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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Four Lessons from Service Leaders | ServicePower | Innovating Field Service
In speaking with leaders of manufacturing, service and technology throughout the last several months, I’ve had many lively discussions around the innovative initiatives that they have already conducted in 2014. I’d like to share 4 key takeaways that have stuck with me.

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Reaping the Benefits of Improved Service Parts Pricing | ServicePower | Innovating Field Service
The emergence of B2B parts pricing solutions has caused a rebound in the implementation of pricing strategies. Coupled with a corporate focus on driving revenue, maximizing profits on parts is one way to meet demand. In service, balancing revenue growth and exceptional customer service, two sometimes divergent goals, has eluded many organizations when they look at spare parts management.

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Don’t Let Blunders Keep You from a Social Field Service Strategy | ServicePower | Innovating Field Service
Do you trust your field service technicians? If the answer is no, you have a problem. Your technicians are in front of your customers and revenue stream on a daily basis, so fix this first. But if you do trust your technicians, why wouldn’t you provide them with the technology they need to do their jobs better?

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Sustainable Resolution: Have You Found the Green in Service? | ServicePower | Innovating Field Service
What does more green mean for service? Revenues, profits, and cash all come to mind. But, what about sustainability initiatives? Sustainability initiatives often capture headlines after a disaster, or have been used to bolster press showing that a company cares. But is there tangible business value in bringing sustainable initiatives into the service space? I say yes.

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Five Steps to Service Profitability Without Annoying Your Customers | ServicePower | Innovating Field Service
Should service come free of charge? The customer is always right, so what if they feel they don’t have to pay for service? This is the battle many service organizations face every day and with every strategic planning meeting. The answer isn’t an easy one, because we all want something for free or at least at a discount. In researching many of your peers, service and manufacturing organizations of all sizes, the desire to drive profitable growth runs hand in hand with enhancing the customer experience. I don’t think these are mutually exclusive goals. Free service to a customer does not equate to quality service. And here lies the value proposition – exceptional, quality service will cost something. It is a much easier sale to position high value-add service offerings to customers and get them to want to buy-in as compared to the throw away services of the past (i.e., break / fix, reactive service).

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