With competition and customer expectations rising, limiting service visits to reactive repairs leaves untapped potential on the table. Dave Sarazen, Vice President, Customer Service and Brian Key, Director, Service Products for Multivac USA will discuss a unique customer success program that transformed service technicians into strategic advisors, leveraging their unique insight at the customer site to drive value-add sales and stronger relationships. Find out how holistic "eyes on" inspections can help identify potential issues and proactive service opportunities for tailored customer solutions, including:

• Providing objective asset health insights using a scoring method to present customers with a clear understanding of their equipment's condition
• Standardizing inspection reports to allow customer service reps to deliver timely quotes, driving additional service and parts sales
• Breaking down silos between service and sales through structured back office processes that create a unified customer experience
• Strengthening customer trust and loyalty by positioning FSTs as advisors who protect customers from unplanned outages and costly breakdowns