FSN ThinkTank Session: How Do Remote Service and On-Site Service Align?

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Format: Intimate discussion group of senior service leaders. We set a broad agenda and respect the experience and insight amongst the group to allow the discussion to move in the direction the group sees as most productive.

Duration: One and half hours

Initial points for consideration:

• Who should be guided by the remote expert – the customer? 3rd-party service partners? Internal engineers?
• Do we need to take different approaches depending on who we are guiding on-site?
• How to we hold onto the trusted advisor status of our engineers via remote?
• How do we select remote service workers? Employ specifically? Promote from the field?
• Do remote workers need to have field service experience?
•  What are the optimum monetisation options for remote services