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 Director
IQPC 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 Services
Essential 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 Leader
NZ 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 it

Improving assets and operational efficiencies through predicative maintenance 



IDG Two

11:30 am - 1:00 pm Virtual Support: Leveraging the best tools for remote connectivity and improved customer assistance

Revving automated responses for customer enquiries, ensuring jobs are complete based on priority



IDG Three

11:30 am - 1:00 pm Revving automated responses for customer enquiries, ensuring jobs are complete based on priority

Mobile 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 Seats

Customer 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 water

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

  • 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 Services
yarra valley water



Grant Tranter

Manager Systems and Intelligence at Biosecurity and Food Safety
NSW Department of Primary Industries

Darren 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 Ahead

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. 

  • 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 Manager
Schindler 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 Seats

Operational Excellence

2:10 pm - 2:40 pm Transforming Asset Management and Logistic Services to Optimise Performance and ROI
Anthony Cook - Asset Management Strategist, Enerven

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.

  • 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 Strategist
Enerven

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


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 Solutions

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.

  • 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 Services
JB 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


Andrew Vlachiotis

Vice President Service Management
IFS

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 Network
NBN Co

Hugh Bevan

Service Manager
Bio-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 Services
Hastings Deering

5:40 pm - 5:50 pm Day One Conference Closing

Mary Anne Ghobrial - Program Director, IQPC Connect

Mary Anne Ghobrial

Program Director
IQPC Connect

6:00 pm - 6:00 pm Happy Hour Drinks