Delivering an Effective Field Service Culture to Support our People & Improve Processes through Real Time Data Driven Solutions
11 - 12 August, 2021 | Doltone House Jones Bay Wharf, Sydney
Main Conference Day One : Wednesday, 11 August 2021
8:30 am - 8:45 am
Conference Opening
Mary Anne Ghobrial -
Program Director,
IQPC Connect
Mary Anne Ghobrial
Program DirectorIQPC Connect
8:45 am - 9:45 am
For the Field By The Field – Building an E2E Tool to Support on-Field Productivity and Field Service Leaders at Essential Energy
Luke Jenner -
General Manager Network Services,
Essential Energy
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.
- Redefining your field service metrics to become more outcomes based
- Accelerating your IoT function to drive a new era of productivity for your field function
- Increase field teams engagement and productivity through your app development - smart teams with great ideas to improve how work can be safely and efficiently completed
Speaker:
Luke Jenner
General Manager Network ServicesEssential Energy
9:45 am - 10:15 am
Client Interview: Augmenting Your Existing Systems to Make Sure You Meet The Needs Across The Whole Organisation
10:15 am - 10:45 am
Developing a Scalable and Customer-Centric Mobile Solution: Balancing Efficiency and Consistency in Scheduling
Dylan Earle -
Business Change Leader,
NZ police
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.
- Next steps: Exploring the potential of new technologies to connect mobile devices
- Having mobile solutions that ensures field workers are always accessible on-site
- Enhancing mobile devices to support new and added functionalities for field workers
Dylan Earle
Business Change LeaderNZ police
10:45 am - 11:00 am
Speed Networking
11:00 am - 11:30 am
Networking Break
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.
IDG One
11:30 am - 1:00 pm Challenges in moving critical business information from the field to where you need itImproving assets and operational efficiencies through predicative maintenance
Sponsored by: Lapis
IDG Two
11:30 am - 1:00 pm Virtual Support: Leveraging the best tools for remote connectivity and improved customer assistanceRevving automated responses for customer enquiries, ensuring jobs are complete based on priority
Sponsored by: SightCall
IDG Three
11:30 am - 1:00 pm Revving automated responses for customer enquiries, ensuring jobs are complete based on priorityMobile Device Management: Having a mobile workforce that can complete all tasks through on-site devices
1:00 pm - 2:00 pm
Networking Break
Leveraging our people on the field to deliver seamless customer experiences and service efficiency
Customer and Employee Experience
2:00 pm - 2:10 pm Chair Opening Remarks as Everyone Takes SeatsCustomer and Employee Experience
2:10 pm - 2:40 pm Driving Stronger Customer Experiences on the Field Through Design Thinking and Change Management Paul Pastulovic - Divisional Manager Asset Field Services, yarra valley waterUnderstanding 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
- Improve employee buy-in and drive technology efficiencies through rethinking the full customer journey
- Understanding how your data can help drive new business cases and stronger change management outcomes
- Investing in the right knowledge management systems so field leaders and customer support teams can maintain that single view of the customer
- Using data to help shape strategy: what are the risks involved if the data gets interpreted wrong?
Paul Pastulovic
Divisional Manager Asset Field Servicesyarra valley water
Customer and Employee Experience
2:40 pm - 3:10 pm Field Staff Efficiency in State Government Agencies Grant Tranter - Manager Systems and Intelligence at Biosecurity and Food Safety, NSW Department of Primary IndustriesDarren Besgrove - Chief Executive Officer, OneBlink
Customer and Employee Experience
3:10 pm - 3:40 pm Having a Clear and Defined Strategy in Your Movement Towards Stronger Customer and People Experiences Branko Kondic - National Sales Manager, Schindler AheadLearn 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.
- Automating transactional field service enquiries to reduce cost and improve seamless customer services
- Ensuing all data and documents can be accessed through a single dashboard
- Enabling technicians to assess problems efficiently and make accurate fault diagnoses
Branko Kondic
National Sales ManagerSchindler Ahead
Having clear strategies and visibility of your operating function to improve CX and your field service management
Operational Excellence
2:00 pm - 2:10 pm Chair Opening Remarks as Everyone Takes SeatsOperational Excellence
2:10 pm - 2:40 pm Transforming Asset Management and Logistic Services to Optimise Performance and ROI Anthony Cook - Asset Management Strategist, EnervenFind 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.
- Developing an asset management mindset in delivery teams
- Finding the balance between managing asset risk, budget and delivering services for field service leaders
- Improving your IT infrastructure to ensure you have the right systems in place that integrates with existing dashboards
- Ensuring maximum asset performance to safeguard your assets
Anthony Cook
Asset Management StrategistEnerven
Operational Excellence
2:40 pm - 3:10 pm Removing Redundancies: How Google’s AI and ML Enhances Field Operations, Productivity and People Management Oliver Looker - General Manager, Liveli
Operational Excellence
3:10 pm - 3:40 pm Workflow Optimisation: Enabling Intelligent And Dynamic Allocation Of Staff Through Real Time Analytics John Kennedy - Head of Technical Services, JB Hi Fi SolutionsLean 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.
- Determining where to position your current workforce, ensuring schedules and customer enquiries are met
- Scheduling and absenteeism: how do we utilise the right optimisation strategies to improve this?
- Utilising call routing technologies to fast track customer interactions within both call centres and with on-site technicians
John Kennedy
Head of Technical ServicesJB Hi Fi Solutions
3:40 pm - 4:10 pm
Networking Break
4:10 pm - 4:40 pm
Optimising Maintenance and Deliveries through Field Service Robots and Drone Deployment
Andrew Vlachiotis -
Vice President Service Management,
IFS
- Ensuring services and products are delivered on time through the use of upgraded drone technologies
- Reducing manual labour and increasing ROI through the use of smart robotics
Sponsored by: IFS
Andrew Vlachiotis
Vice President Service ManagementIFS
4:40 pm - 5:10 pm
Exploring the Technology, Skills and Change Management Strategies Required to Meet the Increasing Complexities of the On-Field Workforce
Gaurav Desai -
General Manager Operate Network,
NBN Co
Hugh Bevan - Service Manager, Bio-Rad Laboratories
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.
- Equipping your field workforce with the right tools to handle complex, critical issues with speed and efficiencies
- Robotic field service: Utilising more advanced sets of robotic process automation to assist those on the field
- Using drones to assess vast areas and determine where assistance or repair is needed most
Panelists:
Gaurav Desai
General Manager Operate NetworkNBN Co
Hugh Bevan
Service ManagerBio-Rad Laboratories
5:10 pm - 5:40 pm
Thinking Outside the Box: Improve the End-to-End Field Service Experience Through Design Thinking to Accelerate Your Change Management Function
Teodoro Stechmann -
Executive Manager of Digital Services,
Hastings Deering
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.
- Improve employee buy-in and drive technology efficiencies through rethinking the full customer journey
- Utilising the 4 phases of product management – ideate, build, launch and run – to improve company and customer buy in
- Understanding how your data can help drive new business cases and stronger change management outcomes
Speaker:
Teodoro Stechmann
Executive Manager of Digital ServicesHastings Deering
5:40 pm - 5:50 pm
Day One Conference Closing
Mary Anne Ghobrial -
Program Director,
IQPC Connect
Mary Anne Ghobrial
Program DirectorIQPC Connect
