The mobile phone has transformed how customers expect to interact with service organizations. This white paper will explore the transitioning role of the customer in field service and how the proliferation of smartphone devices has created a demand for self-service solutions in both B2B and B2C markets.
Field service can sometimes feel like a thankless job. Customers are often unhappy from the outset of a service engagement because the job of the field service professional is to fix something that is broken. Customers no longer view their relationship with your company as a single transaction, but as an ongoing relationship. Today’s service professionals are faced with a bit of an uphill battle.
Nucleus Research interviewed Salesforce Field Service Lightning customers to find out why they choose it, and what they gained from deploying FSL. What did they find? For a start, dispatcher productivity typically increased by 20-30%. So if you’re considering Salesforce for your field service management, this enlightening report is a must-read.
The pre-mobile enabled field service organization, which is quite common despite available technologies and almost ubiquitous connectivity, is one that still relies heavily on manual processes and paper-based forms for field service delivery. At best, this traditional organization may use multiple spreadsheets for data entry and job tracking. Due to the lack of a mobile process, field service directors and managers have no insight into the locations of their field techs, the status of jobs in progress, or real-time data on which to escalate or downgrade problems.
Service providers face real challenges. They must ensure on-time performance of mission-critical tasks while optimizing remotely-deployed workforces. A new wave of technologies and increased pressure to provide excellent service are forcing the field service industry to adapt. This will continue as customer expectations increase and industry competition continues to grow. Is your service management solution preparing you for what’s next?
With so many scheduling solutions on the market it’s difficult to select which solution best fits your service organization. Some scheduling solutions offer routing, others offer automated scheduling, while some provide real-time schedule optimization. It’s important to recognize what type of solution is suitable for your service organization, but how do you determine which solutions are appropriate? There are many contributing factors to deciding which scheduling solution is best for your organization. This paper examines a few of those key factors.
The mass and wide-scale adoption of augmented and mixed realities is gathering pace across a multitude of industries.
With the continuing advances in artificial intelligence (AI), one area that has considerable capacity to benefit is workforce management, especially in those companies with expanded fields of operations. Having the best technician or a full staff of employees on site are crucial to meeting deadlines and avoiding prolonged job timelines.
When most people hear the words "Mobile Workforce" they think corporate guys with cellphones working with clients and on business trips. But when you get down to it, there is no workforce more mobile than field service. After all, your teams spend their days traveling from client to client providing on-site service to a dozen or more different locations every day. And you have every reason to equip them with the best possible mobile workforce technology to enable efficiency both when en-route in the vehicles and on site providing service to clients.
Whether classified as technicians, caregivers, representatives, installers, or something else, field service workers have the common need to work remotely in the field. With advancements in cloud and mobile computing technology and enterprise software solutions, this need has been met with amazing acuity. Let's learn how by examining 3 ways mobile capabilities are enabling field service workers.
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