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Reinventing Field Service Management For Optimised Customer Experience

18th May 2017, London

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15 business leaders joined Meet the Boss and ClickSoftware in London for an evening of lively discussion around the topic of field service management.

Venue St James’s Hotel & Club


There is nothing more tarnishing to brand reputation than poor customer service. The modern day consumer has a new perspective (irrespective of sector or business), and they expect and demand a level of real-time communication and visibility. Service levels provided from retailers, such as Amazon and Uber, are driving expectations across the board, forcing other industries to play catch up.

With this new customer expectation of service organisations, customer satisfaction rates have never been as important as now in regards to being the number one goal. This focus on the customer requires organisations and service leaders to shift their focus, empower the field service team, and offer services that deliver value for the customer. Simply meeting an SLA is no-longer going to keep customers, get them to spend more, or inspire them to refer new clients.

Attend this exclusive C-level dinner and discussion to learn more about the innovative ways top performing field service organisations engage with their customers whilst also delivering measurable business value. You will learn:

  • How to develop motivated, productive service engineers – transforming them into brand ambassadors and your customers into fans
  • How you can exceed industry benchmarks for customer satisfaction at the lowest cost
  • Explore what is required to deploy best-in-class field service operations without disrupting the business

As pressure builds on enterprises to deliver differentiation, customer retention and value through the quality of customer experiences, enterprise investment focus is shifting relentlessly towards field service operations. New Cloud-based field service solutions route the ‘right’ skilled service operative to the right location, with the right customer insights and knowledge, and with the right tools to deliver a ‘right first time’ maintenance or repair operation – all at a lower cost to the enterprise.

These systems not only reinvent field service from a customer perspective, but also from an enterprise efficiency and effectiveness view.


6:00 – 6:30 pm – Welcome Reception & Cocktails
6:30 – 7:05 pm – Introduction from Master of Ceremonies & Keynote Speaker
7:05 – 8:15 pm – Three-course dinner complemented with table discussion points
8:15 – 9:30 pm – Wrap up, closing remarks from ClickSoftware & Networking

Discussion Topics

  • How to develop motivated, productive service engineers – transforming them into brand ambassadors and your customers into fans
  • How you can exceed industry benchmarks for customer satisfaction at the lowest cost
  • Explore what is required to deploy best-in-class field service operations without disrupting the business

Keynote Speakers


Paul Whitelam, VP of Product Marketing, ClickSoftware

Paul Whitelam is Group VP of Product Marketing at ClickSoftware, where he works with field service management leaders across a variety of industries. Paul has more than twenty years’ experience in enterprise software, working on both the technical and business aspects of many of the areas that are fundamental to field service such as mobility and sensor technology (Nokia), data management (Endeca), and machine learning, SaaS and GIS.


Simon Blake, Operations & Supply Chain Director at Belron UK Ltd, (trading as Autoglass® and Laddaw®)

Simon joined the executive team in July 2015 to lead the operations and supply chain functions for Autoglass®, with responsibility for delivering operational excellence and to help create the right environment and capabilities for the business to deliver outstanding service to our customers.

He has been with the Belron® Group since 2005 holding different senior roles, with the last three years as Head of Global Supply Chain Management for Belron® International, prior to this he was part of the executive team at Autoglass®. During his time at Belron® his responsibilities have spanned supply chain development, including network modelling, optimization and the development, sharing and implementation of supply chain best practice across the 34 countries where the vehicle glass repair and replacement business operates. Before joining the Group, Simon was Managing Director for Norbert Dentressangle Logistics (UK) and held roles at Express Dairies Distribution.Simon has a BSc (Hons) degree in Land Management from Reading University and is a Member of the Institute of Logistics and Transport.

About ClickSoftware

ClickSoftware is defining field service engagement, empowering the world’s most demanding organizations to optimize the full potential of every service interaction. With ClickSoftware, field service becomes the new competitive lever to drive differentiation and business value. The Click Field Service Edge Platform arms field service leaders with the smartest technologies, a limitless technology-forward platform, and the knowledge gained from a global community of best practices. The result? Do more with less, run your field service business with certainty, and accelerate customer innovation.

Only the Click Optimization Engine offers advanced algorithms and AI technology that transforms field service from the reactive scheduling and managing of tasks to a predictive, highly automated approach that stays one step ahead of customers, field conditions and the competition. Performance metrics and benchmarks allow you to easily operationalize data, and quickly modify the priorities of your field service organization to embrace new business strategies. Together, these capabilities give companies what they need to not only gain important visibility and contain costs, but to engage and delight customers at every step of the service chain.

Exclusively focused on field service since creating the market, ClickSoftware has managed billions of service engagements and is relied upon by nearly a million field service professionals every day. The company is the recognized market and technology leader by analyst firms including Gartner, Forrester and IDC. And, Click is the field service solution of choice for Salesforce, SAP and top systems integrators. More than 350 global enterprises across 20+ industries tap into ClickSoftware for the world’s smartest thinking in field service. ClickSoftware. The field service leader.


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