Rob Brewster has spent more than a decade working directly with field operations teams, studying where field data actually breaks and what separates the organizations that close that gap from those still paying for it. He comes to this conversation having seen the capture problem from the inside, across hundreds of field operations, and having spent years helping teams implement and manage the fix.  

The problem is structural. Every field service organization invests in the platforms meant to run the operation — FSM, ERP, dispatch, analytics — but a gap remains between those systems and where service actually happens: the technician closing a work order, documenting an inspection, capturing parts and labor at the asset. When that capture is incomplete or wrong, every downstream system inherits the damage: unbilled time, failed first-time fixes, compliance documentation reconstructed under pressure. 

This session is a practitioner-led look at where that gap lives, and the concrete patterns that separate organizations running on trusted data from those managing the fallout of bad capture.