Since the start of the Covid-19 crisis, service organisations have been forced to help customers remotely more often, instead of sending a service technician. The normal way of working has changed completely and a technician is only sent when strictly necessary. This shift has forced many changes in the way of working, the competencies of service personnel and in information systems.
The big question for service managers is when the optimal performance level in remote service is reached, because there is little or no reliable benchmark data available. Noventum has conducted an in-depth benchmark research to determine the results achieved and the effect of training, best practices and investing in information systems. The conclusions from this research will be presented during this webinar.
The benchmark survey is still ongoing and can be completed here: https://www.noventum.eu/events/service-benchmark-research-project .
Participants will receive the benchmark report and conclusions on what best in class companies have achieved and what are the most effective measures to improve remote service delivery models.
Hypotheses & expected outcomes
Better Remote Service Delivery can be achieved by:
- Training support centre specialists to achieve the necessary competences
- Implementing best practice processes such as prioritising service requests, the diagnostic process and providing the necessary remote services
- Implementing management practices that are a prerequisite for the proper functioning of people, processes and systems such as standard policies and rules for prioritising service requests, having clear service levels, rules for problem escalation, etc.
- Implementing IT applications such as augmented reality (AR), remote monitoring (IoT), knowledge management (KM), predictive maintenance with artificial intelligence (AI)
- Implementing and making optimal use of good measuring systems for remote service delivery
About the speaker
Hilbrand Rustema is Managing Director & Founder of Noventum Service Management Consultants B.V. and also a trainer for leading service organisations. Before founding Noventum in 2001, he was a senior manager at Deloitte Consulting.
15:45 Welcome to the BEMAS Live Learning Platform
16:00 Start of Presentation
16:45 Conclusion and Q&A
Practical info & registration
This webinar is brought to you by the BEMAS Service Management Community of Practice.
The Service Management Community of Practice is an initiative of BEMAS to connect stakeholders within service management. In 2021 we will do this by means of an extensive range of seminars and webinars. You can register for the full package, but you can also choose to attend separate webinars or seminars.
All seminars and webinars will take place in English.
|Package||Member rate||Non-members||Register now|
|Full access||€ 245||€ 295|
|Seminar in May||
Live: € 245
|Live: € 295
Online: € 245
Serie of 9: free
|Serie of 9: € 60
Per webinar: € 10
All rates are VAT excl.
About the BEMAS Live Learning Platform
The BEMAS distance learning platform works on the basis of html5 technology which is standardly included in all modern browsers. Installation of an app or plug-in is NOT necessary.
What do you have to provide?
- PC, Laptop or tablet with internet connection and sound.
- Preferably use Google Chrome as a browser. Mozilla Firefox, Safari and Edge also work. Internet Explorer is not suitable. You can test your browser for HTML5 compatibility in advance.
- We strongly recommend the use of a headset (earphones with microphone) to avoid background noise as much as possible.
Anyone who wants to can discover how the BEMAS distance learning cloud works by watching a youtube video. You can also log in and test (possibly together with colleagues) in this demo environment.
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