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 

Alex Lassauniere

Group Manager – IT Innovation and Architecture CoatesHire

Main Conference Day Two : Thursday, 12 August 2021

Thursday, August 12th, 2021

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

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


Check out the incredible speaker line-up to see who will be joining Alex.

Download The Latest Agenda