Aly Pinder
As a senior associate in the customer experience and service management practice, Aly Pinder Jr. researches and explores how service and manufacturing executives utilize technology and implement best practices to improve post-sales service and support processes. Through practitioner benchmarking and analysis of Aberdeen’s research database, he examines how Best-in-Class service organizations are reengineering their service chains for improved performance and increased profitability. Aly’s coverage areas within the service space primarily cover the following topics on which he has written or co-authored over 40 research reports and bench marked more than 4,000 service executives in his four plus years with Aberdeen: Field Service and Mobility Service Parts Logistics Warranty and Service Contract Management Reverse Logistics
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Keep Up with the Demands of a Real-Time Service World | ServicePower | Innovating Field Service
With the new year comes new goals, resolutions, and issues to resolve. Many of us are coming off of our holiday breaks and getting re-acclimated to work. It should come as no surprise, but the issues that riddled us at the end of 2015 are still on our plates this year. One of the top challenges facing manufacturers and service organizations is the need to deliver high value to a more empowered customer base. This trend has been rising to the surface for some time now, and service organizations in 2016 now have the technology AND ecosystem of partners to deliver on the promise of valuable service resolution.

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Don’t Just Get to the Customer – Make Sure You Have the Right Part | ServicePower | Innovating Field Service
What metrics determine the success of your field service organization? Worker productivity? SLA compliance? Wrench time? These are all great metrics. But these metrics primarily tell a story that is internal to the service organization and does not directly reflect value-add to customers. This is why top performing field service organizations have prioritized customer facing metrics such as customer satisfaction, service profitability, and customer retention to determine success in 2016. These metrics highlight the convergence between delivering customer value and driving at profitable growth.

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Proactive and Predictive: Delivering Value and Service Excellence | ServicePower | Innovating Field Service
Aberdeen Group recently surveyed 377 service and manufacturing organizations and found the top four market pressures they currently face are: competition rising customer expectations reduced margins increased product complexity Delivering outstanding service plays a huge role in addressing these pressures.

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Service Excellence By Any Name: 3rd Party Techs Must Deliver Results | ServicePower | Innovating Field Service
Is your service business scalable? What happens when there are fluctuations in service demand? Can your service organization afford to not meet customer demand?

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Go Beyond the Whiteboard, Schedule Service for the Real World | ServicePower | Innovating Field Service
  Do customers come first within your business? If you are a service organization or a business which sells a product, your answer is probably yes. But I think this notion, though true, has some nuance. Exceptional customer service should be the end goal, however to achieve this service must run efficiently.

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