How ANZ Trade Organisations Get the Job Done Faster with Field Service Tech

Managing field operations with outdated tools can slow your team down and frustrate your customers. Here’s how new technology makes field service more productive and profitable for trade businesses, including Trailblazers like TOMRA Collection Australia.

In field service, time is everything. Whether it’s installing a new system or handling urgent repairs, every minute counts.

Managing jobs across different tools and relying on manual processes can create inefficiencies, slow your team down, and impact the customer experience. That’s where modern technology makes the difference. 

Salesforce Field Service solutions help Australian and New Zealand (ANZ) businesses of all sizes streamline operations by integrating tools, reducing complexity, and giving teams more time to focus on what matters most.

The result? Happier customers, lower running costs, and a healthier bottom line.

TOMRA delivers success through Salesforce Field Service

Advances in field service technology are transforming how trade organisations manage operations, from streamlining schedules to reducing downtime.

For businesses like TOMRA Collection Australia, which operates over 2,000 machines as part of Container Deposit Schemes across Australia, complexity was a major challenge. 

Before adopting Salesforce, TOMRA’s service and operations teams relied on 25 different tools to coordinate technicians and manage operations. Operating across six (soon to be seven) markets, each with its own regulations, added another layer of complexity. 

“Before Salesforce, when my team had to send a work order, it was a very manual process. The dispatcher had to keep track of where each technician was, plot travel times with Google Maps, and figure out who’s going to be the best fit to do the job,” explained Phil Parbury, Service Manager at TOMRA. 

TOMRA needed a single platform to manage its network from sales to installation, service, and maintenance. Now, with Salesforce Field Service, dispatchers can manage work orders, assign jobs, and track parts and technician availability in one unified system. 

“One of our main objectives was getting a single source of truth. […] Before Salesforce, our dispatchers would have to touch six different tools to assign work orders — now, that’s down to one,” says Parbury. 

With AI-driven automation, TOMRA has seen a 26% improvement in technician response times, and its first-time fix rate has climbed to over 99%. This efficiency has allowed TOMRA to scale its site base by 25%, without needing a significant increase in headcount.

Top field service innovations for businesses in Australia and New Zealand

Field operations today demand more than spreadsheets, whiteboards, and point solutions. With advancements in field service technology, businesses are finding new ways to streamline their workflows and improve their services. Here are some of the top innovations in Salesforce Field Service helping small and medium businesses across Australia and New Zealand work more efficiently and effectively:

AI-powered scheduling and automation 

Salesforce Field Service uses Agentforce to automate technician scheduling, considering factors like availability, skillset, and proximity to job sites.

This helps businesses reduce travel time, eliminate unnecessary truck rolls, and ensure jobs are completed correctly the first time. 

Mobile access for field technicians

With the Salesforce Field Service mobile, technicians have real-time access to work orders, parts tracking, and equipment maintenance history. This means your team knows what they’re walking into before arriving on-site, improving first-time fix rates, reducing repeat visits, and ultimately improving the customer experience. 

Integrated payment processing 

The mobile app also gives technicians the power to generate invoices and process payments on-site. This reduces paperwork and administrative delays, speeding up cash flow and helping you get paid faster while driving incremental revenue opportunities. 

Visual Remote Assistant 

Visual Remote Assistant allows service agents to diagnose and resolve issues through video support without needing to send a technician on-site. This not only saves time and costs but also makes sure your customers get the personalised experience they deserve.

Predictive maintenance with AI

Asset Service Prediction helps businesses move from reactive to proactive service. By analysing past service data, Asset Service Prediction uses AI to help predict when equipment is likely to fail, allowing businesses to address issues before they cause costly disruptions.

For companies like TOMRA, where machine uptime is critical to revenue, predictive maintenance can help prevent breakdowns before they happen. 

“For us, it’s about moving towards preventative maintenance, instead of reactive. How can we get someone to site before the machine needs them, and further improve uptimes? Uptime is our primary objective,” says Parbury.

Keep your customers happy and bottom line healthy

Field service technology isn’t just for large enterprises — it’s reshaping the way businesses of any size operate across ANZ. 

With Salesforce Field Service, trade organisations can use AI-powered innovations to run jobs more smoothly, reduce costs, and deliver top-tier service that keeps customers coming back. 

Companies like TOMRA have already seen the benefits — faster response times, fewer repeat visits, and scalable growth without increasing headcount. The future of field service is here, and it’s designed to help your business thrive.