HDI 2018 Schedule Builder

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Breakfast Briefing 1: Business Focused Support: Reducing Unplanned Work & Increasing Customer Value

Troy DuMoulin (VP, Research and Development, Pink Elephant)

Location: Room 315

Date: Wednesday, April 11

Time: 7:30am - 8:15am

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Breakfast Briefing

Vault Recording: TBD

Positive customer engagement and brand loyalty depend on providing effective and efficient product support. However, many organizations struggle to accomplish these goals due to lack of time and resources, and the reactive nature of their support processes. In this Breakfast Briefing, Troy DuMoulin will describe how incident and problem management have different objectives but can both improve key customer success metrics, such as time to repair, system availability, and customer satisfaction. As a secondary benefit, these two processes working together effectively reduce the percentage of unplanned work, enabling your organization to focus on higher value work.