Episode 319
Remote service capabilities are revolutionizing field service delivery, creating new opportunities for efficiency while maintaining essential human connections.
In this episode of UNSCRIPTED, host Sarah Nicastro speaks with Cob Mencarini, Program Manager for Remote Service at Ecolab, about their innovative approach to remote service implementation and how it's transforming both customer experience and operational efficiency. Drawing from his 26-year Navy submarine career, Cob shares insights on leading this strategic transformation.
What You'll Learn:
- How to leverage remote capabilities to empower customers and reduce unnecessary field visits
- Why a "hub" approach creates the perfect balance between technology automation and human support
- The impact of remote service on first-visit resolution rates and how it drives 20% improvement in success rates
- How to drive organizational change and adoption of remote service capabilities across different stakeholder groups
- Why hiring external talent with technical aptitude can outperform internal hires for remote support roles
- How to maintain the human element while implementing automated and remote solutions
- The importance of flexible customer engagement channels to meet varying preferences and needs
- Why data collection and storytelling are crucial for demonstrating remote service ROI and driving adoption
About the Guest(s)
Cob Mencarini is the Program Manager for Remote Service at Ecolab, where he leads the company's global remote assist program and installation/repair initiatives. With 26 years of experience in the US Navy submarines, Cob brings unique expertise in program management and leading teams in high-stress environments to his current role. Since joining Ecolab in 2019, he has been instrumental in transforming their service delivery model through remote capabilities, achieving a 20% increase in first-visit resolution rates and maintaining a 4.6/5 customer satisfaction rating. In this episode, Cob shares valuable insights on implementing and scaling remote service strategies, discussing how organizations can effectively balance technology adoption with maintaining essential human connections in service delivery. His innovative approach to remote service as a "hub" for customer interaction and field team support offers practical guidance for service leaders looking to modernize their operations while enhancing customer experience.
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