By Mike Milburn, Salesforce
Today, we are introducing Field Service Lightning, a radically new approach to field service for today’s connected world. Having been at Salesforce for 10 years now, I’ve had the chance to work closely with our customers, and Field Service Lightning is just another step in our evolution together.
In the era of the Internet of Things, service organizations have a tough job — customers expect everything and anything to be connected. While companies are racing to pull this connected thread through their offerings, the service lifecycle has been challenged. In fact, Salesforce’s 2016 Connected Manufacturing Service Report found that only 46% of field employees have the capabilities to access customer information in the field. This lack of information is the #1 reason that agents have to make a return visit, leading to high costs, frustrated employees, and worst of all, unhappy customers.