Service Excellence and the Path to Business Transformation

The role and the impact of the service business has transformed and continues to transform for organizations around the world. Once regarded as a cost center, service is now viewed as a strategic profit center at nearly 55% of manufacturing organizations according to Aberdeen's research, "Service Excellence and the Path to Business Transformation". To seek profit from service, leading organizations are transforming from transactional break-fix support centers to solution and services partners with a stake in the performance of the products that they support. The goal of these service organizations is to transform the customer ownership experience by providing value-added services that enable the asset-operator to maximize the asset's utility. As a result, the servicing organization can tap into net new revenue streams and achieve a higher level of service profitability.

Join the Aberdeen Group and Oracle as we highlight the key stages in the service transformation journey and reveal how Best-in-Class organizations are equipping themselves to thrive in this new era of service.

About our Presenters:

Sumair Dutta, Vice President, Principal Analyst, Service Management, Aberdeen Group
As the Principal Analyst for the service chain management practice, Mr. Dutta researches and examines how service executives are utilizing technology and streamlining business practices to improve post-sales service and support processes, analytics and management. Through benchmarking and analysis of Aberdeen's fact-based research, Mr. Dutta examines how best-in-class service organizations are reengineering their service chains for optimum performance and increased profitability.

Marshall Powell, Industry Director-Services, Oracle
Marshall is an Industry Director at Oracle focused on Services. He has over twenty-five years of experience in customer service across high technology, manufacturing and service industries and has managed a global field service organization. While in this position, he led the implementation and deployment of a service management system. He has held product management and marketing positions at Clarify, Siebel, and Oracle helping customers share leading practices across industries and optimizing their service processes.

Vinay Joshi, Principal CRM Consultant, Infosys Ltd.
Vinay has 15+ years of professional experience in CRM consulting space. His experience include advisory role on strategic CRM aspects, solution architecture designing and business transformations for large scale CRM initiatives across different industry vertical like Auto, Finance, Utility, Publishing, Pharmacy Retail etc.

David Skaar, Collections Manager, Hyundai Capital America
David Skaar has 16+ years of operations experience in the captive automotive finance industry specializing in collections, recovery & remarketing. As a project lead for HCA's collection management team. Over the last 3 years, David has successfully driven automation and created efficiencies through a combination of enhancements to HCA's Siebel CRM solution and integration of 3rd party services.