Tag: Field Service Lightning

Salesforce Service Cloud, SMEs

6 Ways Salesforce Service Cloud Helps You Deliver Exceptional Customer Service

Small and Medium-Sized Enterprises are steadily coming to terms with the advent of a “digital revolution” when it comes to dealing with unprecedented situations and disruptions. The only issue for SMEs might not be to retain its customers but also deliver better customer service through an intelligent and efficient customer service process. 

Delivering enterprise-grade customer service during unexpected conditions is also a challenge that SMEs are more than passionate about overcoming, whilst exploring the possibilities of a high productivity process that strengthens business-to-customer relationships. Today, with a plethora of tools at their disposal, SMEs can step up to whatever new challenges are put in front of them. Here is how Salesforce Service Cloud is helping service agents of an SME deliver top-notch customer service;

Delivering intelligent & productive on-site service

Salesforce’s Field Service Lightning allows you to create and manage orders for field service operations. You can instantly view knowledge articles and track SLA compliance. Field service uses intelligent scheduling to route jobs to appropriate resources, based on skills, time, and location.

An integration with Einstein Analytics helps you identify problems immediately and suggest solutions while giving real-time visibility of KPIs and operational performance. 

Know everything about any case

Gone are the days when your customer service agents had to go through a horde of documents to find relevant information on a customer case. The Service Cloud has case management tools that allow your agents to access all the information about any case, in just a few clicks. 

You can even distribute leads or cases, and arrange them based on priority. This is just one of the tools that make customer service automation a coveted necessity. 

Get connected

Social media has become a platform overflowing with customer service complaints. Thankfully, with Salesforce Service Cloud, you can stay connected to your customers and solve their cases with a few simple clicks. 

The Omnichannel Routing feature makes sure that service agents are connected to their customers through all social media platforms, emails, phone numbers, and so on. This way the entire process of managing queries is highly productive.

Reduced time and effort

The gist of using CRM tools and employing customer service automation methods is to make the best of shifting market conditions. The market calls for quicker and more efficient ways of customer service – a feat that is quite achievable with CRM tools, such as the Service Cloud Einstein. 

AI and chatbots have become an inherent part of customer service. CRM tools make use of the same, to help customer service agents answer FAQs. If required, the tools can automatically assign the query to the respective agent. Process automation features like this help solve customer queries faster, without expending any of the service team’s energy. 

Quicker access to relevant information

There are many times when your diligent customer service agents need to check some data or take the time to research before they can successfully solve a particular query.

The time and effort taken to do this can be cut short by large amounts through a seamless customer service solution. These tools provide a massive knowledge base to rely on so that your agents don’t have to waste any time looking for information. Tools like this boost service agent productivity by exponential amounts. 

Insights through analytics

CRM tools offer valuable and reliable data on leads, sales, feedback generated, ongoing cases, and so on. Insights through sales and service analytics assist your agents as well as your service managers, to provide better customer service. 

CEPTES is a leading Salesforce service provider that has led many SMEs to the doorway of success, through Salesforce’s sales and service automation tools, as well as the cutting-edge/robust Service Cloud offerings. To start delivering exceptional customer service leveraging the power of Salesforce Service Cloud, get in touch with our certified Service Cloud experts.

Field Service Lightning, Salesforce Service Cloud

Salesforce Field Service Lightning: Connect your workforce to offer intelligent customer experience anywhere

In today’s era of the connected customer, it is important to have a connected workforce in order to offer exceptional customer experience. Customer experience is one of the key differentiators between two rival brands. Along with various other aspects, field service management is an important aspect in order to drive superior customer satisfaction. Optimizing field service operations can address multiple common service challenges including service cost reduction, schedule optimization, intelligent job assignment, faster field service calls resolution and more.

Salesforce offers transformational Field Service Lightning solution which is its field service management software on a single integrated platform. Field Service Lightning works with Service Cloud in order to deliver faster, smarter, and personalized service on the go using a mobile device. With Salesforce1 mobile, field service agents can update work orders, modify request status, and update job status in real time. Before understanding more about Field Service Lightning, let’s have a look at some of the common field service operations challenges & how Salesforce is addressing them.

