Today, Salesforce is headed to Field Service USA in sunny Palm Springs, CA to share the latest in intelligent field service analytics. We’re kicking off the morning with a keynote at 9:55am PT from our very own Mark Bloom, Senior Director, Strategy & Operations for Service Cloud, as he discusses how to deliver conversational service on-site to elevate the customer experience. Then, don’t forget to come say hello at booth #1101 in the Northwest corner of the exhibitor floor! We’ll have demos and prizes, and for the first time, we’ll be showcasing our latest field service innovation, Field Service Wave Analytics.  

Field Service Wave Analytics can improve the customer experience by providing the best analytics for every field service appointment. Service managers and supervisors can now integrate all of their data into one easy to use application for a complete view of their mobile workforce and can then take insight-fueled actions right from their dashboards. Field Service Wave Analytics helps create the most efficient and optimized mobile workforce, enabling companies to provide personalized, timely service to their customers.

• Access insights to improve every on-site experience: Service managers can gain visibility into mobile workforce utilization, first-time-fix rates and travel time. With a  360-degree view of every on-site task, managers can see what is happening in real-time and what the current trends are in order to take action. By understanding who is working and how many jobs are scheduled, cancelled or backlogged, service managers can direct their attention to the most crucial jobs -- focusing on unscheduled work, idle technicians, and service level agreement due dates -- to handle the most pressing service requests.

• Empower service managers with answers faster: Service managers can optimize their mobile employees’ productivity with leaderboards and early problem detection, like planned versus actual travel time. For example, a dashboard can show which technicians are most efficient, enabling supervisors to identify new training opportunities needed to expand their skillset. A supervisor can also monitor which technicians are spending too long on certain types of service visits in order to create a training plan to become more efficient.  

• Deliver personalized, actionable customer service: Field Service Wave Analytics allows supervisors to explore, prioritize and resolve work orders faster to improve customer satisfaction (CSAT) with performance analysis. A deep-dive look at customer accounts with a complete view of past and future work orders, along with preferred technicians, means supervisors can offer tailored experiences to each customer. Seeing trends in repeat calls or escalations will allow a supervisor to prioritize and resolve urgent work orders faster. Additionally, managers can ensure that each customer is getting the right level of service, identify up-sell opportunities and measure overall CSAT.

Field Service Wave Analytics will give valuable insights to supervisors so they can make smarter staffing decisions and drive an overall better customer experience. One of our customers, Atlantic Energy, works with business owners to contain energy costs and implement clean energy solutions.  “We’re on a mission to create a cleaner, safer world, and using Field Service Wave Analytics will make our mobile service technicians more productive by monitoring travel time, service time, and technician expertise,” said Noel Zammit, CIO at Atlantic Energy LLC.

If you’re at Field Service USA this week, remember to stop by our booth to see Field Service Wave Analytics live!

To learn more about Field Service Wave Analytics, click here.

To see what research tells us about elevated customer expectations and how top field service teams are responding, check out our new infographic.

Or download the new service research report to learn how field service is transforming four growing customer expectations.