30 April - 01 May, 2019 | Bayview Eden, Melbourne, VIC
Helen Howard, Senior GM Customer Service Operations at Fujitsu Australia Limited

Helen Howard

Senior GM Customer Service Operations
Fujitsu Australia Limited

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

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Conference Day Two: Wednesday, 1st May 2019

Wednesday, May 1st, 2019

11:10 AM CASE STUDY: Exploring How Fujitsu are Transforming Technical Service Desk Initatives Towards Automation

Technical service desks are less predictable than contact centres, so it can be challenging to find commonality in such a diverse range of questions when attempting to automate. Before implementing self service automation Fujitsu has undergone a transformation to develop a successful and structured program around automating the internal functions of a service desk.

  • Creating better service outcomes by automating repeatable tasks that service desks perform 
  • Detailing a long-term automation plan rather than random ad hoc implementation 
  • Advancing to self-help automation following efficient and effective internal automated operations