Field service automation has revolutionized business operations, delivering numerous benefits to organizations, from improving customer satisfaction to optimizing operational efficiency. Salesforce has kept pace with these advancements. Your Field Service Management Software is an invaluable tool with several automation capabilities for field service operations, including asset management, work orders, inventory, scheduling, and dispatch. Using this software for field service automation not only eliminates tedious, time-consuming tasks, but also facilitates decision-making based on real-time data, helps reduce costs and positively impacts the customer experience. Let’s dive right into the topic!
What is field service?
Field service encompasses operations carried out by workers outside your company’s facilities, including services, maintenance, repairs or on-site installations. These tasks usually involve trips to clients or other locations where the physical presence of workers is essential to execute the assigned tasks. The most common activities include equipment repairs, product installations, preventive maintenance, inspections, technical assistance, among others.
Nowadays, with the constant development of technology, companies that perform field service need to optimize their process. Receiving customer requests, assigning appropriate technicians, preparing the necessary tools, and locating them in the warehouse are just some of the tasks required to provide their service. In the past, these tasks were often managed with a “pencil and paper” approach. However, with the growing demand and digitalization of society, this process must be optimized. To meet this need, field service automation was developed.
What is field service automation?
As the name suggests, field service automation involves the incorporation of technology, including AI, into the management and optimization of field service operations. It is no longer one person’s responsibility to schedule and dispatch field workers, track the location and status of tasks, manage inventory and assets, and more. Instead, these tasks are handled by an automated technological system that enhances the company’s efficiency. In essence, field service automation optimizes company operations and reduces repetitive, time-consuming processes.
Salesforce Field Service Management Software
Field Service Management Software is a platform that helps efficiently manage service operations in the field. It enables you to assign field workers, optimize routes, manage inventories, and offer real-time support. Additionally, it facilitates communication between field and office staff, enhances customer experience and provides analytics for informed decision-making.
The results are clear: since field workers can quickly serve clients, 84% of decision-makers report significant returns on their investments. Likewise, of the 96% of organizations with high-performance Field Services that use this software, 90% report greater agility, 55% report higher productivity, and 53% report higher job satisfaction.
Automation Features for Field Services in Salesforce
What makes field service management technology promote operational efficiency? Artificial intelligence (AI) and automation are the pillars that drive this success. 78% of high-performing field service organizations use AI, while 83% use workflow automation, compared to 59% and 68%, respectively, of all other organizations.
In other words, Field Service Management Software integrates powerful automation tools that elevate mobile service to the next level. Among the main functionalities are:
Case and ticket management
Thanks to the rapid development of technology, companies providing field services have perfected their process. Handling customer requests, assigning suitable technicians, and preparing necessary tools are actions vital to ensuring quality service. While manual methods were once commonplace, the rise in demand and digitalization have made optimization essential. To meet this need, Salesforce developed Field Service Automation.
Smart routing
It is easy to understand that efficiency in field services hinges on correctly routing agents based on their skills, location, and availability. The tool we present today excels in accomplishing this while also providing necessary resources for each operation. This capability not only optimizes routes but also enhances operational efficiency.
Access to customer information
Automation, coupled with AI, enables instant transcription of voice conversations, saving time and eliminating the need for customers to repeat themselves. In fact, 90% of mobile workers believe they can deliver the same level of customer service as contact center agents, accessing the same information while in the field.
Automation of inventory and asset management
Having the necessary tools, parts, and supplies, initially in inventory and then in the hands of the agent in the field, poses significant challenges. However, these features simplify the process, reducing costs and interruptions. The latter could also impact the final customer’s perception of professionalism of the service.
Integration with mobile applications and IoT devices
Collaboration among the client, the office and the field agent, all aligned “on the same page”, becomes a reality this new Salesforce product integrated with mobile applications. Furthermore, real-time interaction with IoT devices facilitates swift resolution of interruptions.
Advanced reporting and analytics
A key success factor for Salesforce has been the exceptional quality of its reports and dashboards. When high analytical capabilities are added to this, the results can be astonishing. From forecasting the amount of the electricity bill, to diagnosing the technical status of electrical equipment or issuing critical messages – like alerts regarding low medical oxygen coverage for a patient – the possibilities are extensive.
Knowledge management
Knowledge is the most critical intangible asset of any company. When placed in the hands of field agents, it grants them easy access to standard operating procedures and solutions to common problems. Continuously enriching this knowledge serves as a guarantee for their professional training and enhances their image in front of the client.
Benefits of field service automation
Whether or not to adopt Field Service Automation in any of its editions depends on the cost-benefit ratio evaluated by each organization.
The advantages derived from its adoption include internal benefits for the company, others linked to agent management, and, of course, many for clients. The company improves its economic and operational efficiency by reducing response times and errors of all kinds. Optimizing routes and routing to agents generates a significant advantage. Agents experience greater security and support, both commercial and logistical, during their contact with clients, thus improving their experience precisely during an episode that may not be pleasant.
The automation of field services is a solution that is more than necessary in today’s business landscape. Salesforce understands this and, therefore, offers a wide range of functionalities in this area that aims to help companies improve operational efficiency and offer exceptional service to their customers. By leveraging technology, companies can transform their field service operations and stay competitive in an ever-changing market. If you want to delve deeper into this topic, you can contact the SkyPlanner team at hello@theskyplanner.com. We will be happy to collaborate with you.
