Empowering the Field Service Workforce: New Age of Service with a Salesforce Edge

The field service domain is undergoing a profound transformation. Long insulated from the digital revolution due to the inherent outbound nature of their roles, field service professionals have often operated in traditional environments. Yet, the wave of smart devices and cloud technology’s ubiquity has integrated them into the digital ecosystem. Today, equipping these workers with technology to enhance their unique, on-ground interactions with customers is not just possible, but needed to give your company an advantage over the competition. Salesforce makes this possible, and Sikich clients are realizing it.

The modern field service role is multifaceted. As brand ambassadors to your organization, field technicians need tools that match their evolving responsibilities. Salesforce’s Field Service offers a suite of features tailored for the modern field service workforce, which is poised to redefine and elevate the field service landscape, ushering in a future where every on-ground interaction is not just a service call but a value proposition.

Understanding the Field Service Evolution

The nature of field service roles has evolved. As Taksina Eammano, Executive Vice President of Salesforce’s Field Service division, explains, these aren’t just about technicians servicing equipment anymore. The spectrum encompasses insurance claims adjusters, home healthcare experts, and many others who engage with customers directly at their premises. With the surge in on-site service deliveries, the importance of these roles in shaping customer experiences has never been higher.

Field Service Leverage: Beyond Repairs

At its core, Salesforce is both a catalyst and a tool. Incorporating Field Service elevates the productivity of the service agent and field technician beyond, mundane tasks such as capturing data points, checking warranty statuses, or re-ordering parts. Not only can these touch points be accelerated, but they can operate in unison to create an experience for the customer that leads them to view service appointments as exactly that—service. From an operational side, this efficiency ensures that technicians can dedicate more time to what truly matters: advising and assisting customers. The pivotal question, as Eammano puts it, is how we can enable these professionals to be not just repair experts, but also value-driven consultants on site.

Broader Business Implications

The digital era connectivity is ushering in a paradigm shift where businesses are not just selling products but experiences. The Everything-as-a-Service (XaaS) model exemplifies this transformation, promoting prolonged, value-based customer engagements. In this revamped framework, a field technician’s duty goes beyond mere maintenance. They become custodians of the customer’s success, ensuring holistic solutions.

Operational Metrics: A Rethink

The success metrics of yesteryears may not serve today’s evolved field service roles. Where efficiency was previously gauged by speed, today’s metrics must encompass customer satisfaction and value delivery. Organizations are starting to recognize this. Just as call centers have started to prioritize customer outcomes over call durations, field service must realign its success parameters.

Salesforce Field Service: A Comprehensive Solution

Salesforce’s Field Service offers a suite of features tailored for the modern field service workforce. From creating detailed profiles for field workers, dispatchers, and agents to setting up multilevel service territories and tracking inventory, Salesforce ensures seamless field operations. The platform also introduces a dynamic scheduling console, an advanced scheduling optimizer, and a mobile app designed for offline operations. This comprehensive approach ensures that field technicians have real-time access to information, unhindered by external factors like gloved hands or sun glare.

Moreover, the pandemic underscored the power of remote assistance. Salesforce’s “Shift to Scale” concept encapsulates this transformation from intensive on-site visits to efficient remote consultations and self-service channels. The result? Enhanced efficiency, reduced costs, and an augmented customer experience. Yet, as channels multiply, so does data. Harnessing this data and discerning meaningful patterns becomes crucial, emphasizing the role of AI in contemporary field service operations.

Salesforce, with its customer-centric solutions, is poised to redefine and elevate the field service landscape, ushering in a future where every on-ground interaction is not just a service call but a value proposition. A few examples we at Sikich have seen are:

Preventative Maintenance Efficiency

• Enhance customer relationships and revenue by offering preventative maintenance support.
• Decrease costs and disruptions by scheduling timely maintenance, preventing costly repairs.
• Utilize mobile app access to entitlements and contracts for on-the-go management.

First-Time Resolution Success

• Boost revenue and customer satisfaction by increasing the first-time fix rate.
• Equip technicians with necessary parts and information through synchronized parts lists.
• Provide step-by-step instructions and support articles for efficient problem resolution.

Efficient Equipment Installation

• Maximize customer value with prompt and efficient equipment installation.
• Manage dispatchers, field technicians, and service managers on a unified platform.
• Offer responsive service for various cases, from HVAC to solar panels, using real-time field visibility.

STILL UNSURE? WE CAN HELP!

Have you been considering Salesforce Field Service for your insurance or manufacturing firm, but still aren’t sure if it’s the right fit? Contact Sikich today and let our Salesforce product experts guide you to a solution that aligns perfectly with your business needs.