Strengthening Your Field Service Strategy for the New Normal

The Salesforce Strengthen Your Field Service Management Strategy report captures insights from 4000+

• global field service decision-makers
• dispatchers
• mobile workers, and
• field service professionals

to highlight key trends that will define field service management strategies for the future. Discover these learnings here:

Technology for connected field service management

Unify field service teams with core service operations and other functions to enable them with the necessary information and business insights that drive contextual, proactive service delivery.

• 79% of field service professionals say it’s impossible to provide great customer service without full context
• 73% of field service professionals say their field operations are connected to core service and support operations

Automation for process efficiency

Automate processes like scheduling or managing work orders to assign jobs based on the availability, skill set, and location of mobile workers, while minimising errors and unintentional bias.

High-performing field service professionals say their organisations excel at:

• Scheduling – 42%
• Route management/navigation – 45%
• Timeliness of customer/case information – 47%

Using digital channels in field service

Service your customers on their preferred digital and social channels like WhatsApp, Facebook Messenger, Apple Business Chat, and analyse their feedback to gain useful insights.

• 85% of field service professionals say that customers have increased their use of digital service channels during the pandemic
• 78% of field service professionals say that customers have increased their use of self-service channels during the pandemic

Remote collaboration tools for anytime-anywhere field service

• 46% of high-performing field service teams rate their ability to collaborate with their colleagues as excellent
• Tools like Visual Remote Assistance connect field service teams with colleagues / experts to help solve issues and guide customers on simple fixes from anywhere.

Employee and customer safety as top priorities

More employers are focusing on the health of mobile workers while also educating customers on how to best prepare for a site visit.

Field service professionals who say their employers have effectively communicated pandemic policies and procedures: More employers are focusing on the health of mobile workers while also educating customers on how to best prepare for a site visit.

To customers - 82%
To employees - 80%

Training mobile workers to become brand ambassadors

• 60% of mobile workers say they need better training to perform their jobs
• Along with innovation and safety, service professionals emphasise the importance of including continual training of mobile workforces in one's field service management strategy to help them realise their full potential.