Usually, the field service offered by companies proves to be the border that exists between a great and poor customer experience. If customers are satisfied, they’ll provide high ratings to the business and will recommend others to connect with your business. And to get these benefits, the key is to improve field service, for which hiring a Salesforce certified consultant is a great way to get started.
Most common field services asked by customers involve maintenance, repairs, equipment installation, product delivery, etc. Whenever a field service technician receives any notification regarding an appointment duty, there’s always a customer waiting for service that could solve his issues. If the technician can resolve the issue on the first visit, that’s something customers really like. And the process through which the customer requests reach the technician can be streamlined with the help of Salesforce.
Salesforce Consulting for Field Service
Field service is probably the most underrated segment of any company, but it is equally important as any other operation. That’s because customer satisfaction depends heavily on it. When agents deliver efficient field service and reach customer expectations, it could help keep them returning to the business.
We now know that improving field service can be a key to achieving satisfied customers. This is something Salesforce can make possible. Let’s look at points that would present the importance of top Salesforce consulting firms for companies offering field service.
1. Offers solutions to field workers from any type of mobile device
Being a cloud-based solution, field service allows agents to be able to access information from any location while using any device. It allows any number of users to connect; they just need the internet and can access any functionality and data they’re authorized to view. The data can be accessed and edited in real time.
Even if the field technicians cannot access the internet, they can still collect the needed information through the mobile application. Then, after the technician receives the internet, any changes made will be updated, and the recorded data will get synchronized.
2. Automated and easier administration of your field services
Field service by Salesforce allows you to automate tasks like preventive maintenance, scheduling appointments, managing inventory, automating work orders, creating reports, etc. This capability of Salesforce will help to minimize the chances of human errors and execution time.
The field technicians can also access Chatter as a way to maintain constant communication with the dispatchers. This helps keep them updated about any issues so they can handle them quickly as soon as they get the attention.
3. Increased productivity of employees in the field agents
Salesforce Field Service allows collecting a lot of data through which the field agents are always aware of the tools and materials they will need in the upcoming field job requests. It even allows dispatchers to choose technicians according to the skills required for the job. This ensures getting the right technician for the work, thus increasing the chances of resolving issues on the first visit.
Agents can also be able to access information and reports related to previous services to learn about solutions delivered. These reports help in finding the right solution to a problem and thus resolving service time while delivering quality assistance. All these aspects will help improve the company's support area by optimizing the routes, schedules, skills, and availability of resources.
4. Optimize inventory management
Salesforce for field service helps to ensure better control over the resources of the company and manage the transfer of products needed for field service between different locations. Along with this, the solution helps to manage the inventory records related to repairs and returns, which tracks the inventory become easier. This helps technicians stock up whenever they need to go to a location for work.
This feature will enable the field service agents to always have the needed equipment for a service, thus saving them from the round visits of getting the right product or equipment. Having a managed inventory would allow your field service to deliver the best assistance on the first visit only.
Optimize Field Service with a Salesforce Certified Consultant
Implementing a Field Service solution by Salesforce is not enough when you seek to achieve all the benefits mentioned above. The solution also needs to be configured correctly to meet the objectives and needs of the company. That’s something only consultants at top Salesforce consulting firms can do.
Contact experts at 360 Degree Cloud to learn about what more field service solutions can offer to improve your agents’ productivity and service delivery.
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