way of doing business with their clients.
Today's Service Leaders are faced with unprecedented challenges: Increased focus on cost and profits meets growing customer expectation, even more volatile demand and scarcity of Resources. We are looking into customer examples who master these challenges: by streamlining internal and external operations, finding new smarter ways of recurring revenues and creating effortless customer experience and personalized engagement. We show some examples how Salesforce Field Service enables agile change and efficient operations.