In today’s changing landscape, it is important that businesses recognise remote support solutions as not just a digital enabler but a strategi tool that can help shape the wider business.
Through innovations in IoT and the reinvention of internal technologies, learn how Essential Energy built an in-house native IOT platform that supports the safe and efficient delivery of work via a platform that is designed with the end user experien e at the forefront.
By getting their internal dev ops team and pairing them with experienced people from the field, the two departments worked together to spend 12 months building a technology focused on enabling their team’s capability to deliver work in a safe, steady and sustainable way in both an online and offline mode given cellular coverage across their footprint.
This session will look at how the New Zealand Police Force are using AI and ML to improve their service operations.
By integrating artificial intelligence within their products, they’re able to repair tasks quick and seamlessly and service the community.
Interactive Discussion Groups
Join us for our interactive discussion groups as we benchmark and implement new operationally efficient field service strategies in the post-pandemic world.
Each attendee will have the option to pick 3 of the following groups they would like to attend, structured as small 40-minute brainstorm sessions.
Mobile Device Management: Having a mobile workforce that can complete all tasks through on-site devices
Leveraging our people on the field to deliver seamless customer experiences and service efficiency
Understanding data and creating a coherent story and solution from your existing touchpoints in the customer journey can be easier said than done.
This session will look at how field service leaders can interpret and leverage real-time data and design thinking to help both shape the customer experience and assist their technicians in having that clear view of the customer
Learn the role automation can play by using chatbots and remote advisers to solve simple customer queries.
By leveraging self-service platforms in both the call centre and field service function, this will empower technicians to handle the more complex customer queries, in turn reducing call volumes and business costs.
Having clear strategies and visibility of your operating function to improve CX and your field service management
Find the balance between delivering on budget, managing services and maintaining the value of your assets for years to come.
Anthony Cook will talk about the importance of asset management in field services today, especially when businesses face limited resources and cost reductions.
It is here he will discuss how they have been working to introduce new technologies and improve maintenance practices and the critical role this plays in field services today.
Lean how JB Hi-Fi improved their workflow management system through the introduction of assisted scheduling solutions in their quest for better workforce planning.
This session will at how businesses can optimise their workforce so teams are completing the tasks that matter most and improving service efficiency.
In this panel, learn how Gaurav Desai and Hugh Beaven has spent the past 12 months upskilling their teams to ensure change management strategies were implemented throughout the organisation.
With many changes to the way field service teams train and deploy their on-site workforce, learn why today it’s never been more important to have the right strategies in place for your people, process and technology.
In the past, the term design thinking and field services would have been seen as two separate entities – one a methodology whilst the other a means for service efficiency.
Recently, however, the two areas have synchronized, with the design thinking methodology becoming a key way to both understand and improve the end to end user experience in field services, as well as drive change management initiatives.
By mapping out the 4 phases of product management – ideate, build, launch and run – Teodoro Stechmann, Executive Manager of Digital Services at Hastings Deering will explain how he and his team utilise design thinking to drive better customer experiences on the field, and how this has increased service efficiency.