Carlos Carnelos Junior is a seasoned IT executive with over 21 years of experience at IBM, managing local and global delivery teams. His experience includes servicing clients from strategic locations, ensuring high customer satisfaction, mainframe and distributed systems availability, datacenter to cloud migration and automation projects. Acting as Transformation Executive in IBM Technology Lifecycle Services, Carlos has driven business transformation for 7 years, guiding the Field Service workforce through significant IT and cultural changes. Currently working with strategic projects world wide and driving process standardization alongside with technology innovations. With expertise in planning and execution, Carlos is a respected industry thought leader, having contributed to PMI Risk Management Forums and been interviewed on risk management and automation.
Wednesday, April 8, 2026
4:45 PM Track B: Case Study: Automating Back-Office Workflows in Field Service With Structured Data
Repetitive administrative tasks like order entry, invoice processing, and follow-ups are slowing down service organizations at a time when leaner teams and faster response are the norm. Learn how one service organization tackled a major transformation of converting their operational data into automation-ready formats to reduce manual work, accelerate back-office processes, and allow teams to focus on high-value activities. Hear lessons learned, including:
- Mapping the manual workload to identify the most repetitive, time-consuming tasks and tracking time consumption
- Making data automation-ready with cleaned and structured operational data to enable automation, including standardized formats for order data, customer identifiers, pricing, and service codes
- Utilizing automation to enable scaled operations without increased headcount, supporting sustainable growth
- Improving accuracy and speed with reduced human error in order processing and invoicing, while increasing the speed of back-office response and cycle times
Check out the incredible speaker line-up to see who will be joining Carlos.
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