Posted By
Christopher Dabhi
on
20. March 2018 23:03
How does Salesforce Field Service Platform increase servicing revenue for your company?
CRM Salesforce, along with its Field Service Lightning App, is drastically improving the field-force productivity in the industry. Built on the Salesforce Service Cloud, it helps companies streamline operations to improve their servicing efficiency metrics and profits.
Here are a few key features of the platform we think are helping companies to achieve such great results,
CONNECTED
Combined with company’s existing Salesforce CRM, it is the smartest field force integration system that connects customers, customer support agents, field service dispatchers, IoT devices and field service agents seamlessly. It addresses the biggest problem with the legacy mobile-report management systems that were working in silos, segregated from the rest of the processes in the organization. This often resulted in an increased expenditure with little synergy with the employees & processes.
INTELLIGENT AUTO-SCHEDULING
Smart scheduling and assigning capabilities in this application with the following features enable organizations to optimize their resources in multiple ways:
- Automated task scheduling and assigning based on agent’s availability, locations & skillset-matching is the biggest step towards servicing automation.
- Salesforce Field Service is a SLA driven system is so efficient that it divides the task into milestones & analyzes who among the team members is the most capable in terms of skills to resolve each step.
- When the dispatcher opens his/her console, the newly assigned tasks are displayed by the Kanban methodology and color coding showing the different stages of execution visually.
INCREASING FIRST-TIME FIX RATES
One of the key metrics to measure the efficiency of the servicing segment, the First-Time-Fix Rate has drastically increased in most cases with the implementation of Salesforce Field Service Lightning by:
- Putting in the right skills at the right time and place along with the power of a built-in knowledge system, first times fixes have increased.
- Customer service agents can upload the knowledge videos/ articles needed to support the assigned task that will help him/her solve the problem. This avoids the requirement of a second visit.
PARTS MANAGEMENT
Detailed information about any job deliverables, steps involved and equipment list can be found by clicking on the particular job on the Field Service app. Let us look at some of the features:
- The entire platform is connected to Salesforce CRM, the requirement fetches the inventory status of each part & alerts beforehand if any of the parts are missing.
- Presently due to human error, many times, the field-personnel realizes about missing parts after reaching the site, hence calling for a second visit SLA violation and increasing the cost to the company.
- Tracking parts is also possible by scanning barcodes of the equipment.
MOBILE
The field reporters have access to the entire platform on their hand-held mobile devices with amazing features:
- One can continue with the normal functioning of the app with or without internet. As soon as internet connectivity is back, all the unsaved work will be uploaded into the Field Service App connected with the Salesforce CRM.
- Customers can book their own appointments & Support Agents can control the entire process from the backend.
- Field agents out in the field driven by the auto-scheduler, can update the status of work-in-progress real time.
PERSONALIZED ON-SITE EXPERIENCE
Mobile-reportees have all the service appointments on their mobile app list with calendars and maps directing them when, how and where they should be for each appointment. As a whole:
- Any change in the appointment list is reflected instantly.
- Once the field-service agent reaches on-site, they are already equipped with all the parts & knowledge. They can collaborate with employees located in any other location for help on the same app as a continuous streamlined experience.
- After the issue is resolved, customer signature is captured and include in the work report that becomes ready to be shared with the customer and back office the moment the work is done without any further delay due to paperwork.
STANDARDIZING
Although the Salesforce Field Service App is a completely customizable platform meant for organizations where functions are decentralized, process streamlining is required for achieving the desired optimum results. This kind of standardization can be experienced with the implementation of the Field Service platform as the entire organization now has to follow the pre-set steps for their operations. Additionally, accountability of the employees increases as companies view the entire field-staff presence on the map, task status & entitlements real-time.
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