The Top 5 Key Features of Salesforce Field Service Lightning

Salesforce Field Service Lightning is an onsite project administration tool with real-time collaboration capabilities. By utilizing cloud data services to assist dispatchers, mobile employees, and supervisors, you can offer the best customer service and streamline the entire team.  

When you leverage Field Service Lightning (FSL) to automate your onsite workforce, you organize your processes. You allow dispatch to make a more informed decision based on the most updated information to promote better overall efficacy throughout your business.

What makes Field Service Lightning the fastest-growing Salesforce product ever? Swami Ganapathy, Our managing partner, answers that question:

Your Business Benefits With Salesforce Field Service Lightning Features

Your company’s mission is to offer the best customer service experience and ensure you address every issue, question, or concern. When a customer has a positive interaction with the field-service technician, they are likely to leave a positive review and become loyal customers.

Customer experience is vital to business. Experts agree, 89% of companies expect to compete based on customer experience. Incorporating FSL streamlines your processes in a way that directly positively impacts the customer. Syncing FSL with your Salesforce Customer Relationship Management (CRM) program empowers the field tech to create a better customer relationship.

When can you expect to achieve ROI from implementing Field Service Lightning? Jake Vellinga, Our Salesforce.com Practice Director says:

Top 5 Features of Salesforce Field Service Lightning

If your team is one of the 52% still using manual methods to manage field services, it’s time for an upgrade. Salesforce Field Service Lightning provides a myriad of features and benefits. Even if you already have a field service management solution, Salesforce outperforms other FSL services. Take a moment to review the top five features.

1. Work Order Administration

You can streamline your field service processes with Salesforce Field Service Lightning by using it to create and manage work orders. This feature will make it easy to see accounts and verify the job requirement and necessities. You can link this with invoicing for a streamlined payment process once you finalized the work order.    

2. Seamless Appointment Scheduling

An FSL dispatch console will help you visualize your workforce with a few clicks of a button. This feature allows you to optimize scheduling based on the technicians’ skills and availability. You can customize each search to include criteria that best meet the demands of the job. You will never waste job hours determining the project schedule.

3. Inventory Management

You will be able to control your inventory and keep your entire team apprised of all stock available, even the items that sit in individual work trucks. Product management within the Salesforce system allows for you and your team to know what tools, equipment, and merchandise are available per project or field service call. This is a great feature to analyze profit and costs, and aids as a sales tool.

4. Field Service Analytics

With an FSL, you can control your inventory and keep your entire team apprised of all stock available. Even the items that sit in individual work trucks. Product management within the Salesforce system allows you and your team to know what tools, equipment, and merchandise are available per project or field service call. Inventory control is a great feature to analyze profit and costs and aids as a sales tool.

5. Mobile Access

The Salesforce Field Service Lightning service comes with a mobile feature that keeps your team in constant communication and real-time access to all information while in the field. To access all the benefits and features, your contractors and technicians need to download the mobile app and log into the system. You will even have control over team access and credentials.    

Additional Benefits of Field Service Lightning

Customer experience is the top priority, but assisting your technicians in making their job easier is crucial for team performance and morale. Technicians experience challenges in the field, and when they have the support of their company, they are more efficient.

There are several challenges field techs face every day. These include a lack of access to service manuals, visibility of parts and equipment, limited access to training videos, and inefficient pre-visit reviews of service history. All of these things can be automated and accessed easily at any time by your onsite workforce.   

Providing your field techs with a better experience is necessary. Yet, that is not the only thing your business needs to manage. Here are a few of the other benefits your business can gain with an FSL:

•       Timesheet management: This allows for accounts payable and receivable to ensure payroll accuracy by providing the techs with up-to-date payment information.
•       Travel accommodations: Field service techs, dispatch, bookkeeping, and administration will more easily handle the vouchers for travel and reimbursement.
•       Tracking of parts and equipment: This gives dispatch, techs, and management the tools to access a single source for product shipment and equipment tracking. 
•       Text or email alert generation: After a service call, this feature allows techs or dispatch to send surveys and utilize other CRM tools.

Studies show that both customer experience and employee experience are necessary to run a successful field service team. Salesforce provides solutions to bring agility, precision, and proficiency to your field service technician management to make your customers happy.

SPAR Solutions for Salesforce Field Service Lightning for Your Business

You have decided to automate or upgrade your current field service operations for your onsite workforce, and you need a reliable solution. With a 100% success rate in project delivery around-the-clock support staff, you are working with a company you can trust with your customer and employee experience.

The founders of SPAR Solutions met while working together at IBM consultants. In 2009, SPAR knew it was time to expand. And with more than 20 years of IT experience among team members, they have provided FSL solutions for more than 80 employees globally. FSL is just one of the services available through SPAR Solutions.

Does your field-service workforce need better automation? Call us at SPAR Solutions and speak to one of our professionals. They will show you how our technology solutions align with your customer experience approach.