Field service is a key determinant of how customers evaluate a company for service delivery, agent performance, and experience. According to the Salesforce State of Service report, there is a direct link between field service productivity and performance, and business growth.
The global Field Service Management (FSM) solutions market has experienced remarkable growth, reaching a value of USD 1785.35 million in 2021, and is expected to touch USD 3859.57 million by 2027.
These numbers highlight the importance of field service teams in the operations of industries, spanning from manufacturing, utilities, and energy to communications, professional services, retail, and even life sciences and biotechnology.
To optimise field service and boost agent productivity, businesses need robust strategies that foster proactive and speedy customer service. They must establish processes to collect data, understand customer needs, schedule tasks effectively, while also minimising time spent on administrative tasks.
Here are a few tips to help businesses achieve these objectives.
90% of frontline service workers agree that the use of technology and automation allows them to overcome workflow bottlenecks.
An AI-powered FSM solution can help automate and streamline field service processes, by:
Mobile apps allow your agents to have instant access to job schedules, real-time inventory updates, and the latest product and service updates that improve their service responses.
This seamless connectivity empowers them to provide faster and smarter service, resulting in improved first-time fix rates and heightened customer satisfaction. Furthermore, the ability to optimise schedules and collaborate remotely ensures efficient resource allocation and enhances overall productivity.
Nearly 80% of service organisations have adopted process automation, resulting in benefits such as time savings, error reduction, and improved coordination with other departments. For businesses aiming to optimise field service operations, an intelligent, automated FSM solution offers effective streamlining at minimum cost.
Salesforce Field Service leverages AI-powered technology to drive speedy and efficient field service. Here are some of the ways in which it enables impactful field service management, leading to cost efficacy and high RoI:
Improve first-time fix-rate with tools like Einstein Vision with image sensor technology to accurately identify parts that need to be fixed or replaced. This also helps eliminate confusion and reduces service time. The solution also lists the right steps for technicians, so that they can provide faster, smarter service.
From intelligently scheduling field service agents to assigning work, to having complete visibility into service operations, Salesforce Field Service helps you deliver better service and do more for customers with less.