In the era of Digital Transformation, Customer Experience (CX) is the new battleground, and delivering superior CX has never been more important. In fact, according to the Customer 2020 report, Customer experience will overtake price and product as the key brand differentiator by 2020. Companies that deliver better brand experiences achieve higher customer satisfaction rates, reduced customer churn and increased revenues whereas poor customer service is more expensive than you can imagine. According to New Voice Media, $62 billion is lost by U.S companies alone each year due to poor customer service. Furthermore, the RightNow Customer Experience impact report reveals that a staggering 89% of consumers have stopped doing business with a company after experiencing poor customer service. Customer experience being the game-changer in today’s digital world, it is critical that businesses be equipped to deliver what customers expect, especially when it comes to Field Service Management. Read on to find out the top challenges of Field service management and how the Salesforce’s fastest growing product – Field Service Lightning helps deliver personalized, smarter, faster service that transforms customer experience like never before.
What is Field Service Management?
Field service management enables businesses to manage work tasks of any kind that need to be performed on location. Field service is a collaboration between parties involving
• The customer – makes the service request
• The agent – receives the service request and then generates a work order
• The dispatcher – ensures that the right work is assigned to the right employee based on the expertise, schedules, location among the others
• The mobile employee – receives the work order and makes the on-site visit to resolve the issue
Salesforce Field Service Lightning – Delivering seamless customer experiences
Field Service Lightning (FSL) is a powerful tool from Salesforce Service Cloud to ensure that your business can meet rising customer expectations with profound customer insights. With Field Service Lightning, your company is fully equipped to deliver a connected experience in the field and close the customer experience gap. Launched only two years ago, Salesforce Field Service Lightning (FSL) is now the fastest growing product in the company’s history. According to Gartner’s Magic Quadrant Report 2017, Field Service Lightning has grown faster than any new product in the company’s history, with an estimated active user base of 15,000 to 20,000 as of June 2017.
How FSL works?
A customer service representative takes a call. He starts a service request which pulls up relevant customer information from the records automatically. Then the software looks for the closest field service technician or the one that is most skilled at solving the specific issue based on intelligent scheduling features. It could take into account crucial factors like customer location and priority of the issue as stated by the service rep.
Once the call is scheduled, the Field service coordinator can get a complete view of all the appointments on a map and communicate with the reps directly through text message, if required. As for the Field service rep, he has a smartphone app, which directs him to the next assignment. He gets a comprehensive view of the records and understands the issue before he walks in. He will be able to check in at arrival and check out when he leaves, and update customer record as needed from his mobile application.
The infographics below details the current state of Salesforce Field Service Management and how Field service Lightning provides the competitive edge
Since the Field Service Lightning was launched two years ago, there have been several updates to this feature that have enhanced Field Service performance. Read Salesforce Winter 19 Release Notes specific to Field Service Lightning.