Product Success Stories: Field Service Lightning


By Caitlin Perry

One of the main reasons Salesforce can serve as a 360-degree business solution is that it simultaneously caters to customer service teams that are based within traditional contact centers while also offering nimble solutions for teams that operate in the field. While plenty of workforce mobilization applications allow field service teams to manage schedules and assess inventory, a truly competitive field service operation must place greater emphasis on high-value, face-to-face interactions that position the right field expert in front of the right customer at the right time. That’s where Field Service Lightning comes in.

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About Field Service Lightning

Salesforce Field Service Lightning (FSL) takes mobile workforce operations to the next level by providing field teams across virtually every industry with the ability to:

  • Create and maintain work orders in field service operations.
  • Allocate work orders to Salesforce accounts, contacts, assets, cases and entitlements.
  • Optimize field agent schedules and intelligently assign jobs.
  • Advance field agent onsite self-help through easily accessible knowledge articles.
  • Integrate with accounting software, credit card processors, billing and invoicing platforms and other configure-price-quote (CPQ) related systems.

Since agile field service operations foster long-term customer loyalty, we are quick to recommend FSL to our clients whenever it can bolster their Salesforce objectives. You can read about some of our recent FSL-related projects below.

 

USE CASE: Guided Field Agent Workflows
INDUSTRY: Manufacturing


Challenge
Growth-driven field service departments rely on productive processes to stay lean and nimble while continuing to deliver seamless onsite experiences. Oftentimes, this practice is focused on centralizing field agent tech stacks and data collected on site into one, consolidated system. Everlight Solar initially relied on poor technology practices to complete their three-step field sales process:

Step #1 | A field sales agent approaches homeowners about solar panels. If the homeowner is interested, a field solution engineer visits at a later date to pitch a specific solution.

Step #2 | A field solution engineer pitches a specific solution. If the homeowner signs a contract for that solution, a field installation tech visits at a later date.

Step #3 | A field installation tech performs an onsite evaluation during which they identify the areas impacted by installation, the necessary electrical specifications and the materials required to properly install solar panels.

In step three, field techs were forced to resort to their iPhone Notes application for uploading pictures of the house and attaching those pictures to opportunities in Salesforce without having an account record created to easily reference historical work order activity. This disjointed workflow led to time-consuming transitions between multiple applications and inconsistent work order data collection.

Solution
Everlight partnered with Canpango to replace this antiquated iPhone Notes dependency with a guided inspection process implemented through FSL. Within this process, Canpango automated a field calendar management system that could apply the right technician to onsite visits based on their specialty as the organization scales. Our experts also created a custom picklist with checkboxes and text description sections for agents to seamlessly upload photos and necessary work order information to work order records. Last, we integrated a third-party, custom reporting composer, Conga, to automatically generate a work order report and attach that report to an opportunity. With this integration, field service team members outside of the technicians–namely master electricians–could quickly determine additional install requirements and manage inventory flow.

 

USE CASE: Asset Security & Protection
INDUSTRY: Media Distribution


Challenge
Outcome Health came to Canpango with a business challenge that remains surprisingly commonplace today, lacking the right protocol to ensure electronic assets such as TVs and iPads were tracked and installed through a standardized check-in and check-out process. With a unique revenue model that relied on cash flow generated solely by advertisers–not the hospitals where the assets were installed–Outcome needed a centralized system that could monitor and attribute all service activity between the account planning phase and the installation phase while promoting asset security along the way.

Because Outcome had historically relied only on Salesforce Service Cloud for conducting their field service operations, they were limited in their ability to identify and optimize post-sales process inefficiencies that could traditionally be streamlined in FSL.

Solution
Outcome partnered with Canpango to refashion an installation phase that would transition all of those workflows into FSL so that contractor field technicians, sales reps, IT personnel and the warehouse team could properly apply and access healthcare facility contact information associated with scheduled installation dates, asset inventory counts and implementation specs. By streamlining a formalized process for asset tracking and field tech tracking, Outcome was better armed to serve their customers both before and after installation.

 

USE CASE: Custom-Built Field Service Application
INDUSTRY: Manufacturing


Challenge
ERPs drive growth for manufacturers, but that growth can better support a manufacturer’s long-term field service goals when properly integrated with CRM. As a widely accepted operational practice for manufacturers, TOTO leveraged Magic, an integration software that connected their ERP, JD Edwards, with Service Cloud to evaluate and track real-time inventory estimates around luxury toilets and other lavatory products. Without their field technicians having a window into warehouse figures and corresponding pricing while on site for installations or repairs, they fell prey to manually calling their warehouse team, which diminished productivity for both workforces.

Solution
To provide field technicians with immediate access to inventory and a product pricing catalogue, TOTO had consulted with a company to build a custom field service iPad application but still needed to foster a two-way data sync between the field service application and Salesforce. That’s when Canpango developed a custom API–embedded within Service Cloud– to exchange data between Salesforce and the field service application. Here’s what the flow looked like:



This allowed Service Cloud to represent a single source of truth for all customer service requests and included privy account information like address, route to address, parts needed and prices associated. Technicians could also now effectively incorporate promotions and other discounts with the click of a button and accept credit card payments on site, directly from the application.

 

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