On-Demand Webinars

As service and demand continue to heat up, customers have never had higher service expectations. Considering the vast number of service providers in an increasingly globalised environment it is no wonder that some companies are better equipped than others when retaining customers. For any company looking at growing their business, the cost of winning a new customer is much higher than retaining an existing customer, which can subsequently increase revenue quickly with the same effort and resources.

If you find yourself asking:

• I have a great product why are my customers leaving?
• How do we continue to grow without increasing resources?
• How do we manage all aspects involved in providing a service to our customers?
  
  Then take advantage of this free webinar ‘A satisfied and happy customer – the next growth engine’ covering the challenges of a market that is driven by customer needs, why customers move away from an organisation, and how managing this can enable your organisation to not only satisfy your customers’ needs but also contribute to the growth of your company.

The Software as a Service model (SaaS), with its recent incarnation as the "Cloud", can be an appealing option from an implementation perspective, as well as the simple, manageable cost structure; however many service organizations still struggle with determining which deployment model is right for the needs of their business.

This webinar will cover primary considerations when selecting an On-Premise vs. Cloud solution and provide take aways to help you make an informed decision.

This webinar which is the first in a two part series examines the strategic decisions that need to be taken to ensure you have the right number of people, in the right place with the right skills

Research firm IDC predicts that some 1.2 billion workers will be using mobile enterprise tools by 2011, representing roughly a third of the total global workforce (Feb 2010). Some of these are almost exclusively mobile, whereas some will only occasionally use mobile enterprise tools. Whatever the case, there are very few who would argue against the fact that investing in mobility has the potential to raise productivity, accessibility and visibility.

However, as many have already discovered, selecting and deploying a mobile solution is complex and brings many challenges and considerations. Scalability, integration, device selection, wireless communications, security, working environments, ‘buy-in’ from the users and so the list goes on. Along with the huge rewards a mobile solution can bring, lie many risk and potential pitfalls.

Download this webinar and hear from two industry veterans as they discuss current trends and best practices within enterprise mobility. Kevin Benedict, is a well-known technology evangelist, writer and speaker on mobile computing, EDI/B2B processes and SAP enterprise business automation strategies. Kevin will highlight the latest trends in the ever-changing mobility landscape. Gil Bouhnick, Director of Mobile Solutions at ClickSoftware and author of the MobileFever blog, will explore the ten most costly mistakes that are often made when deploying a mobility solution. Combining his experience with end-user implementation and industry best practices, Gil will provide some valuable tips and insight into ensuring they avoid common traps and pitfalls.

This webinar explores the psychological effects of change management initiatives, and it is a serious consideration for all organizations embarking on the service proficiency journey. Failure to manage change effectively is a major source of stress. Our guest speaker for this session is Dr. James Briscoe, one of the UK's leading psychiatrists. Dr. Briscoe has a wealth of knowledge, both practical and theoretical, in managing stress in the workplace and will share with us his observations and practical advice on how to get people to positively embrace change.

The first in our trilogy of service proficiency webinars explained the challenges with using productivity as a single measurement of success and, instead, we argued that a broader approach is essential.

This second webinar now expands the service proficiency concept and looks at the contribution that technology can make with increasing an organization's degree of service proficiency and the drive to maximize engineer productivity. Technology is an enabler to both success and failure and this thought-provoking webinar examines both aspects — investment in the wrong technology or implementing technology incorrectly can have negative effects on overall service proficiency.

As both service demand and competition continue to heat up in the Indian Telco space, companies are increasingly challenged to optimise their costs, improve their service – manage their own resources or contractors, as well as track the productivity of their resources.

If you’re frequently asking yourself:

• How do I gain greater visibility and control over my technicians?
• How do I enable my technicians to complete more tasks per day?
• How do I provide better and faster service to my customers?
  
  Then take advantage of this webinar on field force scheduling and mobility for the Indian telecommunications industry, which will cover the challenges Telco companies are currently facing, what other Telco companies around the world are doing and the value of optimising your workforce.

Chief Service Officers (CSOs) are looking to drive service revenue in 2011 while enabling improved workforce productivity to meet more demanding customer requirements. In a recent Aberdeen poll, 41% stated that revenue growth was the top goal for their organizations in 2011 and that service leaders have prioritized investments in performance management and analytical tools to: • Forecast and plan for future service demand to ensure maximum resource utilization and satisfaction of customer and regulatory commitments • Gain uninterrupted visibility into operational service performance and the link to customer satisfaction and retention • Determine necessary investments to bolster service performance, both from a day-to-day as well as from a long-term service performance perspective. Southern California Edison (SCE) is one of North America’s largest investor-owned electric utilities, and is advanced in their use of forecasting and planning tools within their field operation. Joseph Conti from SCE will discuss the SCE planning philosophy and the decision to automate the forecasting and planning process. He will provide an insight into SCE’s Enterprise Resource Planning (ERP) philosophy including the inputs and outputs of that process, information about the decision to automate, and their experience in implementing automation into the ERP process. Additionally, the presentation will cover change management concerns and lessons learned during the implementation.

As any field service organization knows, consistently getting the right technician to the right place, at the right time, with the right tools is one of the biggest challenges to customer satisfaction.

From home theatre delivery and installation to in-home support from the famous Geek Squad, Best Buy's scheduling and dispatching challenges are immense. Any organization with a field service team will gain from hearing about how Best Buy's has raised the bar for customer service by optimizing their service chain. Hear from Andrea Newman, Senior Director, Service Operations Development at Best Buy on how an optimized mobile workforce scheduling solution makes things click.

This informative Webcast presents new Aberdeen research on how midsized service organizations are leveraging technology and business best practices to overcome market challenges unique to smaller firms.

It discusses the actions and approaches that these organizations are using to deliver sustainable post-sale service that exceeds customer expectations and results in increased profitability for the service operation. This webcast also presents solutions to common service challenges specifically tailored for mid-sized firms - and it is here that ClickSoftware and Microsoft's mid-market Field Service & CRM solution makes the impossible a real possibility for the mid-market.

Join Aberdeen, ClickSoftware, and Microsoft and learn how to leverage these new ideas to transform your service organization into a strategic growth and customer satisfaction engine