Conference Day One: Tuesday, 16 April 2019
8:00 am - 9:00 am COFFEE AND REGISTRATION
9:00 am - 9:10 am Welcome Address by FSM Australia
9:10 am - 9:20 am Opening Remarks from the Chair
9:20 am - 9:50 am KEYNOTE CASE STUDY: The Future of Field Service: 2020 Vision
Field Service is evolving rapidly, with AI-driven schedules, real-time traffic data speeding service delivery, and IoT-enabled devices proactively requesting maintenance. But more technology driven change is coming; as we move ever closer to the year 2020, join us to see the future of service.
9:50 am - 10:20 am CASE STUDY: Transforming the BSA Marketplace with Salesforce Field Service Lightning
Organisations like BSA are at a crossroads. To remain competitive and provide incredible service experiences, they are turning to innovative solutions to better position themselves to meet the needs of their customers. Learn how BSA are using Salesforce Field Service Lightning to transform the BSA Marketplace with a solution that is helping them attract the most highly skilled resources in their industries and allowing them to service multiple existing and new markets whilst consistently putting the customer at the centre of everything they do.
Joe MizziExecutive Manager - Business Systems
Richard BartleyDirector - Customer Delivery
10:20 am - 10:50 am Speed Networking
10:50 am - 11:20 am COFFEE AND NETWORKING BREAK
Interactive Roundtable Discussions.
Your chance to discuss your biggest challenges with your peer group.
TABLE ONE11:20 am - 1:00 pm Exploring How to Drive Efficiency and Safeguard Your Teams in Both Remote and Challenging Locations
TABLE THREE11:20 am - 1:00 pm The Augmented Field-Worker: Transferring Knowledge, Increasing Safety and Creating 100% Accurate Data
1:00 pm - 2:00 pm NETWORKING LUNCH
STREAM A: DYNAMIC SCHEDULING2:00 pm - 2:30 pm Setting up a Smart, Automated Dynamic Scheduling Platform and Automated Work Orders
Coca Cola Amantil have recently launched dynamic scheduling across its field work force. This innovative approach to field services, brings diagnostics to the front-end of the maintenance process. It utilises a fully integrated system that ties in both ERP and work order platforms through a single interface.
This has increased visibility and in turn seen a boost in productivity and customer service. A world first initiative, this is now being adopting by Europe, Asia and other regions.
- Getting your data right for dynamic scheduling
- Applying a user centric change management strategy
- Enhancing mobile device to support this added functionality
- Workforce optimisation strategies to move towards dynamic scheduling
- Next steps: Exploring the potential of machine learning, AR and connected devices
Andrew HurbaNational Systems and Processes manager – Equipment Service
Coca Cola Amantil
STREAM A: DYNAMIC SCHEDULING2:30 pm - 3:00 pm Developing a Scalable and Customer Centric Mobility Solution that Effectively Meets your Operating Needs
With all the changes that are occurring in the aged care sector, there is a greater focus on customer centricity. At the same they need to embed flexibility into their mobility platform to ensure that it is scalable to meet their operating needs. This session will delve into the RSL Care journey so far.
- Ensuring that your platform captures the right KPIs for aged care: Reflecting continuity and quality of care
- Getting the frontline staff on-board and keeping them engaged
Gavin HudsonExecutive General Manager
RSL LifeCare at Home
STREAM A: DYNAMIC SCHEDULING3:00 pm - 3:30 pm Field Productivity through Technology
Utility field services are extremely complex with almost infinite permutations of job resource requirements, skills, plant and timing requirements. This session will address how Endeavour Energy improved field productivity by more than 20% through implementation of planning and scheduling technology.
