Tag: Field Service Management

How Can Field Service Automation Help You Offer Exceptional Customer Service
Field Service Automation, Field Service Management, Salesforce

How Can Field Service Automation Help You Offer Exceptional Customer Service?

“There’s nothing more Tarnishing to a Brand Reputation if it fails to Deliver a Good Customer Service in the Omni-Digital Era. Customers have a very high-level expectation these days, which is why Uberization of Customer Service is an Urgent Necessity.”

The field service market has exploded, and now it’s over a 2 Billion USD market.

It’s growing more rapidly than ever due to the rise in Customer Expectations in every business. 

Customer satisfaction is increasingly important because the bar has been raised by many organizations globally.

With the uberization of customer service, companies must provide an enterprise-grade customer experience by streamlining their field service operations & improving their field service agents’ productivity. A Field Service Automation tool could be a game-changer here that can really help service providers optimize their field service operations.

Field Service Management: An Automation to Empower Field Service Agents to Deliver Exceptional Customer Service

With continued downward pressure on margins, many companies focus on improved customer service to increase revenue, extend value to their customers, and create separation from their competitors.

Whether you offer a field service or run an in-house service center, field service management solutions benefit the organization in many ways.

A field service app can help you connect your office and field service agents with the solutions you need to serve customers efficiently.

Your field service agents can receive information in real-time and act on that information to provide better customer service.

How Your Business Can Benefit Using a Field Service App?

A field service app can integrate seamlessly with your business system to provide a first-class experience for your customers. It shrinks response times, lowers costs, increases customer satisfaction, and improves time completion ratios.

It also helps to automate manual processes, share best practices, procedural checklists, and even track the service inventory in real-time. 

A field service tool runs on various devices for employees on the go and in the office. They can stay connected through online and offline communications via smartphones, tablets, and laptops.

Technological Impact on Field Service Apps

The technological impact on field service apps works in many ways.

The mobility itself puts devices into the hands of a workforce while AI generates an ideal schedule that meets the customer and business requirements.

Emerging technologies like IoT makes the machine and customer interaction more user friendly rather than traditional interaction.

Cost Side Vs. Revenue Side
On the cost side of things, field service management helps your business develop an optimized schedule. It ensures your workforce is in the right place and at the right time while utilization is maximized.

On the revenue side, field service management delivers a high-quality service to your customer base while not affecting your revenue and customer satisfaction. 

Bottom Line
Field Service Apps help Service Based Companies to deliver next-gen customer service and cut more costs. It optimizes your business efficiency and significantly improves agent productivity. You can use it to make it more effective with your customer interaction. It reduces churn and has an impact on the top line. Connect with us for more info on how field service apps can improve your field service and provide a competitive advantage for your business.

Discover the Benefits of Having a Field Service Automation Solution
Field Service Management, Salesforce

Discover the Benefits of Having a Field Service Automation Solution

Automation is everywhere. And never will be more in demand than in a work-from-anywhere world.

Let’s begin. Will we?

In a world where delivering impeccable customer service has become a necessity, optimizing the field service operations has become vital. Field service management involves collective processes, policies, and procedures that field service organizations use to manage resources such as technicians and workers in the field. 

In the field service landscape, everything moves quickly, i.e., technicians, dispatchers, and other team members can get the job done and get it done right. Executing such fieldwork and managing in this situation is very difficult and requires technological interference without losing our primary goals in field service, which are improving performance, reducing costs, personalizing service, resolving customer cases faster, and promoting safety. 

Field service automation involves using technology to streamline those processes, policies, and procedures with an overall increase in field services’ efficiency. Field service automation software automatically pairs the right technician to the right job based on the work order’s requirements and the technician’s skill set. With its warranty management module to automatically capture and manage warranty activities, as well as to automatically submit, track, and confirm all open claims.

Few of the innumerable benefits of Field Service Automation can be enumerated as:

Go paperless
All the data is stored in the cloud, which allows easy access, indexed archives. There is no need to worry about manually filing paperwork or misplacing important information in the future – everything is stored in the single consolidated data repository.

A massive deal of problems originates from depending on paperwork. Thus, Field Service Automation beholds the potential to revolutionize field services. 

Skilled technicians
With their smartphones, tablets, and other mobile devices connected to their organization’s field service automation solution, Skilled technicians can quickly review work orders, list of inventories, service-level agreements (SLAs), and much more out there in the field. And, should they need help to diagnose a repair, they can call into their dispatch center for more information or ask for backup, thereby increasing their first-time fix rate.

Skilled technicians exponentially increase your organization’s efficiency. They can do their work efficiently and, in the end, help you to grow beyond the horizon. 

Faster invoicing
With this solution, a technician can submit all relevant details about work done, including time spent, parts and materials used, and even the client’s electronic signature while still being on site. The next processes are as follows, the field service automation software automatically generates an invoice for the work done, taking into consideration discounts, warranties, and so on.
With traditional invoicing methods, a lot of time is lost in vain. Digital invoicing, with its no physical interaction, will work best in this post-pandemic phase.

Real-time scheduling
Use of field service automation software empowers you with dispatchers with complete access to and transparency of technician’s work schedules, so that they can improvise, reschedule, and update jobs within a few seconds.

Physical intervention in these unprecedented situations is challenging and requires immediate action. Automation solves it with its omnipresence.

