Tag: Salesforce Service Cloud

Salesforce Service Cloud

Salesforce Field Service Lightning for Optimized Field Operations

Salesforce field service lightning (FSL) which is one of the top functionalities of Salesforce Service Cloud is a highly customizable, powerful, mobile-friendly field service hub that helps field service agents increase productivity. 

Equipped with AI-powered scheduling, resource optimization, knowledge articles, etc. FSL helps service agents manage their work orders & schedules efficiently. This also enables them to fix customer issues quickly with smarter decisions – all on the powerful Customer 360 Platform. 

Below is the list of things that Salesforce field service lightning do:

  • Create impactful records representing field service technicians, agents, and add professional information like skills, location, and business availability.
  • Set up level-wise service territories that represent the regions where technicians can work.
  • Track the live location & status of inventory, warehouses & service vehicles.
  • Schedule work orders for customers, and add details about technician preference and required skills and parts.
  • Create maintenance plans and templates to standardize the field service tasks.
  • Share reports about service progress to the customers.

Why is the Salesforce field service lightning a great package?

In order to offer a highly connected customer experience, field service lightning boost workforce productivity, automate appointment schedules, get real-time visibility, optimize mobile workforce allocation & manage jobs in the field using smartphones.

  • Seamlessly connect with customers


Seamlessly connect with customers

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

  • Deliver guided mobile experiences

On the move, 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 the Field Service Lightning mobile app. 

  • Enable smarter work

Workers can schedule appointments as per priority level and improve process performance by passing on a particular service request to the right agent. With Salesforce Platform, standard and custom objects integrate with work orders.

  • Offer intelligent customer experiences 

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

Core Features

When Salesforce Field Service Lightning is enabled, we gain access to a suite of familiar objects present in Setup and tabs in Salesforce. They make the core field service features, including appointments & orders.

Managed Package

The Field Service managed package built on the core features and includes:

  • A Setup tool that walks through creating field service records and customizing the settings
  • A dedicated scheduling console that gives dispatchers and supervisors a bird’s-eye view of all the team members & scheduled appointments
  • A scheduling optimizer that allocates resources to appointments in the most efficient way by accounting for skill level, travel time, location, and other factors
  • Scheduling policies and triggers that help customize the scheduling model and display preferences.

Managed Package

Mobile App
Mobile app

The iOS and Android versions of the Field Service Lightning mobile app make work a pleasure for field service technicians who serve the clock’s customers.

App users can update daily work orders, track part supplies, gather customer signatures, and connect with dispatchers directly from their smartphone. 

Conclusion

There are many reasons why the Salesforce field lightning app is a delightful experience for users, company, field workforce & manage many things simultaneously. This feature allows the field service team to offer faster, smarter, and personalized services using smart mobile devices with Service Cloud. The field service team can access account info in order to resolve customer problems by creating a work order for a case. The service team can schedule field agent’s appointments, manage their schedules, and track their material consumption all in real-time.

CEPTES is a Salesforce silver consulting company with over 80% Salesforce certified consultants. It is widely accepted as a leader in delivering Salesforce Cloud (Sales Cloud, Service Cloud, Marketing Cloud, App Cloud, etc.), Salesforce Analytics, and Lightning Migration services.

If you are looking for Certified Salesforce field service lightning experts, then contact us today!

Salesforce

5 Reliable Ways To Retain Customers Using Salesforce

“Gaining a new customer is TEN times costlier than retaining an existing customer.“

Hope do you agree that, even though you are in a Blue ocean with zero competition in your business today, it is not very far to enter into the Red ocean with advanced features, better service at a competitive price from the competitor.

Customers don’t think too much to switch over to competitors for any better option.

To give an example, “Reliance Jio” is the ultimate example of entering the business where already established players were doing great, smashed all of them, and created the entry barriers.

So, to succeed in any business, the role of the customer is very crucial.

Have you remembered your journey with all the pain points you faced while acquiring your first customer?

Today also, the scenario is no more different. Even though you have established in your business, gaining a new potential customer is always a nightmare.

Few crucial facts are:

  • As per HBR, companies can increase profits by 25-95% by increasing their customer retention rates by 5%.
  • As per NG Data, customer retention is faster and, on average, costs up to seven times less than customer acquisition.
  • According to a Huify article, the likelihood of converting an existing customer into a repeat customer is 60-70%, as opposed to 5-20% for a new lead.
  • According to Client Heartbeat, loyal customers are worth up to 10 times as much as their first purchase.

So, to succeed in any business, the role of the existing customer is very crucial.

If you broadly think, then the expected challenge you might face are:

  1. Your existing customers can switch at any time to the competitor.
  2. Customers might stop the renewal of the service.
  3. You will miss the opportunity to sell high ticket offers to the new customer.
  4. Want to avoid the complete cycle of Lead generation, nurturing & acquiring.
  5. Many more.