- Designing technology to optimise productivity
- Fast, low cost agile implementation
- Effective change management to drive uptake and engagement
Stephen LetteManager Operational Performance
STREAM A: DYNAMIC SCHEDULING3:30 pm - 4:00 pm It Matters Who Helps Me Shower! Effectively Balancing Efficiency and Consistency in Scheduling for Home Care
There are several factors that are changing the Aged Care sector at the moment, particular with home care. Demand for support services into the home are increasing and funding models have drastically changed which has driven a shift towards customer centric delivery. BaptistCare have been working on an integrated scheduling and rostering system that is focused on customer centricity. They have encountered many challenges with the complexity introduced by the need for consistency versus efficiency and striking a balance between the two. An additional layer of complexity has been brought in by a workforce that is not tech savvy and wary of change. This session will highlight some of the wins and learning along the way.
- Developing an integrated solution with HR,
- Finance and back-end processes tied into the rostering system
- Striking a balance between consistency and efficiency
Sarah NewmanGeneral Manager Home Services
BaptistCare NSW & ACT
STREAM B: CUSTOMER EXPERIENCE2:00 pm - 2:30 pm Perfecting the Blend of Technology and In-Person Interactions to deliver superior CX to your Customers
In a hyper connected, multi-device world, every aspect of the customer service experience has changed.
We’ve become accustomed to instant communication and immediate connection that technology gives us. Customers, retail and business alike, expect:
- An “Uber-like” customer experience – being able to track a service as it progresses through its journey
- Control and empowerment—and some are even willing to pay more for it
- Consistent and proactive communication - whether it’s in person or through technology
In this session, you will learn how integrated customer communications, journey orchestration across the entire service order life cycle, dynamic optimization leveraging real-time events, scheduling, routing, traffic and other new digital innovative technologies can empower your field service workforce to deliver a superior customer experience that then becomes synonymous with your brand in the marketplace.
Ishqi ShuaibSenior Solutions Consultant
STREAM B: CUSTOMER EXPERIENCE2:30 pm - 3:00 pm Leveraging Consumer Grade Headsets to Create a Self Service Platform
This session will highlight the journey of rolling out a self service mobility platform using the iPhone 6, to increase the speed of delivery and improve the overall customer experience. The change management process has been the most challenging as the staff are accustomed to calling a help desk. This has been addressed by adopting a user centric approach in the design and implementation. This session will explore further.
- Evaluating the benefits of the Self Service model on BAU
- Embedding user centricity into your development and roll-out to maximise uptake
- Creating pop-up training and help desk for a seamless transition
Carly IrvingGeneral Manager, Customer and Market Operations, Distribution
STREAM B: CUSTOMER EXPERIENCE3:00 pm - 3:30 pm Drastically improving Your NPS Score by Providing Greater Visibility of your End-to-End Customer Journey
Fisher Paykel completes over 150 000 service calls in Australia with a team consisting, fleet of 90 vans, 66 full time technicians and 21franchisees. This is supported by a Global contact centre that consists of a 100 FTE which also supports other markets such as New Zealand, UK and USA. They have witnessed a significant increase in their customer satisfaction in global markets (witnessed by a dramatic increase in NPS scores from negative to the high 50s in under a year) by re- platforming their mobility solution and providing full visibility of a technician’s journey to and from service calls. This has also led efficiencies in scheduling and agent productivity. This session will explore the journey so far.
- Integrating the knowledge management system, CRM and booking system to a single view console
- Maximising uptake and driving the shift towards real time scheduling
- Evaluating the bolt-ons for
- real-time tracking
- Single view of the customer
Shaun ThompsonCustomer Experience Manager
STREAM B: CUSTOMER EXPERIENCE3:30 pm - 4:00 pm How do you Drive your Field Workforce to Deliver an Excellent Customer Experience
A majority of field workers are technicians and traditionally customer service hasn’t been their core focus. But as customer service becomes a key differentiator it is important that your field workers are on board. As a face-to-face touch point, they present a key opportunity to improve customer service and build loyalty. This session will explore how you can drive this shift.
