Connected Field Service Best Practices for Customer Transformation

Connected Field Service Best Practices for Customer Transformation

By: Ravi Dhote

Publish Date: October 21, 2021

Challenges in Managing Field Services:

Field services help organizations manage work tasks of any kind that has to be performed on-site. Field service is a collaboration between different people with different expertise and knowledge. Nowadays, every company wants to be a game-changer in providing NextGen Services as customers expect customer service to be an enhanced, agile and smooth experience faster, whether delivered over the phone or on-site.

Managing field services distinctly faces multiple challenges.  Companies are unable to deliver the best customer experience without having a 360-degree view of each customer.  For providing the best customer experience and convert customers into loyalists, companies need accurate insights into the customers.  Companies need to be very assured about what customers are looking for to deliver the best services with fast and first-time case resolutions.

Following are the significant challenges highlighted:

  • Unable to get the complete customer view
  • Work Order Management
  • Real-Time Communication
  • Lack of mobile support
  • Lack of integration with CRM
  • Poor resource allocation

At Yash, we were approached by one of the leading manufacturing organizations to facilitate them in tracking and managing their inventory and other business processes. We lead the required integration of the Salesforce hosted ServiceMax field service management solution.

Best Practices to Adopt:

Earlier, the reputation of field service was poor from a customer perspective due to issues such as technicians arriving late not having the appropriate tools, and limited expertise to solve the issue.

In the future though, service providers will have to put an extra effort to meet or exceed the customer expectations to make their experience the best!  At Yash, we implemented the Salesforce ServiceMax application and built the required interfaces in ServiceMax, for integrating it with the client’s SAP enterprise management landscape.  Some of the best practices based on the Field Service solution implementation are below.

  • Send the expert service technician, with appropriate tools and parts, on time, every time
  • Remote access to schedule, reschedule, and cancel an appointment
  • Showcase the results of what customers can expect at the time of booking an appointment
  • Provide the tracking details of the technician, so they know where the technician is and by what time he will arrive
  • Maintain transparency on everything, like when the job will be done

Specific customers need field services regularly; it could be either for the product’s lifecycle or maintenance. Such customers want you to offer up appointment slots, do the heavy lifting by automating service reminders, and offer their preferred communication platform.

With one of our esteemed clients, Yash automated their workforce optimization, advanced scheduling and dispatch, parts, logistics, inventory, depot repair schedules functions, and business reporting schedule. This automation empowers them to maximize customer satisfaction, retain customers, and boost profits. Imagine your field service team delivering that customized and tailored experiences!

The Salesforce Field Services Application gives manufacturers full access to manage on-site jobs to your mobile workforce.  It helps to improve the first-visit resolution by delivering mobile employees with the best mobile solution that provides job schedules, Einstein AI, knowledge articles, van stock and inventory, and real-time collaboration, all while they’re on the way, regardless of mobile connectivity.  Manufacturers can get the customized app to provide their mobile workforce with exactly what it needs.

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