-
May Yakub
Is your field service solution helping you grow, or holding you back? Many organisations successfully design, build and use their own systems for Field Service Management. However, after rapid growth, many in-house solutions just don’t cut it anymore.
Welcome to our five-part blog series on Salesforce Field Service. In each article, we’ll explore how this solution can save you time and money, and enhance that all-important customer experience. Find out which challenges it’ll solve, the benefits you can realise and some inspiring customer success stories.
We’re releasing one article a week, but if you’re keen to get all the content ASAP, you can read our full eBook: Playing the Field (Service) – The Simpala Guide to Salesforce Field Service right here.
So let’s get into it…
What is Salesforce Field Service?
Whenever you’ve had an internet technician at your house, fixing or installing your connection, that’s field service in action — the team members who are out and about, on the road, dealing with customers. As you might imagine from your own experience, effective field service helps improve customer satisfaction. It also reduces costs and can positively impact revenue when engineers are empowered to upsell.
Salesforce Field Service is a smart module, built natively on the Salesforce platform, that enables organisations to manage and optimise the process of sending out team members to various locations.
The solution offers tools and dashboards that effectively manage jobs, scheduling and a mobile workforce.
According to Salesforce research, 83% of mobile workers from organisations who use this kind of automation see the technology as a moderate to major benefit, enabling them to focus on their customers.
Here are a few things you can do with the solution:
01 – Resource Planning
Create resources to represent your technicians, dispatchers and contractors. You can add their skills, working hours, timesheets and location details.
02 – Service Territories
If your organisation works locally, nationally or globally, you can set up territories to represent the regions where your mobile workers provide services.
03 – Tracking
Track the location and status of your people, inventory, warehouses, service vehicles, customer sites and assets.
04 – Create Work Orders
Schedule one-time or recurring work orders (or, “jobs”) for customers. Add details about service preferences, required skills and parts.
05 – Planning & Templates
Create maintenance plans and work plan templates that you can reuse to ensure a standardised service for each field service task.
06 – Service Reports
Generate and share service reports with customers so they are kept in the loop about their service progress and completed work is documented.
Glossary
Work Order – you might use terminology like “job”. This is a request for one-time or recurring field service work. It includes the work type and all relevant information for scheduling the service appointment.
Work Plan – a set of prescribed work steps that guide frontline and back-office workers on how to complete a work order. It enables field service teams to complete assignments quickly, consistently, and with less guesswork.
Maintenance Plan – Defines how often maintenance visits occur according to a schedule or based on usage criteria. It will automatically generate work orders for future visits.
Read the Power Saving Solutions case study:
In Conclusion
With field service automation, you can focus on customer service while using the technology to improve efficiency and productivity when field service teams are out and about. Enhance your scheduling, dispatching, routing, asset service management, invoicing, communications, and more.
Customers want fast service, and expectations are higher than ever before. Field service can help you deliver on and exceed these expectations by enabling your business to respond faster and more effectively.
In the next article ,we’re exploring typical customer challenges and looking at how Field Service can help you.
Curious to find out how Field Service could drive success for you, too? Join us at the Salesforce Tower on Thursday, 22nd May, at our exclusive Field Service event. Hear firsthand from our customer, PSS, as they share their impressive success story, achieving project ROI in just 13 weeks. Plus, our Head of Delivery will reveal strategies to engage your entire team and promote ROI.
Don’t miss out – find out more here.
Why Simpala
As a specialist Salesforce partner, we are uniquely positioned to help your company leverage Field Service to its fullest potential. We’ve helped many organisations by tailoring the system to their needs and sharpening up previously long-winded or confusing processes.
Here are some benefits of working with us at Simpala to implement Field Service within your business.
A Tailored Solution: One size fits all doesn’t cut it for us. We take the time to understand your business and design a solution for your needs and requirements, and that gives you the best results, quickly.
Expertise and Experience: Our consultants have over 10 years of experience in Field Service. Whether it’s the initial setup, training and adoption or ongoing support, we have it all and can’t wait to guide you every step of the way.
Extremely Competitive Pricing: We price our work aggressively to ensure Field Service is accessible to many. Our goal is to provide exceptional value, and we help you do that without breaking the bank.
Seamless ERP Integration: Whether you need to synchronise inventory data, track job costs, or manage customer information, we can create a seamless integration that meets your needs.