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How Salesforce Helps Leverage Automation to Deliver Excellent Field Service

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Phani Madhav Chegu,

May 31, 2023


How Salesforce Helps Leverage Automation to Deliver Excellent Field Service

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It’s no exaggeration to say we’re living in the age of automation – companies are automating their business processes with high efficacy enhancing their productivity in a big way. Therefore, it didn’t come as a surprise when a study revealed the size of the business process automation market, valued at USD 9.8 billion in 2020, would reach the USD 19.6 billion mark by 2026, registering a healthy Cumulative Annual Growth Rate (CAGR) of 12.2%.

A critical business process of a company that can be made more efficient through automation is the delivery of field service. Recent advances in automation technology have resulted in the development of cutting-edge tools that help companies optimally utilize their resources on the field, thereby enabling them to cut costs and deliver delightful services to their clients.

One of the most widely used tools in the business world to automate the activities of mobile service technicians is Salesforce Field Service. Today, we will see how this novel product empowers organizations to harness the immense potential of automation to maximize the productivity of their field service teams.

Using Salesforce Field Service’s Automation Capabilities to Optimally Utilize Mobile Service Resources

Salesforce Field Service has rich capabilities that help you automate the following field service activities with high efficacy.

1. Scheduling and Dispatching Service Personnel

For years, field service managers had to manually review each customer request and identify the technician(s) with the necessary knowledge and skills to resolve the issue. As a result, considerable amounts of time were spent to assign service tickets to the right personnel, leading to delays in fixing problems faced by clients.

You can overcome this problem using Salesforce Field Service. The innovative Salesforce solution allows companies to automatically assign a service ticket to the right rep and dispatch him with the required tools, saving precious time. Apart from helping expedite the delivery of service, this capability also enables organizations to:

  • Serve more clients effectively in a given period
  • Attend to customer emergencies swiftly, with high levels of efficiency
  • Send updates to reps in real time, allowing them to deal with last-minute changes
  • Reduce errors and bias in the assignment of service tickets by minimizing manual intervention
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2. Charting the Most Efficient Route to Reach a Customer

Salesforce Field Service enables you to automatically chart the most efficient route to reach a client site, considering the aspects listed below.

  • Appointment time
  • The time needed to execute a job
  • Patterns based on historical traffic data
  • Distance to be traveled to reach the work spot

It helps you ensure your mobile service personnel optimally use their time by scheduling appointments based on the location of job sites. The feature also allows you to determine when a field service rep should start for a work spot to avoid traffic jams. Furthermore, you can integrate Salesforce Field Service with your inventory management tool to provide your technicians seamless access to the required equipment and don’t have to travel long distances to get the same.

The route optimization capabilities of Salesforce Field Service will help you cut your expenditure on fuel and reduce the time spent in the truck in a big way. You can serve your clients faster, enhancing customer satisfaction levels.

3. Make Workflows Simple to Increase First-time Resolution Rates

We all know service technicians perform repetitive tasks that may require complex tools. You can leverage Salesforce Field Service to simplify workflows and deliver top-notch support to service reps on the job. Consider the following scenario.

A service engineer is replacing the air purifier of a building’s Heating, Ventilation and Air-Conditioning (HVAC) system. He needs guidance on specific aspects of the job. He opens a mobile app on his iPad and watches a video that explains the various steps that he must follow to replace the component. He follows the steps and completes the task successfully.

As you can see, Salesforce Field Service helps you make the best use of automation to enhance the productivity of your mobile service teams. At Solunus, we enable you to fully utilize the Salesforce solution to empower your technicians to deliver the perfect solutions to your customers’ needs. Our team of experts has rich experience enabling companies of various sizes to get the highest ROI on the novel field service management application.

Hope you liked this post. How do you use Salesforce Field Service? We’d love to know.

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About Solunus

Solunus is a leading Salesforce consulting company, based in Dallas, TX, USA. Our proven ‘needs-first’ approach coupled with our unrivaled expertise of the Salesforce platform enables us to provide the perfect solution to help you deliver delightful services to customers and achieve rapid growth.