Salesforce Field Service

Salesforce Field Service Management

In the era of the connected customer, delivering a superior, end-to-end customer experience has never been more important. In fact, according to the Customers 2020 report, customer experience has overtaken price and product as the key brand differentiator.

Why Salesforce Field Service

To put it simply — the future of business success relies on providing superior customer service. According to Gartners’ Magic Quadrant for Field Service Management, assumptions are, that by 2020;

• 70% of organisations will cite customer satisfaction as a primary benefit derived from implementing field service management, up from approximately 50% today.
• 10% of emergency field service work will be both triaged and scheduled by artificial intelligence.
• Over 40% of field service work will be performed by technicians who are not employees of the organisation that has direct contact with the customer.
• More than 75% of field service organisations with over 50 users will deploy mobile apps that go beyond simplified data collection and add capabilities that help technicians succeed.

Applications of Salesforce Field Service Management

Salesforce Field Service Management Solution helps the organisation to streamline operations across the entire service chain, such as:

• Customer: Can book a service appointment anywhere, anytime
• Service Agent: Get a complete view of the customer, schedule the service work order from any case
• Dispatcher: Optimise job scheduling based on business rules thereby improving utilisation and overall response time
• Field Technician: Service and report on service tasks on-site from any device.

How to implement field Service management

Salesforce Field Service management solution empowers your field service engineers/personnel to effectively and efficiently resolve customer issues or queries, at their very first attempt. Integration with the back ERP solution is one of the most important driving factors for achieving and managing van stock inventory, booking time, and expenses. This also enables field service engineers/personnel to cross-sell and achieve true Service led Sales.

Our Salesforce field Service consultants have end-to-end solution expertise, including SAP integration, which is the key requirement for the success of Salesforce field Service implementation.

We have implemented one of the UK’s first Salesforce Field Service Management solutions using Salesforce Briefcase functionality which enables true offline mobile field service management solution.

To know more about our Salesforce Sales cloud offerings, please visit Salesforce Sales Cloud offering. You can also refer to Salesforce Service Reporting Suite and Salesforce Service Cloud here.

Please watch the video below:

Have a look at how a day in the life of a service team is transformed through an easy to use cloud deployment – with an average ROI 10 within months.