Common Challenges

  1. Siloed departments
  2. Unplanned resource allocation
  3. Disconnected CRM processes
  4. Absence of on-field support
  5. Inefficient systems

Due to these common challenges; service agents, dispatchers, mobile employees, and managers often hindered and businesses couldn’t meet rising customer expectations. As a result, this leads to a decreased field service agent productivity, poor customer experience, and increased costs. This can be efficiently addressed by having a 360-degree customer view with seamless information access in order to help customer anytime, anywhere using any device.

Know more about Salesforce Service CloudHow Service Cloud is going to be a game changer for your business in 2019

Salesforce Field Service Lightning

 Built on Service Cloud the world’s #1 customer service platform, Field Service Lightning enables service providers to transform every customer moment and optimize operations across the complete service chain all on one powerful integrated platform. 

Why Salesforce Field Service Lightning?

Salesforce Field Service Lightning offers connected customer experience and is highly customizable. Apart from these, it helps you boost your field service workforce productivity, automate appointment scheduling, get real-time visibility, optimize mobile workforce allocation, manage jobs in the field using a smartphone, etc. In a broader sense FSL can help businesses;

Seamlessly connect with their customers

Service delivery tracking can be automated with the Dispatcher Console feature. Users can easily customize their dashboard view to a map or a Gantt chart and can get real-time job alerts. 

Deliver guided mobile experiences

Mobile employees and field service agents can share job updates, access knowledge books, view and update van stock or hub inventory, and generate service reports using Field Service Lightning mobile app. 

Enable intelligent work

Workers can schedule appointments as per priority level and optimize jobs in order to pass on a particular service request to the right agent. With Salesforce Platform, standard and custom objects can be integrated with work orders. 

Offer intelligent customer experiences 

Any third-party systems can be integrated and with the power of IoT, field service agents can be empowered to take quick actions in order to deliver intelligent customer experiences. Field Service Analytics will help to identify trends and problems early to optimize the mobile workforce. 

Why CEPTES?

CEPTES, a Salesforce Silver Consulting Partner, with over a decade of expertise in delivering end to end, integrated Service Cloud solutions, can help you optimize your field service operations implementing Field Service Lightning to deliver enterprise-level on-site services. Get in touch with us to learn more.

ALSO READ: Top Benefits of using Service Cloud for Customer Service

Service Cloud

Top Benefits of using Service Cloud for Customer Service

When it comes to choosing the best solution in order to offer enterprise-level customer service, you often find multiple options. However, selecting the right platform and technology can help you offer excellent customer experience. Salesforce offers Service Cloud, which is the #1 platform for customer service helps organizations improve their customer service standards and drive better user experience while reducing costs.

Service Cloud helps customer service teams in closing cases faster by leveraging AI & automation, offering intelligent self-service and personalized customer care and also predict needs to keep the conversation flowing. Service Cloud features allow customer service teams to support their customers in real-time using live chat tools while the customers are inside their app or on the website.

Service Cloud capabilities are transforming customer service processes and widely considered as the undisputed top customer service solution for businesses of all sizes. Let’s have a look at the top reasons why your company should use Service Cloud at first place.

Offer excellent customer service from the word ‘Go’

Service Cloud is a highly scalable platform that fits your current needs and grows as your customer base expands. The highly integrated platform enables customer service teams to run as efficiently as possible. Service Cloud offers out-of-the-box usability which helps your team work more effectively. All the right functionalities keep your organization’s customer service process run smoothly.

Aligned with the latest trends & technologies

Service Cloud users can stay aligned with the latest trends and technologies in customer service. Lightning Service Console helps you populate your dashboard with the right information you need from across multiple platforms. You can keep all your customer information organized in one centralized location. Service Wave allows you to observe how your customer team performs in real-time with a robust analytics tool. Service Cloud feature Omni Routing help customer service teams get better with detailed performance metrics.

