RSMUS.comSalesforce offers customers a platform to improve their field service operations and automate and optimize processes for their field services workforce (such as agents, dispatchers and mobile workers). With this solution, your team can carry out essential field services functions such as scheduling and dispatch, route optimization, work order management, asset management, inventory management and resource management using a single platform that can be automated, improved and has centralized data for full visibility.
Salesforce Field Service Management provides many benefits such as:
Efficiency: service preparation, delivery and post-work activities can be scaled up for your mobile workers, giving them access to important customer data, asset history and service records before and during each job. Proper preparation enables workers to focus on onsite tasks and meet contractual terms consistently. Post work summary features using AI create accurate site visit reports enriched with customer and asset data and images from on-site activities.
Mobile-first: the Salesforce platform is ready for mobile use and the field service mobile app provides all the features needed for the mobile worker. Salesforce Field Service mobile app is also flexible and integrates with the rest of the Salesforce platform including Slack for easier collaboration. Salesforce also has offline capabilities so that work can be saved even if there is no Wi-Fi access.
Margin optimization: each truck roll can be costly and optimizing the scheduling and dispatch of resources should be prioritized. Dispatch management organizes your resources, including tracking skills and availability so that the right person can be assigned to the right appointment while optimizing resource allocation, minimizing travel time and adhering to service-level agreements. Forecast and planning tools maximize resource utilization while providing visibility into resource needs in the future.
Speed of Service and Payment: The ability to digitally transform the work order lifecycle, from creating, assigning, conducting to debriefing work orders, results in a streamlined process that reduces manual paperwork and organizes the data into one single view of the business and improves both the customer and employee experience. Being able to schedule an appointment through a chatbot 24-7, receiving a trip report right after a service appointment and receiving an invoice with convenient payment options can significantly speed up the whole field-service to cash lifecycle.
New business models: Getting real-time information on assets in the field enables a critical shift from responding to field issues to proactively maintaining and optimizing. This shifts expensive break-fix costs and customer downtime to maintenance service options that improve customer experiences and meet service-level agreements. Because the platform is flexible, integrations with on-site sensors for instance create an IoT infrastructure that generates significantly more value to the customer.
Extending the customer experience: With Visual Remote Assistance, real-time video can be used to address issues virtually instead of on-site. Connecting with experts online can guide them through each of step can address many issues much faster and with less expense. Self-service options also empower the customer to schedule appointments, receive real-time updates on their onsite visit and more in order to create valuable customer experiences with greater efficiency.
Salesforce Field Service Management is a comprehensive solution that enables customers to improve their field service operations and deliver exceptional customer experiences. By using a single platform that can integrate with your tech stack, companies benefit from a platform that increases efficiency, improves margins, transforms the customer experience, speeds service to payment and enables new business models. If you would like to learn more, we’d be happy to share how we’ve helped leading companies use Salesforce Field Service to modernize their field operations. Learn more about RSM Salesforce Field Service capabilities.
