The largest virtual conference dedicated to field service leaders, delivering data-driven solutions to improve the customer experience post Covid-19

17 June, 2020 | ONLINE | 8:50am - 11:40AM Australian Eastern Standard Time

Conference Day: 17 June 2020

8:50 am - 9:00 am Conference Opening & Remarks from IQPC

9:00 am - 9:30 am Touchless Field Service Delivery in a Post Covid-19 World

Arka Dhar - Co-Founder and CEO, Zinier
Adrian Petzer - Founder and Managing Director, DeployPartners

As we start to emerge from the COVID-19 pandemic, field service teams will increasingly turn to AI and automation to protect workers and ensure business continuity in the event of another crisis. What does the future of field service look like — and how does touchless service delivery fit into this new normal?

Join us and learn how to:

  • Enable people to focus on higher-value work by automating routine tasks, such as scheduling or work verification
  • Reduce the need for unnecessary in-person contact, whether it's digitizing paper-based processes or staggering technician and coordinator shifts to prevent infection
  • Use AI to monitor equipment health in real time and identify opportunities for remote triage and/or self-maintenance

Arka Dhar

Co-Founder and CEO


Adrian Petzer

Founder and Managing Director

9:30 am - 10:00 am Speed of Response in the Wake of a Pandemic: Exploring the Technology, Skills and Change Management Strategies Required in Emergency Services for the On-Field Workforce

Marcus Swansborough - Field Services Manager IT Operations and Communications, NSW Fire and Rescue

The increased frequency and severity of disasters caused by our changing climate has made it necessary to prepare communities for the unprecedented. As shown by the outbreak of COVID-19, being ‘future ready’ requires businesses to find innovative ways for disaster resilience, embedding this into daily BAU. This session run by NSW Fire & Rescue’s Marcus Swansborough will reveal the work his team are doing to handle disaster relief in times of crisis.

Discover how they handled the outbreak, and the learnings they took along the way.


Marcus Swansborough

Field Services Manager IT Operations and Communications
NSW Fire and Rescue

10:00 am - 10:15 am POWER DEMO: A New Contender in Field Service Management – Learn How to Navigate Your FSM Business in One Place

Ryan Canja - Director & Co-Founder, WorkVue
Kimberly Del Prado - Head of Product, WorkVue


Ryan Canja

Director & Co-Founder


Kimberly Del Prado

Head of Product

10:15 am - 10:25 am Break

10:25 am - 10:55 am Reducing Your On-Field Workforce in Times of Panic: Working with your Contact Centre to Drive On-Field Efficiencies

Christiane Joussement - Head of Customer Excellence, Fuji Xerox

Christiane Joussement, Head of Customer Excellence will deliver a case study on how Fuji Xerox’s field services team are adapting during the COVID-19 pandemic. With a reduced number of technicians allowed on the field, she’ll discuss the central relationships her field service team needed to have with the contact centre to handle repairs.


Christiane Joussement

Head of Customer Excellence
Fuji Xerox

10:55 am - 11:25 am Applying Greater Control and Visibility to your Field Service Delivery Model to Improve Productivity

Branko Kondic - National Manager Schindler Ahead – Digital Services, Schindler Lifts

Trust has enormous impact on our results, relationships & retention of good staff. This unique workshop deep dives into the meaning of trust, exploring the consequences of when it is broken and helps participants build trust in their professional & personal lives with the help of a novel implementation tool.


Branko Kondic

National Manager Schindler Ahead – Digital Services
Schindler Lifts

11:30 am - 11:40 am Closing Remarks from the Chair