Delivering top-notch customer service is vital for businesses whose delivery system has a major dependency on field service operations. However, many businesses are still relying on obsolete systems for business management which often leads to lack of coordination between teams resulting in substandard customer service.
To streamline the workflows and to boost productivity, businesses should move towards advanced Field Service Management Solutions. Salesforce FSM Software is one such tool that enables firms to streamline field operations and deliver services quickly. Its automated processes and AI-powered analytics help in job scheduling, coordination, and monitoring allowing firms to maintain a high level of customer service.
Implementing a Field Service Management Solution enables businesses to manage day-to-day operations in a much better way. Here are a few reasons to incorporate an FSM Software:
Order Assignment and Scheduling
Salesforce Field Service solutions have an automated workflow which allows fast order creation and job assignment to field technicians. Once an order is created, it can be assigned to a suitable technician based on his availability, skills and current location. With an FSM application, technicians can check traffic conditions, optimize routes, check customer’s service history, address, and contact information resulting in faster service delivery.
Improving First-Time Fix Rates
Field businesses operate better with an FSM solution as all the necessary information related to a customer request is accessible by technicians on their mobile. Salesforce Field Service Software can also be equipped with Einstein Vision that works on image recognition technology and is used to classify images, detect faulty equipment or machine parts. With easy identification of an issue, field technicians can finish work on the first service saving the additional fuel costs on round trips.
Track Performance With Data Analysis
With a customizable and AI-driven field service application, businesses can analyze the results of tasks performed by technicians on the field. For instance, you can see the time spent at customer sites, first-time fix-rate, vehicle mileage and whether the field teams are adhering to their schedules or not. By tracking these KPIs, a business can measure productivity, identify flaws in execution and improve the performance on the field.
Easy Integration With Information Systems
Adopting Field Service Management Solution is highly beneficial if it is compatible with a business’s existing ERP Software. Damco offers native connectors for popular ERP solutions to ensure there is an optimal synchronization between both systems. Also, businesses that do not wish to implement Salesforce in their business ecosystem can adopt third-party solutions from AppExchange or integrate solutions like Optima Pro for centralized and synchronized data access.
Mobile-First Experience
Empowering your employees with a mobile application allows them to access customer requests, view service history, access knowledge resources, and collaborate with other team members. With a GPS enabled and AI-driven mobile application, users will be able to track employee and vehicle whereabouts and monitor their performance with ease. Also, an FSM application enables a technician to work offline, access work notifications, job schedules, sign proof-of-delivery with ease.
Bottomline
To improve field operations and to experience better results, businesses should adopt an advanced and resourceful solution like Salesforce. At a time when other firms are leveraging automation, AI and IoT capabilities of Salesforce to enhance customer experience, it is time that you also take the competitive advantage of Salesforce Field Service for better outcomes and a streamlined workflow.
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