Customer Service is as important a part of business and customer journey as Sales and Marketing are. To ensure a wholesome customer experience, she or he needs to be served end-to-end. Only then can customer delight manifest as a hallmark of your business and to the envy of your competitors. Also, your service team comprises of a sizable portion of your employee base and must be engaged and incentivized in order to deliver excellent service to the customers, and achieve work satisfaction themselves.
Your field service operations are critical to the health of your overall customer service function, and employee stakeholders such as dispatchers, agents and mobile workers need to be empowered to raise the bar of their respective processes. Salesforce presents Field Service Lightning (FSL) as a CRM-on-cloud dedicated to the cause of imparting agility and efficiency to your field service operations. And we all know that with agility and productivity come a higher level of service and product quality. We take a look at how FSL equips you and your field service team towards delivering service excellence and thus ensuring customer success.
To begin with, FSL lets you deliver fast and intelligent field service as your entire service workforce gets connected on a single unified platform. Your mobile workers get their work done first time right as a result, and with AI-powered scheduling and resource optimization, job scheduling, van inventory, knowledge base and more, you get real-time access to what you and your customers want with or without internet. You can quickly create work orders from anywhere with FSL, and track SLA compliance with pre-defined milestones. Work orders are integrated with all customer-related objects including accounts, contacts, cases etc.
With FSL, you can optimize work schedules and assign jobs in an intelligent manner. Your customers can book service appointments from the console or the community in an instant manner, and with smart scheduling and work / resource allocation on the part of FSL, your customers stand delighted while your employees stay both happy and productive. Same goes for allocation of resources such as inventory, parts, equipment and transport. Effectively, operational bottlenecks are minimized while your systemic agility and service quality gets maximized.
FSL also lets you leverage upon the power of Einstein AI to augment the rate of first-time-right work. The vision feature of Einstein AI lets mobile workers use image recognition to identify the precise product part to be repaired or replaced. The image not just gets you the name of the product part, but also the right set of steps and knowledge / information for technicians to provide faster and smarter service to the customers.
With FSL, you can manage your entire set of work from any mobile device and you don’t even need a constant connection to the internet. The FSL mobile app delivers job schedules, Einstein AI, visibility in to van stock and inventory, knowledge base, and real-time on-the-go opportunity for collaboration, regardless of mobile connectivity. Most promisingly, this mobile app can be customized to feature what exactly your mobile workforce wants.
Last but not the least, FSL lets your entire service team make smarter decisions with the help of associated analytics features. Your managers and dispatchers get easy and real-time visibility in to operational performance and key metrics therein. All in all, Field Service Lightning makes for an indispensable cloud solution for your field service team. Salesforce.com is a proven CRM-on-cloud solutions provider that has established its reputation over the past many years as a reliable customer service facilitator with not just the FSL cloud offering, but also dedicated clouds for all major business functions.
ABSYZ is a trusted Salesforce partner that has extensive experience in consulting, implementation and support of FSL and many other Salesforce clouds for businesses across industries.
To learn more about how ABSYZ can help your field service teams make the most out of FSL, contact us.
