ATLANTA, Oct. 18 /PRNewswire/ -- Servigistics, the only enterprise software solution for Service Lifecycle Management (SLM), announced today that it has been selected as a featured speaker by the Technology Services Industry Association (TSIA) at the Technology Services World (TSW) conference and will be presenting "Getting to the Heart of Best-In-Class Customer Service" with Sears on Oct. 18 at 11 a.m. PT.
Sears has the largest field service organization in North America with more than 12 million service calls made annually, 3,000 call center agents and 9,000 trucks. Service is at the heart of Sears' business and making sure that customers' service needs are being met is a top priority. During the presentation, Rob Gibson, general manager of product support, Sears and Damien Choisel, vice president, knowledge management, Servigistics, will discuss how Sears tackled the challenge of decreasing customer service calls by improving knowledge management processes to gain faster issue resolution and a stronger knowledge base for call center agents. Through Servigistics Service Knowledge, a large percentage of Sears' service calls are now being resolved over the phone, eliminating a technician visit. As a result, Sears has dramatically improved customer satisfaction levels and is now exceeding their year-to-date cost savings goal.
Presentation attendees will learn:
- How Sears reduced the knowledge gap with call center agents to meet their goal of resolving customer service issues that don't need or shouldn't have needed a technician visit resulting in faster problem resolution and cost savings;
- The service process improvements that help call center agents and field technicians obtain timely and accurate knowledge at the point of service to solve problems that are high in complexity, subjectivity, and often require advanced learning curves; and
- How improving the post-sale service supply chain strategy can increase customer service levels, give you a competitive advantage and improve corporate performance long-term.
"Presenters at Technology Services World are selected from a long list of applicants," said Trisha Bright, vice president of conferences for TSIA. "Servigistics was selected due to the timeliness and relevance of their topic to our industry, and also because of their strong reputation as a leading-edge organization in our market space. We are pleased to have them be a part of TSW in Las Vegas."
Servigistics is the only enterprise software solution provider for Service Lifecycle Management (SLM). For more information, visit www.servigistics.com.
More information on Technology Services World can be found at www.technologyservicesworld.com.
Servigistics is the only enterprise software solution provider for Service Lifecycle Management (SLM). The company's award-winning SLM solutions suite enables market-leading companies across diverse industries to successfully execute a service-led growth strategy that delivers value across the entire global service supply chain. Servigistics' Oracle Fusion and SAP Netweaver-certified solutions address all the key post-sale service areas including service parts planning and pricing, field service management, service logistics, warranty management, service knowledge and content management. Servigistics is a privately-held company headquartered in Atlanta, with regional headquarters in the UK, Japan, and India, and sales and service professionals around the world. Please contact Servigistics at 1.888.942.8623 or +1.770.565.2340, via e-mail at firstname.lastname@example.org, or via the Web at http://www.servigistics.com. Follow Servigistics on Twitter, Facebook and LinkedIn.
The Technology Services Industry Association (TSIA) is the leading association for the technology services and support industry. Our ranks include thousands of services executives, managers, and professionals from around the globe, representing the world's leading technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT and telecom, consumer technologies and carriers, healthcare and healthcare IT, and industrial automation. www.tsia.com.