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 Two : Thursday, 12 August 2021

8:45 am - 9:00 am Conference Day Two Opening

Mary Anne Ghobrial - Program Director, IQPC Connect

Mary Anne Ghobrial

Program Director
IQPC Connect

9:00 am - 9:30 am Bringing Big data to Drive Field Service Efficiencies and Digital Transformation to Improve Internal Processes

Matthew Thornton - Business Operations Manager, Telstra

Day 2 of FSM 2021 will open with a keynote presentation delving into the most critical function of the field service management chain: your people and your process.

By using big data to improve processes and upskill field service teams to complete tasks with an efficient, customer-oriented mindset, organisations will be able to improve service efficiency and optimise the customer experience.

Learn how Telstra are using digital solutions to do this, and how by investing in new digital programs they were able to upskill their people and improve KPIs.

  • Breaking down the barriers between technologies and cross functional teams to work smarter together
  • Upskilling leaders in new training initiatives so field service departments are set up for success, especially in remote-working environments
  • Improving internal communication and technologies so team members can communicate closely with existing departments


Matthew Thornton

Business Operations Manager

9:30 am - 10:00 am Client Interview: Using AI, IoT And Big Data To Transform Your Service Operations

10:00 am - 10:30 am Driving New Modes of Digital Innovation: Assisting Technicians to Become more Customer Oriented by Implementing More Sophisticated IT Technology in the Field

Alex Lassauniere - Group Manager – IT Innovation and Architecture, CoatesHire

With advancements in technology skyrocketing, this session will delve into how we can use the right technology and real-time tracking services to help both our technicians and customers.

For many organisations, up to 20% of customer calls relate to the whereabouts of technicians. Through implementing self-service portals, real-time tracking technology and a plethora of digital solutions to help answer transactional customer queries, technicians will be able to focus and prioritise the right tasks.

With less time wasted on transactional enquiries, learn how you can get your technicians to spend more time delivering the services that matter and building ongoing customer relationships.

  • Delivering automated services that allow customers to see real-time updates of their technician’s whereabouts
  • Utilising knowledge management systems so the technician has a single view of the customer when assisting with a query 
  • Automating transactional services to increase service performance, efficiency and improve customer communication


Alex Lassauniere

Group Manager – IT Innovation and Architecture

10:30 am - 11:00 am Networking Break

Group Huddles – Interactive Discussion Groups

Join us for our group huddles as you bring your teams and discuss new ways to implement new operationally efficient field service strategies in the post-pandemic world.

Each attendee will have the option to pick 2 of the following groups they would like to attend, structured as small 40-minute brainstorm sessions.

Workforce as a Service: Creating Labour Cost Reductions while Driving Employing Engagement

Workforce as a Service: Creating Labour Cost Reductions while Driving Employing Engagement

Assessing the Best Practices for Remote and Cross-Cultural Team Management

12:30 pm - 1:30 pm Networking Break

Intelligent Talks: Investing in the right digital innovations that enable smarter field service operations

Next Gen Tech Innovation

1:30 pm - 1:40 pm Chair Opening Remarks as Everyone Takes Seats

Next Gen Tech Innovation

1:40 pm - 2:10 pm Creating Successful IT Change Execution To Streamline Processes and Enable Seamless CX
Robert Ward - General Manager Solutions Innovation, Chubb Fire & Security Australasia

With increasing digitisation of work processes, successful delivery and execution of processes for great CX is dependent on successful collaboration with your IT digital partners, whether internal teams or external vendors.

Robert Ward, General Manager of Solutions Innovation at Chubb Fire & Security Australasia will talk through the importance asnd key strategies needed to create successful IT change.

  • Hear from an IT insider on ways that you can work more effectively with your digital partners on project execution and outcomes.
  • Tips for implementing seamless automation within your IT operations
  • Checklists for digital upgrade / change out projects to minimise disruption

Robert Ward

General Manager Solutions Innovation
Chubb Fire & Security Australasia

Next Gen Tech Innovation

2:10 pm - 2:40 pm Client Interview: Augmenting Support Systems and Applications to Eliminate Silos

Delving into the different strategies that can improve mobility and scheduling for seamless on-site repairs

The Traveling Technician

1:30 pm - 1:40 pm Chair Opening Remarks as Everyone Takes Seats

The Traveling Technician

1:40 pm - 2:10 pm Facilitating Safer Journeys for Drivers through Intelligent, Automated Transport Systems
Robert Adler - Project Manager Field Operations, NSW Fire and Rescue

This session will look at how NSW Fire and Rescue have been using automated vehicles to repair tasks and streamline the transportation of their goods.

Learn the different use cases for investing in automated transportation for your workforce.

  • Using automated vehicles to drive greater efficiencies on-site
  • Streamlining processes to ensure transportation is always seamless 
  • Moving the focus from technology as a driver of change to technology as an enabler for field workers
  • Upskilling teams on automated platforms to ensure on-site workers are scheduled at optimal times 

Robert Adler

Project Manager Field Operations
NSW Fire and Rescue

The Traveling Technician

2:10 pm - 2:40 pm Client Interview: Transforming Logistics: Delivering In-House Scheduling For a Better Customer Experience

2:40 pm - 3:40 pm Networking Break

3:40 pm - 4:30 pm The Secrets to Developing Successful Recruitment and Retention Strategies for a New Era of Field Workers

Todd Fiedler - Managing Director, Fiedler Plumbing

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 recognised as the final customer touchpoint across the value chain, recruitment and retention strategies are being reassessed for millennials entering today’s workforce. 

Hear from these industry leaders on the tricks they’re doing to improve the onboarding process so the right person is hired for the right role.  

  • Attracting and recruiting top talent – improving the recruitment experience and retaining your top talent
  • Addressing the importance 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 remote working programs to increase employee engagement and retention

Todd Fiedler

Managing Director
Fiedler Plumbing

4:30 pm - 5:00 pm Understanding And Interpreting The Right Data Sets That Will Help Inform Customers On Performance Issues

Sometimes the easiest way to solve an issue in field service is to empower your customer to do it for you. Learn how field service teams can work with product owners and their CX departments to understand new and existing data sets across the organisation, and drive new digital solutions as a result.

  • Working with other departments in CX, UX and Data to understand your data sets and customer feedback
  • Determine how assets can be used to inform customer about performance issues of new enhancements in the field
  • Ensuring data safety and integrity through new security initiatives 
  • Increasing revenue by identifying and investing in the right IoT tools and resources
  • Improving the accessibility of data for those in rural areas

5:00 pm - 5:10 pm Day Two Conference Closing

Mary Anne Ghobrial - Program Director, IQPC Connect

Mary Anne Ghobrial

Program Director
IQPC Connect