In today’s era of the connected customer, it is important to have a connected workforce in order to offer exceptional customer experience. Customer experience is one of the key differentiators between two rival brands. Along with various other aspects, field service management is an important aspect in order to drive superior customer satisfaction. Optimizing field service operations can address multiple common service challenges including service cost reduction, schedule optimization, intelligent job assignment, faster field service calls resolution and more.
Salesforce offers transformational Field Service Lightning solution which is its field service management software on a single integrated platform. Field Service Lightning works with Service Cloud in order to deliver faster, smarter, and personalized service on the go using a mobile device. With Salesforce1 mobile, field service agents can update work orders, modify request status, and update job status in real time. Before understanding more about Field Service Lightning, let’s have a look at some of the common field service operations challenges & how Salesforce is addressing them.
- Siloed departments
- Unplanned resource allocation
- Disconnected CRM processes
- Absence of on-field support
- Inefficient systems
Due to these common challenges; service agents, dispatchers, mobile employees, and managers often hindered and businesses couldn’t meet rising customer expectations. As a result, this leads to a decreased field service agent productivity, poor customer experience, and increased costs. This can be efficiently addressed by having a 360-degree customer view with seamless information access in order to help customer anytime, anywhere using any device.
Know more about Salesforce Service Cloud – How Service Cloud is going to be a game changer for your business in 2019
Salesforce Field Service Lightning
Built on Service Cloud the world’s #1 customer service platform, Field Service Lightning enables service providers to transform every customer moment and optimize operations across the complete service chain all on one powerful integrated platform.
Why Salesforce Field Service Lightning?
Salesforce Field Service Lightning offers connected customer experience and is highly customizable. Apart from these, it helps you boost your field service workforce productivity, automate appointment scheduling, get real-time visibility, optimize mobile workforce allocation, manage jobs in the field using a smartphone, etc. In a broader sense FSL can help businesses;
Seamlessly connect with their customers
Service delivery tracking can be automated with the Dispatcher Console feature. Users can easily customize their dashboard view to a map or a Gantt chart and can get real-time job alerts.
Deliver guided mobile experiences
Mobile employees and field service agents can share job updates, access knowledge books, view and update van stock or hub inventory, and generate service reports using Field Service Lightning mobile app.
Enable intelligent work
Workers can schedule appointments as per priority level and optimize jobs in order to pass on a particular service request to the right agent. With Salesforce Platform, standard and custom objects can be integrated with work orders.
Offer intelligent customer experiences
Any third-party systems can be integrated and with the power of IoT, field service agents can be empowered to take quick actions in order to deliver intelligent customer experiences. Field Service Analytics will help to identify trends and problems early to optimize the mobile workforce.
CEPTES, a Salesforce Silver Consulting Partner, with over a decade of expertise in delivering end to end, integrated Service Cloud solutions, can help you optimize your field service operations implementing Field Service Lightning to deliver enterprise-level on-site services. Get in touch with us to learn more.