How Salesforce FSL is redefining field service operations

How Salesforce FSL is redefining field service operations Field Service Lightning (FSL) connects your entire workforce on a single platform and empowers them to deliver better on-site service. With this AI-powered field service solution, you can enable your field technicians to improve the first-visit resolution, enhance employee productivity in the field and automate appointment scheduling. By using field service lighting management, you can also manage schedulers, dispatchers and technicians more efficiently. The FSL solution provides you with tools and features that give real-time visibility into your field operations, optimizes mobile workforce allocation and keeps customers updated at every step. Now, companies can not only access field job schedules, knowledge articles and fleet inventory with or without the internet but can supervise the entire workforce on the same platform.

Challenges faced in field service management Isolated departments

Improper resource allocation

Field service technicians often face difficulties in delivering the best on-site customer experiences due to a lack of communication between concerned departments. The disconnection of service teams and department processes results in lower employee productivity, an increase in costs and customer dissatisfaction.

Time management and resource allocation play a very important role in providing effective field service. In the absence of proper service management software and connected systems, companies have to manage time and resources manually. This often leads to poor sourc ing of technicians, random task assignment and improp er inventory tracking resulting in errors that incur high costs and improper use of resources.

Separated from CRM

Absence of mobile support

Employees are not connected to all the data that they might require to resolve service issues rapidly. Most of the time, they get stuck in paperwork, emails, spreadsheets, etc. for sorting the required information. Such obsolete processes are not easy to scale, and they make it difficult to secure information. These processes don’t provide clarity into where technicians have been assigned and cannot pull or analyze data to make crucial decisions.

The rigidity of traditional platforms makes it difficult to keep a balance with your rapidly changing business. They are also not capable of enabling employee association throughout devices, which makes it tough to keep the right tools in your technicians’ reach.

Salesforce helps to overcome such challenges easily With Salesforce Field Service Lighting implementation, you can overcome all these challenges and enhance the level of your services. It interconnects the departments to have better coordination, helps you to allocate your resources properly and connects your employees to the CRM to access the data that they require to resolve issues quickly. Also, Salesforce FSL services enable you to collaborate with your employees easily to provide better outcomes to customers. Unquestionably, Field Service Lightning is the best tool to deliver the finest customer service during on-site interactions. FSL also helps you to: • Generate work orders • Send the right field technician for the job • Monitor performance in the field • Provide a 360-degree view of the customer to technicians

Six ways FSL helps to streamline field service operations across various industries Generate and track work orders Field service management with Salesforce FSL can help you to create work orders and plan truth-based appointments quickly from the Service Console. Work orders can be linked to accounts, contacts, entitlements, cases or service contracts which you can access via an FSL mobile app. This keeps the employees aware of what they need to do and when. Get excellent asset management With Salesforce FSL’s multi-tiered asset hierarchy, you can manage complex assets and track information as well as gain insights about all the customers’ products. Moreover, by using this technology you can leverage asset hierarchy to track several products in one view. Also, the field technicians can easily identify which part of an asset needs repair so that they can deliver faster service. Handle jobs in real-time The FSL dispatcher console enables dispatchers to easily monitor and manage their mobile workforce in the field. This helps to enhance the competency and productivity of field workers while they are in the field. Additionally, the supervisors can view all the appointments, allocate appointments to the correct resources, view alerts, track the status as well as monitor service delivery in real-time. Optimize schedules and assign jobs intelligently With FSL’s intelligent mobile service, jobs are automatically assigned to the right resource with intelligent scheduling capabilities. While assigning jobs to workers, various factors are taken into consideration like time, skills, location, set rules, etc. It also has features for tracking staff, equipment, and trucks to make sure that the right parts and resources are accessible to workers for the jobs. Easy access to information FSL mobile app enables technicians to access crucial information, irrespective of connectivity. It uses automated processes to help workers in field activities like sending and receiving real-time updates regarding jobs, handling work orders and accelerating manual administrative work. It also enables field technicians to: • Generate reports • Access knowledge articles • Update parts requirements • Capture signature of a customer

Make smarter decisions The Salesforce Field Service Analytics provides real-time visibility into operational performance and KPIs. This feature enables you to drill into all the data from multiple systems, address customer complaints and prevent problems in the future.

Summary

These are just a few advantages of implementing Salesforce Field Service Lightning. The FSL application can be customized to meet the objectives of your organization like urgency, minimum overtime, ideal resources, skills, and least travel depending on your service objectives. All in all, this solution minimizes the complications of providing field service by meeting business objectives to maintain customer satisfaction and your organizational goals. • • • •

Automatic real-time updates Guided instructions Centralized knowledge hub One-click scheduling optimization

How partnering with a service provider makes FSL implementation easy At Softweb Solutions, we have a team of certified Salesforce FSL specialists who remain updated on all product changes. We have an extensive experience in delivering Salesforce services and solutions and have helped many clients implement and integrate FSL. For the most effective implementation, we consider all the factors ahead of time and work with you to do all the essential planning and preparations. We ensure that you have the right data and time information in place to start using FSL effectively. To know more about Field Service solutions with Salesforce, please talk to our experts.

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