Delivering Real Time, Data Driven Solutions in Field Operations to Improve the Customer Experience 

15-16 October 2020  |  ONLINE EVENT  |  8:50am-1:00pm AEDT

Conference Day One: Thursday 15 October 2020

8:50 am - 9:00 am Conference Opens

9:00 am - 9:30 am Applying Greater Control and Visibility to your Field Service Delivery Model to Improve Productivity and Customer Experience

Doug Fewtrell - Head of Technical and Compliance, Foxtel

Doug Fewtrell

Head of Technical and Compliance
Foxtel

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.

9:30 am - 10:00 am Transitioning your Workforce from Break/Fix Technician to Value Growth Champion

Branko Kondic - National Manager Digital Services, Schindler Ahead

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

img

Branko Kondic

National Manager Digital Services
Schindler Ahead

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

img

Derek Laney

Director, Product Marketing
Salesforce

img

Joe Mizzi

General Manager - Technology Strategy & Transformation
BSA Limited

10:30 am - 11:00 am The Race Toward Touchless Field Service

Alan Fry - Vice President, Asia Pacific & Japan, Zinier

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.

Key Takeaways:

 

  • Examine a new definition for touchless field service – and discuss how it can help organizations drive productivity, future-proof their operations, and be better prepared for sudden changes.
  • Look at how organizations can use AI to understand historical trends – and turn real-time data into actionable insights.
  • Learn how Zinier can help you build a smarter, more efficient blend of people, AI, and automation
img

Alan Fry

Vice President, Asia Pacific & Japan
Zinier

11:00 am - 11:30 am Screen Break

11:30 am - 12:00 pm Delving into Amatil’s Journey in Field Service Optimisation and Customer ETA’s

Andrew Hurba - National Systems and Processes manager – Equipment Service, Coca Cola Amatil

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

img

Andrew Hurba

National Systems and Processes manager – Equipment Service
Coca Cola Amatil

12:00 pm - 12:30 pm How AI-powered Real Time Scheduling and Optimisation drives 24 Billion transactions a year!

Andrew Vlachiotis - Vice President Service Management, IFS
Michael Gosling - IT Service Management Platforms Manager, Cubic Transportation Systems
img

Andrew Vlachiotis

Vice President Service Management
IFS

img

Michael Gosling

IT Service Management Platforms Manager
Cubic Transportation Systems

12:30 pm - 1:00 pm The Secrets to Developing Successful Recruitment and Retention Strategies for a New Era of Field Workers

Jamie Morais - Regional General Manager of Aftersales and Dealer Development, Nissan Motor Corporation

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


img

Jamie Morais

Regional General Manager of Aftersales and Dealer Development
Nissan Motor Corporation

1:00 pm - 1:15 pm Screen Break - Break off into Pre-Registered Roundtables

1:15 pm - 3:30 pm Enabling Business Continuity through Agility, facilitated by Zinier

1:15 pm - 3:30 pm Investing in Technology to get better Field Service outcomes, facilitated by Workforce Delta