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4 Benefits of Using Salesforce Field Service For Service Companies

by Natalia Monsalve | Dec 23, 2020 | Blog Post

Field Service Management (FSM) technology is an automated system that facilitates all field operations processes. Field service providers can plan orders and send the correct agent to the right place of work and monitor the vehicles using field service software.

Field service management is one sector that is undeniably rising. According to a study by Market Research Future, the global field service management market is expected to reach approximately USD 5.59 billion by 2023 growing at a 16.6% CAGR over the forecast period 2018—2023.

However, orchestrating a field service team is not a straightforward task. From arranging staff, generating work orders, tracking inventory, and resolving customer issues—it requires a lot of planning to make it work. In order to overcome these challenges, it’s essential for any company to request assistance from specialists who know about field service management technology.

Nevertheless, when a Field Service Management software has been well designed and implemented, it will enable you to develop and operate your field service activity in one single location. Developing reports showing your employees, setting up work order monitoring and inventory control will be easy tasks. Configuring a mobile app is also possible to make your mobile workforce a success. All these benefits and advantages can be achieved with the Field Service solution (formerly known as Field Service Lightning) from the world’s #1 CRM, Salesforce.

Some of the main benefits of FSM include:

  • Access to customer information from any venue
  • Decreased running expenses and fuel costs
  • Mobile staff management
  • Increased customer loyalty
  • Create and manage field service operation work orders
  • Access knowledgeable articles instantly
  • Ensure compliance with service level agreements
  • Integrating work orders with contacts, accounts, and more
  • Intelligent scheduling
  • Truck equipment and crew tracking and scheduling
  • Use on any sort of mobile device
  • Visibility into inventory
  • Manage job scheduling easily and efficiently
  • And more

We can summarize all Field Service benefits for Service Companies in 4 main areas:

1. Increased Performance

Many companies assign agents to the field from installations and renovations to professional services and routine maintenance. However, more than half of businesses still handle their field agents manually.

It is tedious and time-consuming to manage a company’s field operations. You don’t want to track and locate all the workers manually just because one customer was not served on schedule, or worse, the employee was sent to the incorrect place.

We all know time is money. Using Field Service will make the most of your agent’s time in the field with schedule optimisation. This system connects work orders with accounts, contacts, assets, cases, and other elements you entered as data in Salesforce.

2. Reduced Business Expenditure

With the freedom to work while mobile, employees will be more flexible and efficient. Completion of tasks, such as changing work orders and many others can be done while on the go. Job schedules are precisely allocated on the basis of skill, distance, location and other related factors; contributing to tailored service capabilities.

On-site payment requires no back-office billing to be handled. This increased performance leads to improved profitability and decreased prices.

3. Improved Customer Loyalty

In the case of an emergency, Field Service also aims to solve problems more effectively by remotely tracking personnel and instantly assessing and allocating resources.

These capabilities of Field Service improve customer loyalty by encouraging businesses to have quicker service response and decreased downtime. In addition, smartphones can be conveniently incorporated with this software, which simplifies information exchange between central offices and local employees.

Even in-person visits can be reduced by providing virtual support. Customers can automatically schedule calls and videos through a client portal.

4. Better Communication

It is very common for field service companies to struggle with managing customers and their employees because of the dynamics of the business.

This requires a great deal of collaboration between various departments and, as a result, these companies need to ensure that their office staff can efficiently exchange customer data and communicate with field teams.

Implementing a CRM that is integrated with field service software will simplify these processes and ensure a seamless communication experience for employees and customers.

Because Field Service can easily be integrated with smartphones, it streamlines the flow of information between central authorities and field workers. Even while offline, the team performs critical work effectively with the Field Service App.

In Conclusion

We believe the benefits of Field Service are evident. It’s a bundle that quickly converts the Salesforce CRM into an agile business tool for an emerging service industry.

Due to the growing industrialization, FSM software is rapidly being used by service companies.

However, the lack of experience in FSM technology is one of the factors restricting its development. After its implementation, proper training provided by a team of experienced and certified developers and administrators is essential to help your staff learn to use, modify, and maintain your system. That will take your company to the next level.