AUTHOR ARCHIVES: Eric Jacobsen

Today, Salesforce introduced four new capabilities for Field Service to help businesses equip their mobile workforce for the future.

These features will enable businesses to scale resources to handle more complex jobs, customize mobile apps to tailor employee experiences, provide customers with flexible scheduling, and use video for both improved customer and employee interactions.

Customers today expect businesses to deliver world-class service whether they're working with an agent in a call center, engaging with a bot, or interacting with an agent in the field. But field technicians and organizations often don't have the tools, skills, and information to meet these expectations. In fact, 80% of field service professionals say the skills required for their job have evolved from just two years ago, and 81% see a direct link between their work and business performance. But learning those skills and delivering these experiences in the field isn’t easy -- especially at scale.

“With customers and employees looking for fast and easy digital service, the field service industry is ripe for change,” said Paul Whitelam, GM of Field Service Management at Salesforce. “Salesforce is a leader in field service management thanks to our powerful platform that delivers a complete customer view, and today’s innovations bring more trust, speed, and convenience to every field service interaction.”

FIELD SERVICE IS BUILT FOR CHANGE

Salesforce Field Service is a complete solution to manage your mobile workforce. Providing scheduling, mobile capabilities, AI to manage jobs and solve problems on the first visit, and swarming capabilities with Slack. It’s built on the world’s #1 CRM and part of a complete service offering that connects customer data and your service experts on one platform.
Today’s additions to Salesforce Field Service include:

• Running on Hyperforce, Salesforce’s next-generation platform architecture, the Enhanced Scheduling and Optimization Engine will enable businesses to handle complex field service jobs in more locations around the world. For example, an IT services company can now expand to serve global customers on the same platform, and instantly get up and running in a new region. Optimization comes into play when a job requires several steps and technicians: for example, a Utility digging a hole for a new electric pole, installing the pole and wires, and adding wiring to nearby structures. Salesforce Field Service will enable companies to chain these steps together so dispatchers can see complex jobs in their entirety and better manage worker capacity.
• Lightning Web Components for Field Service will enable businesses and partners to easily customize the Salesforce Field Service mobile app with advanced features and workflows to provide a better employee experience. For example, a water delivery company can create a custom app that pre-populates order information — like the delivery cadence and quantity — from Service Cloud into one page, saving the delivery person time on approvals and the headache of having to fill out the same information over and over. Lightning Web Components also provides new opportunities for partners and SIs to create industry-specific applications, such as a streamlined workflow for home security companies or industrial machinery manufacturers.
• Appointment Assistant Self-Service Scheduling enables customers to schedule their own appointments and cancel, confirm, or reschedule, all without waiting on hold. And as customers make these changes, technician schedules and service resources will automatically adjust.
• Visual Remote Assistant Two-Way Video now lets both agents and customers share their cameras in real time to troubleshoot issues. For example, an agent can show a customer step by step how to reset their cable box. On-site technicians can get real-time training or pull in additional support from contact center agents when needed.

Organizations are using Salesforce Field Service to respond faster and build trust

Organizations in dozens of industries around the world are using Salesforce Field Service to respond to the changing needs of their customers:

• Hologic: "With Salesforce Field Service, Hologic is able to reduce time spent on site by equipping field service engineers with AI-powered recommendations and ensure we can get the right person to the right job at the right time, with the right part,” Pierre Malboeuf, Senior Director, National Field Service, Breast & Skeletal Health. “Field Service is a game changer and enables us to build a deep sense of trust with our customers." 

• AAA: "Today's consumer has zero tolerance for having to repeat themselves. Omnichannel servicing allows a customer to begin a request or service from one chosen channel and complete the request in a whole other service channel without losing a beat,” Shohreh Abedi, EVP, Chief Operations Technology Officer, Member Experience, The Auto Club Group. “Field Service has reduced over 25% of the volume that is being handled completely digitally without human interaction, through AI, chat or other digital self-service capabilities. The result of having a customer-centric approach is a happier, more delighted member, and Salesforce is a big part of our journey."

• SafeStreets: “We needed a smart tool that would allow us to schedule security installs quickly in a matter of minutes and bring our reschedule rate down, because rescheduling often results in the customer cancelling the job,” said Eddie Prignano, VP of Systems Architecture. “Salesforce helped us create a great customer experience in a short amount of time that gives us confidence in our scheduling and gives the customer all the information they could want — from the name and photo of the technician, to where they are and their ETA, so the customer never feels like they’re in the dark. And as customers’ expectations require updates to these experiences, we have the flexibility to simply and easily make changes as necessary.” 

• MTI: "MTI provides security and tablet solutions to businesses like retailers, restaurants, hotels and hospitals, and the pandemic drove tremendous change in all of those businesses. By leveraging Salesforce Field Service, we’ve been able to reduce manual scheduling needs by 50% and run 70-80% of service trips through our optimization model,” Mary Jesse, CEO. “Not only that, but we’re able to drill down and see to the minute when somebody is on site, what they’re doing and how it relates back up to a complete customer project. The average time to resolve a case has decreased as we’ve leveraged multiple applications within the Salesforce ecosystem — increasing the speed and efficiency of our business."

DocuSign automates contract obligations in the field

Announced yesterday, DocuSign CRM for Field Service will allow customers to automate how they track, enforce, and update contract terms across departments and while in the field. Bringing in data on warranties and service level agreements (SLAs) from DocuSign CRM contracts directly into Service Cloud contract objects will enable smarter and more automated service experiences, and efficient service contract execution.

Additional Information

To learn more about how Salesforce Field Service is empowering mobile workforces to build trust and scale, watch the latest episode of At Your Service and visit the product page for more details.

