Field Service Amelia Island 2019

August 19 - 21, 2019

The Ritz-Carlton Amelia Island, FL

1.888.482.6012

Adam Wolfe


Network Product Quality Analyst
Catalina

Wednesday, August 29 | Day Three: Culture, Tools, And Team: Contributing To The Next Generation Of Service Success

Wednesday, August 29th, 2018


11:30 AM Leveraging App Technology And Data Analytics To Provide Real-Time Insight Into Maintenance Activity

Problem Statement: No problem founds (NPF) with equipment swaps
  • Field Service technician incorrectly judging in-store equipment as defective
  • Technically advanced equipment requiring extensive training/repair times
  • Lack insight into the in-store experience

Solution
  • Partnered with Catalina vendor (Trintas LLC) to develop a smart phone solution
  • Real-time feedback to both Field Service divisional managers and equipment repair depot

Results: Reduced NPF costs by 30%
  • Asset event is tracked by technician
  • Technician training deficiency identification
  • Repair depot insight into in-store problems
  • Equipment replacement trends tracked by region
  • Trouble shooting tips delivered via the smart phone “app”
  • Customer satisfaction surveys of technician 

Check out the incredible speaker line-up to see who will be joining Adam.

Download The Latest Agenda