Now all field service jobs at EnerSys are created as Salesforce work orders and back office teams assign these to the field technicians based on location and skill. Field technicians can then open the Field Service Lightning app to view their appointments for any given day and make sure that they’re prepared with the right equipment.
Field technicians can also use the app for directions and check into the job once onsite — the latter of which supports EnerSys to monitor employee safety.
“In the past, a lot of things went undocumented and nothing was in real-time like we have now. So, we wouldn't know whether a field technician had made it onto a site or whether they had the right equipment,” said Ervin. “Salesforce gives us that line of sight and makes a huge difference when it comes to tracking and productivity.”
Field technicians can now also report on jobs right from their mobile device. Using the Field Service Lightning mobile app, they can go through a checklist to provide details such as how long the job took and what equipment was used. They can also take photos to demonstrate what’s been done.
Some sites are so remote that field technicians may be the only ones to visit year after year, making the information and photos captured via the app crucial to maintenance. “If a site is overgrown with bushes or trees or needs repainting, we can recommend that these issues be fixed. It provides an amazing experience for the customer while creating more opportunities for work,” said Ervin.
Adding to this proactive service, EnerSys now sets reminders in Salesforce to alert customers when shelters and equipment need to be checked or replaced in the future. This takes only seconds and helps assure the network resilience of critical infrastructure.