You can also track important KPIs for your company with the help of Service Wave Analytics. It is important for every enterprise to have a comprehensive view of their customer service department’s activities including average response time for customer queries, and customer satisfaction ratings. Service Cloud reports can help you get a clear direction and quantitative ways to improve.

Personalized customer experience

Customer service is an integral part of your customer experience with any company. Analytics data can be used to better understand your customers. The more you understand your customers, the more you can personalize your service. Service Cloud feature Lightning Console can be used to view case history and trends for each customer to minimize redundant questions and help customers faster with immediate, detailed information. Live Agent can be used to offer real-time chat support as soon as a customer lands on your website. Social Customer Service functionality helps you respond seamlessly when customers reach out over social media channels so that you can interact with your customers across various touchpoints.

Every customer expects to be treated as an individual, and the only way you can offer personalized customer experience is by keeping detailed records of every interaction in one centralized location. A robust customer service platform like Service Cloud will do this with ease and highest efficiency.  

Simplify customer service process & improve customer service agent’s productivity

Service Cloud helps you improve each of your customer service agent’s performance based on empirical data and customize your customer service process to best suit your needs. Omni-Channel Presence and Routing feature can help you prioritize cases based on priority. Dispatcher Console will send a case to the right mobile employee for fast action. List service appointments promptly and accurately with the help of Smart Scheduling feature. The best way to keep your customer service process and team run efficiently are by managing the workflow. Scheduling and routing tasks to the right agent ensure quick customer case resolve.

One of the best Service Cloud features Field Service Lightning helps you manage reps in the field and work orders. You can track progress and help field workers manage their workload.

Work from anywhere

Service Cloud allows you to help your customers from anywhere. Salesforce1 Mobile App helps employees see all the customer details they need to get the job done using their mobile devices. This easy accessibility means no customer service request is unheard, even when your service agents are away from their desk.  

From offering service training to new service agents to working with your biggest customers, all you need is a robust platform that keeps you, your employees, and your customers aligned with your business. This must ensure your customer service team works like a well-oiled machine. Service Cloud helps you close deals faster, offer intelligent self-service, personalize customer care and predict needs, and drive service productivity from the call center to the field.

Get in touch with the best Service Cloud Consultants

CEPTES offers end-to-end Salesforce Service Cloud solutions ranging from implementation, consulting, migration, support, and enhancement. Our Salesforce certified Service Cloud consultants are experts in optimizing customer support processes and we are one of the pioneers in offering Salesforce Service Cloud implementation services to business of every size and nature. Get in touch today!

Lightning Platform, Salesforce

Salesforce Updated the Field Service Lightning for on-site Customer Service

Salesforce has recently announced updates to Field Service Lightning, a tool within the Service Cloud that helps employees to address customer service requests and on-site customer engagement. Since launching the tool two years back, Salesforce has been investing on a regular basis to enhance this tool in order to meet the evolving customer demands and mobile forces. As per Salesforce, mobile field service employees are the face of the company and they need to be digitally empowered.

Field Service Lightning links customers, mobile workers on the field and dispatchers on a centralized platform. The updates in this tool that Salesforce has announced are as followed;

Snap-ins Appointment Management
This feature lets a business install a scheduling interface on their website. With this, they can customize the flow to get all the important information from their customers about the request. Meanwhile, the end user can use the tool to create new appointments and manage the existing ones.

Return Orders
On-site field workers can now create orders digitally. This feature also allows customers initiate a return on a company’s website.

Crew Scheduling
A dispatcher can now assign tasks to multiple crew members based on their individual skills and expertise.

Guided Set-up
This Salesforce Trailblazers feature offers a visual wizard that tours admins through a simple set-up process for Field Service Lightning.

There are various industries who are using Field Service Lightning including healthcare and retail industry. In the healthcare industry, Salesforce customers are using this tool to send healthcare service providers like nurses to their patients. In retail, customers like REI and the Container Store are using this. Container Store is using Field Service Lightning tool to dispatch technicians to install closets.