If you feel any of the above challenges will be a colossal disaster for your business, then don’t worry; Salesforce CRM has proven technology for better & effective service over customer retention.

Below are five reliable tactics using which you can retain your customer and gain your business.

#1 Using Sales Cloud“, you can close more deals faster, increase productivity, and keep the sales team filled with enough leads.

Sales cloud*source: salesforce.com

  • You can process the deals faster by tracking customer information and interactions in a single place.
  • You can increase the conversion rates by finding, nurturing, and converting more sales-ready leads.
  • You can speed up productivity with AI, automatic data capture, and process automation in one console.
  • You can make insightful decisions faster and from anywhere, with the latest information.
  • It can mark the top leads and suggest the steps using AI, that separate “deals won” from “deals lost”.

#2 Using Salesforce Service Cloud“, You can support customers from anywhere, keeping an ongoing conversation.

Service cloud*source: salesforce.com

  • You can close the customer cases faster from a single console.
  • Through self-service communities, you can provide faster service by helping customers find the answers they need on their own.
  • Based on customer behavior, we can personalize customer care and predict their needs.
  • You can provide conversational service over SMS, MMS, and group services with live messaging.
  • You can increase agent productivity while delivering connected, intelligent, and personalized service from the phone to the field.

#3 Using Salesforce Marketing Cloud“, you can build and manage the customer journey by delivering the right message at the right time on the correct channels.

Marketing cloud

*source: salesforce.com

  • You can engage customers by using CRM and other data to automate and personalize your email marketing.
  • You can create one-one customer journeys in email, mobile that connect across marketing, sales, service, and more.

#4 Make customers happy with Small Business Solutions.”

  • You can retain 45% more customers by keeping them happy and serving on any channel.
  • You can gain 37% more revenue by selling faster anywhere.
  • You can integrate the app 52% more quickly by connecting everything you do in one platform.
  • You can find 44% more leads with the right customers with personal interaction.

 #5 Identify and Re-engage your inactive customers through Salesforce Integration.

  • You can identify potential customers who are inactive for quite some time due to various reasons.
  • Apart from the marketing software, you can also benefit from an email marketing tool, such as MailChimp, and integrate with Salesforce.
  • Using MailChimp, you can identify the inactive subscribers, re-engage them by communicating emails such as offers, discounts, or competitions.

Let’s Conclude

Customer retention is the most critical & cost-effective way to grow a business. Whereas customers don’t overthink switching over to competitors for any better option, we have to try our best to retain them, and Salesforce CRM is the ultimate solution.

If you are looking for Certified Salesforce consulting services, please contact us today!

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.

Salesforce, Salesforce Consulting, Salesforce Service Cloud, Service Cloud

3 Ways Salesforce is Transforming The Hi-Tech Industry

Hi-Tech is one of the highly competitive industry and has witnessed an enormous transformation in the past several years. To remain competitive, technology service providers must offer innovative solutions with short product life cycles. As Hi-Tech companies usually operate in a global environment and often address very specific business needs, they are expected to deliver a higher state of customer support. In today’s era of higher customer demands, High-Tech service providers can’t afford to use mediocre processes and poorly integrated systems. 

As technology continues to grow and advance, automating various business processes are essential. To offer personalized solutions and drive higher customer engagements, Hi-Tech companies must implement an integrated digital platform to obtain a complete view of their customers. Salesforce has been the first choice CRM for most of the leading Hi-Tech companies – and here at CEPTES, we have been helping technology service providers in Salesforce implementation to accelerate business growth.

A 360-degree customer view: Unifying the customer experience 

Hi-Tech service providers can leverage Salesforce to achieve a 360-degree  customer view. This allows them to deliver a highly personalized experience. One centralized system will efficiently manage the entire customer life cycle including invoice, renewal, support, communication, etc. everything from one place. This will save time spent on multiple systems and enable the service providers to deliver a unified cross-channel customer experience. A 360-degree customer view will supercharge sales teams. 

Often technology service providers grapple to engage their customers because of siloed systems. Salesforce offers seamless integration with external systems and tools that leads to a powerful integrated system and deliver smarter services and customer experience. 

ALSO READ: Salesforce for Manufacturing: How to grow faster in the 4th Industrial Revolution?

Omni-channel customer service with a connected workforce

Salesforce’s Service Cloud empowers Hi-Tech field service agents to access and update customer data on the go. The integration of Service Cloud and Einstein Analytics make customer service highly efficient. Hi-Tech service agents can have an integrated mobile, live chat, email, and web self-service access to deliver seamless customer service from anywhere. Cases can be closed faster with automation and AI, fast & intelligent self-service can be offered, and future needs can be predicted to keep the conversation flowing. Hi-Tech companies can offer real-time chat support to their customers using the Salesforce platform. 

