Customers expect the same from their services as technology transforms our world. This is both exciting and overwhelming for organizations with field service operations. It’s a chance to provide high-quality and efficient service and stand out in an increasingly competitive market. Many organizations, on the other hand, are having difficulty doing so.
Typical field service management issues
Managing field services has traditionally been a complicated and inefficient process. Salesforce Lightning Services managers and technicians have faced numerous challenges, from logistics to performance analysis.
Logistics are becoming more and more complicated.
Managing a field service team with managers, technicians, and customers is challenging. It entails keeping lines of communication open at all times, setting customer expectations as early and accurately as possible, and anticipating changes in time or resources. A single blunder can jeopardize the entire operation.
Data that isn’t centralized
Managers and technicians need a way to effectively organize and share information from when a work order is issued. Collaboration in most organizations means siloed paperwork and a lot of it. Not only does paperwork stifle open communication, but it also reduces technician productivity and service quality.
Ineffective time management
Time is of the essence for those delivering services on a tight schedule. If a technician discovers that a job will take longer than expected, they must be able to communicate this to the customer as soon as possible to help manage expectations. An unexpected lapse in time has ramifications for the day-to-day schedule and the customer’s perception of the service, and, ultimately, the company.
There are no performance indicators.
Managers are unlikely to want to sift through more paperwork to understand their team’s performance at the end of the day. Access to this data, on the other hand, can assist in identifying inefficiencies, identifying opportunities, and improving the overall customer experience.
These challenges can seem impossible to organizations currently relying on inefficient or clunky systems. But, rather than being overwhelmed, now is the time to be ecstatic.
One of the most critical aspects of the customer experience
Fortunately, due to an increased demand for high-quality and efficient services, field service management technology is growing exponentially.
According to a recent report, the field service management market is expected to be worth $3.52 billion by 2019. According to Salesforce’s State of Service 2017, 68 percent of service teams believe technicians are critical to customer experience strategy, and 68 percent of teams are now focusing on providing a consistent experience across all channels.
This is fantastic news for companies that manage field service operations. Not only is the market developing solutions to common problems, but businesses also realize the importance of Salesforce Certified Field Service Lightning Consultant in customer experience strategies.
Customer service experience is more important than ever. If a company cannot break free from its inefficient and broken processes, it will be left behind.
Introducing Field Service Lightning
Is there a solution currently to address these common challenges of field service management, such as increasingly complex logistics, a lack of centralized data, inefficient time tracking, and no performance metrics?
Are you getting excited yet?
Salesforce Certified Field Service Lightning Consultant, part of the Salesforce Service Cloud product suite, enables field service teams to overcome these and other challenges.
Field Service Lightning eliminates any bottlenecks caused by shifting time or resources by optimizing schedules and assigning jobs to maximize productivity. Its innovative scheduling feature ensures technicians are automatically assigned to the appropriate jobs based on time, location, and other defined business rules.
Say goodbye to paperwork as well. Salesforce Lightning Services is a fully mobile solution that gives everyone, regardless of location, access to secure customer data at all times.
Field Service Lightning Consultant also includes analytics, allowing managers and technicians to see what’s working and what isn’t in real-time. These analytics give teams insight into critical metrics like workforce utilization, travel times, and first-time fix rates, allowing them to optimize processes, improve performance, and increase productivity.
Salesforce Field Service Lightning: 5 Ways to Improve Customer Service
Every service organization strives to provide the best possible experience to its customers. The capabilities of your field employees have a significant impact on the customer experience. Cloud-based tools, on the other hand, can help you improve your customer service. Service Cloud members can equip their service personnel with tools that keep them connected with Salesforce Field Service Lightning Consultant From mobile workers to dispatchers, everyone can help increase sales by providing better customer service. Here are five advantages to using Salesforce’s dynamic tool.
1. Boost productivity.
Your service team is slowed by a lack of monitoring caused by disconnected customer relationship management systems. With live job viewing and management capabilities, Salesforce Field Service Lightning Consultant enables your workforce to deliver faster, more innovative service on a single platform, increasing efficiency. Dispatchers, for example, can use the map feature to see real-time service delivery and receive alerts about service issues, allowing them to address the problems as they arise.
2. Enhance communication
Enhancing the customer experience requires effective communication. Your service team may be set up for failure and embarrassing mistakes if your dispatchers lack a true connection to your mobile employees. Salesforce Field Service Lightning, on the other hand, seamlessly connects your teams with real-time communication tools like Live Agent web chat and email integration.
3. Take care of complicated assets.
Keeping track of product descriptions, line items, SKU numbers, and other essential product data can be difficult when your customer offers hundreds or thousands of products. That’s why, to propel your sales forward, you need the right tools to organize a complex system of assets. Salesforce Lightning Consultant plays a critical role in achieving this objective. You can use the Advance Assets feature to keep track of data from all of your clients’ products. You can also use asset hierarchy to make identifying asset parts for repair needs easier. It allows you to track products made with multiple components in one place, making data management and customer satisfaction easier.
4. Provide mobile assistance.
Advances in mobile technology and the widespread use of smartphones have increased the demand for mobile support. More businesses use mobile devices than ever before. You can use mobile capabilities to improve business processes and the customer experience. Field Service Lightning Consultant enhances customer service by allowing on-the-go employees to access work orders and change requests from almost any device. Service technicians, for example, can automate processes by utilizing the Salesforce1 Mobile App, which provides a comprehensive range of field activity support.
5. Make dynamic scheduling easier.
Waiting to be served is a common source of frustration for customers. Customers become irritated and leave when appointments are missed or are not kept. That is why, to improve customer service, you should use a tool that allows for dynamic scheduling. Field Service Lightning’s Smart Scheduling app in the Lightning Console helps your service team intelligently coordinate service appointments with instant booking. Appointments can be automatically assigned to the best technician for the task based on business rules, time, location, and skills to boost productivity even more.
Conclusions
When you use Salesforce Field Service Consultant to improve your service capabilities, you’ll be able to increase efficiency, improve communication, and manage complex assets while providing a personalized customer service experience with agility and ease. If you’re thinking about implementing Field Service Lightning or want to learn more about whether it’s suitable for your team, reach out to a Salesforce Lightning Consultant expert who can help you get started providing efficient, streamlined service to your customers.
