Strengthen your field service strategy

Supercharge customer care levels by maximizing agent productivity and satisfaction

CX experts from Salesforce offer insight into ensure your brand has all the necessary resources for field service, including the required skills and tools

This webinar will take place on:
22 June, 2021
11:00 AM - 12:00 PM AEST

More than ever, organizations are relying on field service to encourage growth. Customers are time-poor, crave efficiency and have low tolerance levels for poor service. With customers signaling they are more willing than ever to switch brands when faced with frustrating customer service, according to recent CX Network research.

To remain competitive in today’s economy, brands leaders are building new field service strategies that accelerate revenue and equip field service workers, with everything needed for that first-time fix for customers.

This webinar will dive into the latest strategies organizations are adopting for effective field service implementation and offer expert advice on how to turn field service into a revenue-generating model. Analysis of the latest technologies that are enhancing customer care levels and empowering field service organizations, including visual remote assistance tools, automation tools, and guided experience for the field workers.

Attend this webinar to uncover:
1. How to provide immediate assistance to customers or remote technician over video chat
2. The tools to eliminate wasted hours capturing, reviewing, and submitting timesheets for invoicing customers.
3. How to improve the productivity of mobile workers and ensure the quality of work
4. What a strong field strategy looks like based on real-life, field service case studies


Shahar Banay
Principal field service expert

Shahar Banay is a principal solution engineer- field service specialist with over 10 years of experience, who is a part of the Salesforce solutions engineering team. During his career, Shahar's focus has been to help organizations achieve success in designing and deploying strategic customer service, contact center and field service solutions, with vast experience delivering scheduling and optimization solutions for global companies from the telco, utilities, manufacturing and home services industries.

Nicole Ervin
Salesforce business systems analyst

Nicole Ervin is a certified Salesforce administrator with seven years’ experience with the Salesforce platform, she has managed service cloud for a leading financial services organization and currently for a prominent telecommunications equipment and manufacturing company. Nicole has driven Salesforce adoption through the use of the field services mobile application, onsite field visits and training. In addition to this Nicole has increased reporting and analytics which has enhanced the client relationship.

Rudi Khoury
Executive vice president of digital transformation, marketing and IT
Fisher & Paykel

As executive vice president of digital transformation, marketing and IT, Rudi is responsible for delivering seamless customer experience and online platforms that reflect a premium brand experience across every touch point. Throughout his career at Fisher & Paykel Appliances, Rudi has held a variety of senior leadership roles, including as regional CFO of Australia, general manager of customer experience and general manager of Sales Operations. Rudi holds a Bachelor of Commerce in Accounting & eCommerce, Masters of Business Administration and is a certified practicing accountant.