Which Companies Can Benefit from Field Service?

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.

In case you missed them, read the previous parts here. In this article, we’re looking at which organisations and teams can benefit from the Field Service solution…

 

Which Companies Can Benefit from Field Service?

Field Service is ideal for organisations with team members on the road, providing customer service.

Typically, Business Services, Utilities and Energy, Healthcare and Telecommunications, and Manufacturing can benefit. We have extensive experience with each of these industries – you can read success stories throughout this blog series or in the eBook.

In these kinds of industries, there are many factors to consider – the location of the customer, the service and expertise required, the parts needed and the team’s schedule.

Initially, this scheduling can be done manually, however, as companies grow, the task becomes more complex. Without specialist software and automations, allocating and scheduling an efficient route with the right expert and tools for the job can be difficult.

If customers don’t receive the service on time, or the technician doesn’t have the parts or expertise for the job, it can heavily impact customer satisfaction.

In a business where engineers or technicians are out delivering a service, these are the typical roles that use the platform:

Service Agents

  • When a customer gets in touch, they speak to a Service Agent first. They can either offer a resolution for the customer’s issue or arrange a call-out.
  • In the Lightning Service Console, the agents will set up a customer “case”, and when a call-out is required, they create the “work order” which is what the dispatchers work with.

Dispatcher

  • They respond to the “work order”. It’s their job to send the right person for the task based on skills, availability and proximity to the customer.
  • The “Dispatcher Console” offers access to all the different pieces of information required to fulfil the work order.

Field Technicians

  • The team on the road. They are specialists who carry out the service, maintenance or installations for customers in each work order.
  • The Field Service Mobile app enables the team to update the work order status and provide details on the go.

Service Managers

  • This team has an overview of what’s going on – they review the volume of call-outs, the efficiency of service and customer satisfaction.
  • They can achieve all this through the reports, views and analytics available within the Salesforce platform.

 

“Working with Simpala has been a pleasure. Their team is highly professional and consistently responsive. It’s reassuring to know that we have their support whenever we struggle using Salesforce. Their proactive approach ensures that we always have a reliable team covering our back.” — Professional Services Client

 

Speaking from experience

Having worked with many customers in a variety of industries, we have noticed that it can be difficult to embrace the change from a legacy in-house system to a new and complex solution. Many engineers, for example, have their own personal ways of doing things that they feel more comfortable with. 

So whilst we know and believe in the benefits of Field Service, we also understand it can take some time to adopt a new approach. We’ll guide you through every step of the process. 

With this in mind, our next article is all about potential implementation pitfalls, and how to avoid them – read it here →

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.

Fancy a chat?