Foxtel’s Head of Technical and Compliance, Doug Fewtrell, will deliver a presentation into how his team are training their new technicians and workforce in relationship management and customer service techniques through the use of technology.
In an industry-profession that has always focused on repairing maintenance issues, providing spare parts and delivering products to customers – how can we, today, position our workforce to cater to increasing customer demands in the field?
With customer expectations evolving, this presentation will delve into how field service operators can train their workforce in relationship management and customer service techniques. This will improve the customer experience as well as generate ongoing value for the wider business.
• Training field workers to handle various enquiries, becoming a key customer touchpoint
• Offering remote monitoring to customers through the use of IoT for better, real-time tracking and communication
• Creating a customer-first culture that ensures all members of the organisation are putting their customers at the forefront of decision-making
• Moving away from reactive problem solving techniques to proactive maintenance through the use of emerging technologies
As the recovery continues field service has moved to a new normal. At the same time 70% of customers still prefer on-site service. Work practices adopted to handle new needs from customers and employees for increased transparency and accountability require our systems to evolve.
Our teams need to skill up for new work practices like remote servicing and operating within more precise service windows to provide safe service and fix the first time. It has never been more important to have our information in one place, readily available and optimised using the best available AI.
Hear from Salesforce and BSA on how they have adjusted to this new normal and are preparing for their next phase of growth
As field service leaders evaluate next steps in a post-pandemic world, many are looking at AI-driven automation as a way to drive productivity, create resiliency, and protect employees and customers.
Whether it’s automatically reassigning technicians to deal with high-priority tasks, triaging issues without the need for an on-site visit, or creating opportunities for self-service, organizations are looking for new ways to reduce exposure and automate routine tasks.
In this session, Alan will look at how field service leaders can use AI-driven automation to shift from slow, manually driven processes to ones that are proactive, automated, and resilient.
Andrew Hurba, National Distribution and System Services Manager at CC Amatil, will lead this session as he delves into how his organisation has focused on optimizing their operations strategy with the view to enabling full customer visibility on service orders.
• Journey Amatil took to migrate from a manual allocation system to a fully automated scheduler with customer commitments.
• How do we effectively go from assisted to automated scheduling, getting team on side for this new wave of automation?
• How the main obstacles to customer commitments were overcome
A far cry from the old-school electrician who simply had to enter a customer’s home to change a light bulb, today field technicians need to be able to do their day jobs, handle complex digital platforms, and, most importantly have good customer service skills.
With field service management being recognized as the final customer touchpoint in the value chain, recruitment and retention strategies are being reassessed for today’s workers entering the workforce.
• Addressing the important of having the right people and processes in place for on-site management
• Employing new training techniques to upskill your aging workforce, while also attracting a new era of on-site workers
• Developing recognition programs to increase employee engagement and retention