Smart Service Webinar Series : Remote Service Delivery Benchmark - Are you achieving best in class performance in remote service delivery?

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.

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.