Service Intel
In the new age of service, customer experience is a top priority. Aquant's Service Intel podcast explores all the issues that are top of mind for service leaders. Our guests answer your most pressing questions, including: How do field service heroes create exceptional customer moments? What tools are beneficial along the journey? Where are the pros turning to when they have questions? How are leaders in the industry approaching the importance of data analysis in field service? How is the space changing over time and what are industry titans doing to stay ahead of the game? Our resident Service Principal, Sidney Lara, along with other top experts across the industry will provide the knowledge you need to level up your service.
Service Intel
Agilent - Metrics, Equipment, the Customer and You
August 16, 2021
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Aquant
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Season 1
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Episode 1
On the very first episode of the Service Intel podcast, our expert host Sidney Lara, Service Principal at Aquant, is joined by Marco De Sanctis, Service manager at Agilent Technologies. Marco dives into importance of remote resolution, evolution of the equipment through feedback and design playing a pivotal role, which metrics matter most and how this has changed over time, avoiding recurring failures, importance of surveying customers for feedback, preventive maintenance best practices, the need for crucial insights to evaluate service teams, and keeping his team motivated coming full circle with customer satisfaction.