- Identify the main criteria for good on-field customer service
- Discussing strategies to incentivise customer experience
- Developing a change management strategy to shift mindsets
Rhonda RichardsonHead of Capability Operations
STREAM C: OPERATIONAL EXCELLENCE2:00 pm - 2:30 pm Driving Field Focused Organisation Wide Transformation: Delivering a Better Experience and Reducing Costs for your Customers
Energy Queensland is going through a large scale transformation that is focused on delivery a greater experience and reducing costs for customers. People are at the heart of this, with technology a critical enabler of the new systems that are being developed. The transformation has been lead by the frontline (not a topdown approach that is favoured by most organisations). One of the key milestones to date is reducing resolution times by 4-6 hours which has been a result of increasing visibility and transparency. Plus the successes are highlighted by the fact that the solutions have been developed in-house.
- Frontline driven transformation: The pros and cons
- Introducing greater transparency and visibility and its impact on productivity
- The cost and service benefits of bundling solutions
Matthew SmithGeneral Manager, Works Optimisation
STREAM C: OPERATIONAL EXCELLENCE2:30 pm - 3:00 pm Reflecting on Mobility and Device Management Following a Technology Transformation
In 2018, Chubb Australasia executed a company-wide device roll-out of both Android and Apple devices following the end-of-life of their previous Windows Mobile devices. This presentation will explore the observations found as a result of implementing two different device types into different business areas and the challenges overcome throughout the project’s lifecycle.
- Initial set up of the device: Ensuring accurate configuration and retention of contacts and data from the previous device
- How logistics was handled: Rolling out hundreds of devices in a short timeframe
- Ensuring a smooth transition for users: Guidance and change management
Robert WardGeneral Manager, Solutions Innovation
STREAM C: OPERATIONAL EXCELLENCE3:00 pm - 3:30 pm Remote Monitoring and Predicitive Maintenaince Through an Innovative IoT Strategy
Over the past few years Schindler has been developing and accelerating an IoT strategy that is innovative for the Vertical Transport industry. The Objective of Schindler’s IoT strategy is to provide preventive maintenance to maximise availability for our customers, and to improve resource management – the right resources at the right time.
- Remote monitoring designed for the business to decide and manage what is the next most important activity
- Exploring field link systems to improve processes and reduce breakdowns
- Provide customers with transparency and inclusion to be proactively informed of activities
Branko KondicNational Manager Schindler Ahead – Digital Services
STREAM C: OPERATIONAL EXCELLENCE3:30 pm - 4:00 pm Empowering Frontline Staff to Deliver Greater Value to Your Organisation and Customers
Yarra Valley Water has been striving to put the customer at the centre of everything we do, by utilising customer journey mapping to create insights, and operational jeopardy management approaches to drive agile, but structured decision making to empower staff in operational areas. This session will address the importance of aligning your processes, people and values internally, and across the supply chain, to deliver a greater customer experience on the frontline.
- The importance of reaching across the supply chain to drive flexibility
- Moving the focus from technology as a driver to change to technology as an enabler
- Addressing the importance of having the right people and processes in place
Dona TantirimudaligeGeneral Manager – Distribution Services
Yarra Valley Water
4:00 pm - 4:30 pm AFTERNOON TEA
4:30 pm - 5:00 pm How Your Service Business is Formula One-ready Through Digital and Business Transformation, Utilizing IFS’s Most Complete Field Service Platform
In this presentation Marne will talk about the importance of the complete lifecycle of Service Management, not just Field Management. The presentation will highlight how the digital transformation in Service management encompasses all elements of the service supply chain from customer enquiry to the call centre or automated customer portal, contractor management, reverse logistics and how to drive efficiency and not sacrifice customer satisfaction.
Marne MartinPresident of IFS Service
5:00 pm - 5:30 pm TRUST – The Forgotten Value
Trust has enormous impact on our results, relationships & retention of good staff. This unique workshop deep dives into the meaning of trust, exploring the consequences of when it is broken and helps participants build trust in their professional & personal lives with the help of a novel implementation tool.