Connected operations
Field service automation tools can be integrated with other external tools such as CRMs, ERP systems, CTI, etc. in order to help the service providers equip their field service agents with all the necessary information at their finger-tip to address the customer cases better. With all the customer data with them, field service agents can resolve cases faster and drive higher customer satisfaction.

Monitoring & analysis
This is one of the top-most aspects of a field service automation tool. With real-time monitoring, work orders can be auto-scheduled and assigned to the right/available service agent or technician. Performance can be tracked in terms of the time taken by the agent to resolve the customer issue, customer ratings, etc. An efficient field service automation solution can really lift your customer service standards with timely service delivery & performance analysis.

CEPTES is a Salesforce Silver Consulting partner striving hard to help others to come back in the post-pandemic phase and make them efficient in their respective fields. We believe growth is a collaborative effort and demands everyone’s equal effort. In order to help you streamline your field service operations, increase the productivity of technicians & service agents, boost customer satisfaction with faster on-site service delivery, we offer the best-in-class field service solutions. To know more, please contact us.


10 Factors You Need To Consider When Buying a Field Service Software

10 Factors You Need To Consider When Buying a Field Service Software

Asset driven organizations spend tremendous amounts of time thinking of new ways to reduce costs, prevent downtime, and ultimately increase their overall performance and revenue. One way to become successful in implementing a sophisticated Field Service Management System (FSM).

Use of Field Service Management software can meet all your demands to manage successfully, watch, and track your field services. But before that, you need to ensure you are getting the best deal for your company.

Here are the ten factors you need to consider while buying Field Service Software:

  • User Experience

User experience is essential for every software and especially for software having a pivotal commercial application. It has a direct impact on your employee’s wellbeing. Frequent software crashes, slow instances, difficult navigation, and even hard to understand the UI define the poor user experience.

Not only frustrated employees but along with that, you have to face disappointed customers, which entirely defeats the purpose of using the software in the first place. Make sure you watch out for the user experience of the software. Consult with other users and take reviews from them and other sources.

  • Online Reviews

To get to know about the reviews, you just need to look into other businesses like yours that have dealt with issues you might be struggling with and the extent to which the software has helped them. Look for detailed reviews with extensive criticism, explained with pros and cons. Decide accordingly whether the software suits your needs.

  • Customer Care Service

You might be well aware of the feeling of sitting on hold for hours, waiting for someone, and if you are unfortunate, you have to contact them repeatedly to get your job done. It is very pesky. 

Beware of field service software providers that impress prospects with a remarkable pre-purchase experience but fail later on when the lead has converted, and they’re suffering from post-implementation issues. You have to get to know about it much earlier than you integrate it into your daily life.

  • Development cycle frequency

It is essential to know about the development cycle, followed by the organization. Most development cycles prove commitment to innovating and improving the existing product since there is no such thing as perfection. This can be a continuous basis as a sign of trust from the organization.

  • Training and knowledge base

Creating software as a product is very easy for any tech-savvy user, but it is not the right way to make a full-featured product. High-quality training is essential for the field service organization as a whole to create full-fledged software.

Professional software isn’t cheap, so expectations of a significantly increased efficiency are justified. If your team requires 10% of the features and doesn’t know about the remaining 90% is not profitable. Invest in training your team to use the features of the software entirely.

  • Mobility

A field service management software is of no use if it doesn’t have a mobile option. With smart mobile service, technicians can get real-time access to job details such as service requests, invoicing details, and warranty details.

It would help if you tried to look for features such as in-field triage and schedule adjustments based on domain knowledge, availability of parts, and proximity. Allowing technicians this sort of transparency can improve your first-time fix rate and create an opportunity to keep customers. There should also be the accessibility to the software even without the internet so that the work orders and fill updates can still be completed.

  • Customer portal

A customer portal is a digital self-service solution that brings choice and visibility to your customers. There are many benefits to having a customer portal, including reducing costs, increasing visibility, expediting cash flow, improving customer communications, enhancing customer experience, and retention. It has also been observed that the customer portal also enhances the revenue of the company.

  • Blending dispatching capabilities

FSM software should have accessible dispatching services. If you have a blended workforce, you should search for third-party dispatch software to cater to your company’s needs. The dispatch software should automatically assign jobs to employed, third-party, or simultaneously to a blended workforce. The specified service can allow for more flexibility around delivery and improve profit margins. 

  • Predictive Maintenance Capabilities

In this era, where instant gratification is the market mantra. You need to know about the customer’s problem before they even know about it. Field service IoT solutions provide high-quality predictive maintenance that can fix appliances before an issue even arises.

Connected device data can identify pre-failure conditions and predictive maintenance. This will also give managers plenty of time to schedule a technician for the repair if one is needed on-site.

  • Up-to-date

You don’t want to use software that works with old-style workflows, delayed responses, lack of device compatibility, poor UX, and poor customer service. You need to make sure you buy the best up-to-date software, also meeting the above-stated points.

Consult about this with other businesses about the technological time frame of the software. You don’t want to burn your workflow using old software.

CEPTES is a Salesforce Silver Consulting Partner that can guide you as your strategic partner to speed up the business value of your Salesforce.com investment through app development, consultation, digitization, and innovation. 

To know more, contact us.

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. 


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