Availability

• Enhanced Scheduling and Optimization is currently available in beta.
• Lightning Web Components for Field Service is currently available in pilot.
• Appointment Assistant Self-Service Scheduling is generally available.
• Visual Remote Assistant Two-Way Video is generally available.
• DocuSign CLM for Salesforce Field Service will be available in 2022.

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Further Reading:

• Read more about Mobile Workforce Management @ www.fieldservicenews.com/managing-the-mobile-workforce
• Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
• Find our more about Salesforce @ www.salesforce.com
• Read more about Salesforce on Field Service News @ www.fieldservicenews.com/salesforce
• Follow Salesforce on Twitter @ twitter.com/salesforce

With remote customer assistance, field service organisations can deliver service from anywhere, keeping both workers and customers safe writes Eric Jacobsen, VP Product Management, Salesforce...

No matter what’s happening in the world, customers still need service. Internet connections still go down, homes still need refrigerators, and washing machines still require maintenance. Customers still want fast and complete service the first time.

What has changed today is how customers feel about in-person service. Even with safety requirements for the pandemic in place, some customers are hesitant about having technicians on-site. Businesses are also concerned for employee safety and well-being.

Along with best practices, the right technology mitigates today’s safety concerns surrounding in-person service. That’s where visual remote assistance comes in to help customers get the service they need, while prioritising safety and maximising experiences for both customers and employees.

Support customer safety with remote support software

Provide visual customer assistance with remote support software to enable service or support from anywhere, anytime — without physical contact or high bandwidth connections. Remote support empowers contact centre agents and field service technicians to solve a customer’s problem through virtual real-time, guided interaction. It also allows experts to help on-site technicians resolve issues.

With advanced remote support software, an agent or technician sees a customer’s physical environment in real time through their smart device. They can guide customers using augmented reality (AR), which displays on-screen graphical information over the object that needs service. They provide targeted, step-by-step directions with annotations on their mobile screen to resolve many issues. And at the completion of the job, the service organisation has a visual record for future reference.

Depending on the service request, visual remote assistance can be used to solve customer problems on its own or in combination with in-person service as a hybrid approach.

Here are three examples of how remote support software can be used:

1. An agent resolves a customer’s issue: My washing machine sprays water all over my laundry room. I speak with a support agent, who determines there is a loose connection. The agent can guide me step-by-step on how to correct it using a visual remote assistant.
2. An expert helps an on-site technician solve a problem: A month later, my water heater starts making a funny noise. The agent can’t resolve the issue with remote assistance, so they schedule a visit. The on-site technician also can’t figure it out, so they use a visual remote assistant to get expert help to troubleshoot the issue.
3. A customer gets visual remote assistance and in-person support: In the winter, my furnace stops working. Using remote visual assistance, a technician determines two parts need to be replaced. The technician leaves the new parts outside my home and then uses a visual remote assistant to guide me through the repairs.

No matter how it’s done, using a visual remote assistant streamlines service delivery while boosting safety with access to knowledge and expertise in real time. Not having to always send an on-site technician also provides cost savings. Safe, complete, and efficient service leads to happier, loyal customers.

Boost worker safety, give back, and create employment opportunities

Addressing employee concerns about safety is equally important. This creates peace of mind and builds employee loyalty through mobile workforce engagement. In addition to keeping on-site workers safe, using a visual remote assistant also drives sustainability, creates jobs, and supports accessibility. 

Stay safely off the road and support sustainability in field service

In some cases, using a visual remote assistant reduces or eliminates on-site service visits. This limits the time mobile field service workers spend on the road where they can encounter hazards. It also helps preserve the environment and infrastructure. For example, fewer trucks rolling means less emissions and wear and tear on roads — contributing to sustainability.

Retain and attract talent through job creation

Field service technicians work in remote locations and are exposed to heavy machinery, electrical equipment, and other hazards. Unfortunately, there are experienced and knowledgeable technicians who leave field service due to physical conditions, health concerns, and travel requirements.

Visual remote assistance enables technicians to provide field service in a setting more comfortable to them — helping retain mobile workers who otherwise may have left. This provides opportunities around accessibility and equality by opening up field service jobs to people who have strong technical skills, but are unable to do the on-site work themselves.

Get started quickly with remote support software

From an implementation standpoint, remote support software is quickly integrated into your existing service console. With a simple button click, agents can easily set up a virtual assistance session with a customer within the service console. Technicians can do this from their smart devices.

In a short time, you’ll provide visual remote assistance in real time from anywhere in the world — even if you’re in a remote location during a blizzard. It is designed to scale down and work even on low variable bandwidth connections, reducing the quality of the video and downgrading it to still frames, if necessary.

For customers, it’s also easy to use. Visual remote assistance can be launched from a mobile web browser and doesn’t require an additional app or software download. Customers simply click a link in a text message to start a remote service session.

Scale service with visual remote assistance

Today’s world has changed the way we conduct business and interact with one another. With remote customer assistance, field service organizations have more flexibility to deliver service from anywhere while keeping both workers and customers safe. See how Salesforce’s Visual Remote Assistant empowers your field service team, no matter what’s happening today, tomorrow, or beyond.

This article first appeared on the Salesforce corporate blog www.salesforce.com/blog/remote-virtual-assistance-service/

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Further Reading:

• Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
• Read more about Mobile Workforce Management @ www.fieldservicenews.com/managing-the-mobile-workforce
• Find out more about Salesforce Field Service @ www.salesforce.com/field-service-lightning/
• Connect with Eric Jacobsen on LinkedIn @ www.linkedin.com/in/esjacob/
• Follow Salesforce on Twitter @ twitter.com/salesforce