06 Mar Want to Improve Your Customer Experience? Focus on Field Service!
It can be difficult to manage company resources, especially if you are sending field service teams out to customer’s homes. When your teams have to leave company grounds, coordinating schedules, communication and overall efficiency can be a challenge.
Luckily, there’s a solution for field service companies.
Platforms That Enhance Field Service
Built on Service Cloud, Salesforce’s customer service platform, Salesforce Field Service Lightning, is an integrated solution for delivering mobile, frontline service for a variety of industries including construction. Optimized for use by service agents, dispatchers, mobile employees, and management, it provides a way to connect an entire workforce on a single platform to deliver service from any computing device.
Field Service Lightning features a Dispatcher Console that facilitates intelligent scheduling, a mobile app that enables real-time collaboration with techs and other team members, and a customer portal that affords the ability to self-schedule appointments and review appointment history.
The software also handles account management and work order management and allows users to manage and track maintenance plans, request parts, transfer inventory between locations, and track return of inventory.
Working from the console, dispatchers can book truth-based service appointments, with jobs automatically assigned to crews based on anticipated length of job duration with respect to open time slots and the skills, location and travel time of the tech or crew. Users can also integrate the company’s own business rules. The console is customizable with maps and Gantt charts and can show real-time alerts for jobs needing attention.
The Field Service Lightning Mobile app empowers personnel in the field to view appointment schedules, reach contacts and verify addresses; “chat” with other mobile workers, dispatch, and management; track stock and inventory consumed on jobs; track updates with push notifications; and view Knowledge articles that can aid in completing unfamiliar or complicated tasks. Service reports can be generated and customer signatures can be captured from any mobile device. Mobile app users can access and update information regardless of connectivity.
Onsite techs and repair personnel can also tap into Einstein Vision to access image recognition capabilities that immediately identify assets and parts in images. Users can utilize pre-trained image classifiers or train custom classifiers for specialized image recognition use cases, a capability that can help differentiate among similar looking parts and serial numbers of onsite equipment. The tech can take a photo of a part and the software will quickly identify the exact product type.
Field Service Lightning offers email integration with Outlook and Google Apps and allows integration with third party systems via Mulesoft (purchased separately), a platform for APIs and integrated assets that enables Field Service analytics snapshots and reporting to spot trends and anticipate problems.
Cross selling and upselling features include the ability to generate leads, quotes, and sales contracts and to identify additional sales opportunities and territory management that can help companies balance out their workforce and assign techs to specific areas.
The software includes a minimum of 1GB of data and 11GB of storage shared by all users, with additional data storage available.
Improving the Customer Experience with Field Service Lightning
Salesforce Field Service Lightning can help your company improve overall field service operations, and enable your field service technicians to deliver a seamless customer experience. The software is packed with many features and benefits that will help your team have everything they need at their fingertips and excel at their job. With powerful AI software on their side, your company can offer a seamless customer experience and get the job done efficiently.
Learn more about Field Service Lightning and how it can enhance productivity and effectiveness of your field service personnel and improve overall customer satisfaction.