A peek into the rapidly rising growth of Salesforce Field Service Lightning in the world of FSM solutions.
Post its launch in 2016, Salesforce Field Service Lightning quickly made it to the to the Gartner Magic quadrant 2017 as a challenger ( https://www.gartner.com/doc/reprints?id=1-4FMOL63&ct=170928&st=sb). Having worked with Field Service solutions for over a decade, it was no surprise to our team as to the reasons this new kid on the block was gaining traction fast with customers.
Field Service process is quite broad in its scope and has traditionally meant multiple software and hardware technologies working in tandem to deliver an end to end solution. The advent of cloud solutions in Field service revolutionised this space, giving customers a great opportunity to transform their Field Service applications for the new era.
Salesforce leveraged its intuitive design and highly extensible platform to come up with an easy to deploy and user-friendly Field Service solution, fully supported for the mobile, including offline access. For the complex Resource Optimisation features, they finalised an OEM agreement with Click software which helped them deliver a fairly extensive resource planning functionality in the early releases.
The testimony to the rising popularity of the product is that as per Salesforce, this product is growing more than any other product in the history of Salesforce (Source: Gartner report 2017).
The 2018 Winter and Spring releases continue to add many more goodies to an already feature-rich application like simplifying scheduling with Service Crews, flexible appointment assignment to service crews, Multiple signatures on service reports, scheduling work orders over multiple days, Asset hierarchy, Android app to name a few.
The rapid pace of development of this product coupled with ease of implementation makes it a very attractive proposition for customers looking to replace their old legacy Field service applications. This solution offers a one-stop shop for Field service, fully integrated with other aspects of CRM to deliver a truly omnichannel customer service. It also enables great user adoption given the easy to use and intuitive interface with a full offline mobile access.
Have a look at some of the features in our demo video https://vimeo.com/258646041.
Please watch this space for further updates.