Deliver faster results with higher customer engagement

Customer engagement ratio is very quiet in the Hi-Tech industry and Salesforce is efficiently addressing this challenge with it’s Marketing Cloud platform. With a 360-degree customer view, marketers can compile customer data and create segments to run personalized marketing campaigns. It is very important for the Hi-Tech industry to segment their customers as they operate on a global scale with a lot of data. 

Two-way real-time customer engagement can be created and each individual customer journey can be personalized. Marketing campaigns can be evaluated across all digital channels leveraging AI and Google Analytics 360. Either you offer B2B or B2C technological solutions, you can embrace Salesforce offered integrated digital marketing platform to unify data sources, segment customers, personalize engagements, and evaluate campaign effectiveness.

CEPTES Offerings for Hi-Tech Companies

We bring our decades of Hi-Tech industry experience and Salesforce domain expertise to your projects and our offerings for High-Tech industry include implementing, integrating, and enhancing Sales Cloud, Service Cloud, Marketing Cloud, Community Cloud, Salesforce Analytics, Pardot, Einstein Analytics. Contact us to know more about how our Salesforce offerings for Hi-Tech companies can help you deliver a whole new level of customer experience and accelerate sales growth. 

Explore our Salesforce solutions.

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!

AI, Einstein, Service Cloud

Salesforce added new Einstein AI capabilities & Quip in the Service Cloud

Salesforce has announced that they are going to introduce new artificial intelligence and productivity solutions to empower customer service agents through Service Cloud. The newly added features will help service agents to focus more on delivering the human side of service including intelligence, critical thinking and problem-solving. As delivering excellent customer service is rapidly influencing businesses, the role of service agents is quickly shifting. With the new AI-powered recommendations, automated routing, and embedded productivity and collaboration capabilities, Salesforce is transforming customer service teams to meet today’s customer service needs.

Service agent’s role is growing with AI adoption

With Einstein AI, service agents are rapidly shifting their focus from a case-centric approach to a customer-centric approach. The new AI solutions are helping service agents answer queries, and partially automating various processes. As per the third edition of the Salesforce State of Service report, 82% of the service leaders believe their customer service function must transform in order to stay competitive, and 77% of the service based organizations are planning to invest significantly in service agent training. This will impact a service agent’s role, as 71% of service agents believe their jobs are more strategic than two years ago and 75% saying their organizations are now considering them as brand ambassadors as they are on the front lines of all customer interactions.

New Einstein AI additions;

Over the years, Salesforce kept on adding new Einstein capabilities into their Service Cloud. Einstein Bots and Einstein Case Classifications were the last additions. Recently Salesforce has added four new capabilities;

  • Einstein Reply Recommendations

Einstein will include natural language processing to instantly suggest the best responses to service agents over the chat and messaging. This will save significant time and enhance the quality of the responses to customer requests.

  • Einstein Article Recommendations

Einstein Article Recommendations will automatically recommend the best knowledge articles to service agents, empowering them with the right information they need while resolving customer cases quickly.

  • Einstein Next Best Action

This will embrace business rules and predictive intelligence to suggest the next action a service agent should take while interacting with a customer. This will enhance customer satisfaction and will initiate up-selling and cross-selling opportunities.

  • Einstein Case Routing

This feature will completely automate the case routing process with machine learning that filters cases and sends it to the right queue or agent based on their skills and abilities based on their past expertise.

Empowering Collaboration: Quip for Service Cloud

The other important announcement from Salesforce was the availability of Quip on Service Cloud. Previously, service agents were spending more time in searching answers for customer queries by going through huge documentation, checking with other teams, switching multiple applications etc. This took out their focus from customer engagement. With the introduction of Quip for Service, service agents can access the collaboration tool to create, update and collaborate documents across their organization. This will definitely enhance customer service standards and enrich the customer experience.

Quip for Service allows agents to co-author documents, and help them resolve complex customer problems. This will also have live collaborative conversations directly within the case record. Admins can create and publish Quip templates in the agent console, as well as customize them based on various use cases and needs.

Salesforce bought Quip in 2016 for $750 million and till date Quip was a standalone product. Salesforce also said that they have embedded Quip in their Sales Cloud.

What does this mean for Salesforce Service Cloud users?

These newly added features will fundamentally change how various service agents are currently working. Salesforce is rapidly including Einstein AI in its portfolio. The latest additions in the Service Cloud will enable service agents to transform their roles and focus more on customer deliverables such as higher engagements and customer satisfaction. Quip for Service will allow service agents in easy collaboration and will become a viable alternative to various office automation tools. This will surely reduce huge office tool license costs.

 

CEPTES offers Salesforce Service Cloud Solutions

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. We can help your service agents 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 our Service Cloud experts today!