Field Service Medical 2017 (past event)
February 27 - March 01, 2017
1.888.482.6012
Day One, February 27 - Be Proactive Rather Than Reactive
08:00 - 08:45 Continental Breakfast & Registration in the Solutions Zone
08:45 - 08:50 Welcome Remarks
08:50 - 09:00 Chairperson’s Opening Address
09:00 - 09:20 Service Enabling Sales: Utilizing Customer Touch Points to Help Your Sales Team Prosper
09:20 - 09:40 ‘Can You Hear Me Now?’ Getting Customer Metrics Through Your Call Centers
In-house support centers play as much of a role in customer satisfaction as your client-facing field staff. Why not leverage them better? By realizing your call centers are another customer touch point, you may be surprised at all those unused service metrics you’ve previously missed out on. In this session, you better understand how to:
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Combat survey fatigue by incorporating call center data to drive operational decisions for delivery
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Build a business case for multichannel support by closing issues via phone without dispatching a field rep
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Learn the best ways to measure the quality of your call center, including speed to answer and abandon rate
09:40 - 10:20 Panel: Stop the Buzzword: A Business Case for IoT
Is your company lagging behind in leveraging innovative technology? Struggling to present a value proposition for connected devices will be a thing of the past after this informative panel. Rather than jumping right in to discuss how to utilize Big Data, we’re taking a step back to strategize how to get the ROI on IoT in the first place. After this intimate discussion, walk away with a business plan for your management team.
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Review statistics on savings that can verify remote connectivity’s ROI
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Take information from your connected devices to predict value, including uptime
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Demonstrate how connectivity is a value-added service that will increase your bottom line
10:20 - 11:00 Morning Refreshment & Networking Break in the Solutions Zone
11:00 - 11:20 Let's Talk About a Real Case: How to Quickly Add Connectivity to Your System and Increase Value Right Away
Mariusz Lasek, the CEO of Comarch, lends his industry knowledge to teach you just how easy it is to add connectivity to your existing devices. Not only that, but this case study teaches you how to:
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Determine whether each initiative needs to be implemented
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Transform remote patient and asset monitoring into profit
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Add new products and services to your portfolio by building your partner ecosystem
11:20 - 12:00 Case Study Revolution: Take a (Strategic) Leap Towards Connected Devices
When taking that next step to connectivity, you have to create an internal plan – before you implement the technology, not after. In this interactive session, Dan Barnett takes Abbott’s own experience with IoT to shed light on how important a strategy is for not just your internal organization, but for your customer’s increasingly heightened expectations. Gain insights on what happens when you:
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Strategize how each department will be responsible for the technology before it is installed
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Create another brand differentiator by explaining the benefits of connected devices to your customer
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Revise and seal the gaps in your commercial model by continuously troubleshooting internally, with your stakeholders, and with your customer
12:00 - 12:40 End-User Panel: When’s the Last Time You Asked Your Customer What They Wanted?
It’s so easy to assume that you know what kind of service your customer expects… but you may be missing the mark if you’ve actually never asked them. For the first time ever at Field Service Medical, hear from a panel of your customers, the answer to the question you should always be asking: “What can we do for you?”
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Understand how consolidating health systems are affecting your customer and the way they choose to do business
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Identify what level of service your end-users need based on the pressures of the current healthcare marketplace
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Realize the factors that go behind evaluating your product
12:40 - 13:40 Lunch in the Aragon Lawn
13:40 - 15:10 Toolbox Talks
Attendees will select 2 of the following round tables. Each discussion will last 45 minutes, after which the attendees will rotate.
1. Debate Connectivity’s Future Place in the Field Service Landscape
Dan Barnett, Director, Customer Service, Abbott Laboratories
2. Bridge the Gap Between Field Service and Call Center Support
Christian Eras, VP, Global Service, Ziehm Imaging
3. Combat “Knowledge Saturation”: Stay Abreast of Constantly Evolving Technology
Ed Klosterman, Director, U.S. Field Service Operations, bioMérieux
4. Balance the Pressure to Manage Your Budget With the Want to Improve Service
Darren Evans, VP, North American Service and Rental, Hill-Rom
5. Leveraging Innovative Technology as a Brand Differentiator
John Danese, Senior Director, Life Sciences, KPIT
15:10 - 15:50 Afternoon Refreshment & Networking Break in the Solutions Zone
15:50 - 17:20 Toolbox Talks
Speakers:
Tim Huston Director, Area Support – Midwest Roche
Eric Rutherford SVP, Global Services and Repair Integra LifeSciences
Jeff Thompson Senior Director, Service Lumenis Inc
John Danese Senior Director, Life Sciences KPIT
Richard Gerardi Director, Customer Success AMA XpertEye
Mariusz Lasek CEO and President Comarch Technologies
Tim Huston Director, Area Support – Midwest Roche
Eric Rutherford SVP, Global Services and Repair Integra LifeSciences
Jeff Thompson Senior Director, Service Lumenis Inc
John Danese Senior Director, Life Sciences KPIT
Richard Gerardi Director, Customer Success AMA XpertEye
Mariusz Lasek CEO and President Comarch Technologies
Attendees will select 2 of the following round tables. Each discussion will last 45 minutes, after which the attendees will rotate.
6. How Technology Can Train Your Employees Outside of the Office
7. ‘What’s Love Got to Do With It?’ The Factors Behind Customer Loyalty
8. Remain Customer-Centric During Change Management, Recall, and New Product Launches
9. Overcome Field Staff Mobility Issues on a Tight Budget
Richard Gerardi, Director, Customer Success, AMA XpertEye
10. Leveraging Innovative Technology as a Brand Differentiator
6. How Technology Can Train Your Employees Outside of the Office
Jeff Thompson, Senior Director, Service, Lumenis
7. ‘What’s Love Got to Do With It?’ The Factors Behind Customer Loyalty
Tim Huston, Director, Area Support – Midwest, Roche
8. Remain Customer-Centric During Change Management, Recall, and New Product Launches
Eric Rutherford, Manager, Repair and Service, Integra LifeSciences
9. Overcome Field Staff Mobility Issues on a Tight Budget
Richard Gerardi, Director, Customer Success, AMA XpertEye
10. Leveraging Innovative Technology as a Brand Differentiator
John Danese, Senior Director, Life Sciences, KPIT
11. Which connectivity technology can accelerate your IoT project?
Mariusz Lasek, CEO and President, Comarch Technologies
