The Total Economic Impact™ Of Salesforce Field Service Management

Cost Savings And Business Benefits Enabled By Field Service Management

In 2016, Forrester analyst, Kate Leggett, published the following statement in a brief: “Modern field service technologies allow service technicians to become your frontline brand ambassadors every time they interact with your customers. These interactions are by far the most personal channel for customer engagement, and they can help make or break a relationship.”1 Since then her observation has not only held true but it has also been corroborated by the introduction and expansion of field service management solutions into the suites of leading CRM vendors.

Salesforce’s Field Service Management (FSM) is built on the Customer 360 platform and designed with the customer at the center. The solution helps customers optimize their field service operations through a highly customizable, mobile-friendly field service hub that delivers customer success across the business. Used to connect to customers, deliver guided mobile experiences, intelligently schedule work, and enable proactive service, FSM facilitates the end-to-end process of on-site field service work between break-fix, installations, and maintenance.

Salesforce commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying Salesforce FSM. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of the FSM investment on their organizations.

To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed four customers with years of experience using FSM. Prior to the investment, interviewees struggled with coordinating disparate manual and legacy point solutions across siloed departments and sites. Prior solutions and processes were disconnected and unable to provide real-time data, which ultimately created frustrating customer experiences. Interviewees needed a more proactive approach that would enable them to optimize, grow, and transform their field service operations.