Today, we are introducing Field Service Lightning, a radically new approach to field service for today’s connected world. Having been at Salesforce for 10 years now, I’ve had the chance to work closely with our customers, and Field Service Lightning is just another step in our evolution together.
In the era of the Internet of Things, service organizations have a tough job — customers expect everything and anything to be connected. While companies are racing to pull this connected thread through their offerings, the service lifecycle has been challenged. In fact, Salesforce’s 2016 Connected Manufacturing Service Report found that only 46% of field employees have the capabilities to access customer information in the field. This lack of information is the #1 reason that agents have to make a return visit, leading to high costs, frustrated employees, and worst of all, unhappy customers.
That’s why we are so excited about our new Field Service Lightning solution, connecting your field service agents and customers in a whole new way.
To learn more about the state of field service in the connected world, check out the interactive infographic.
Connected: For the first time ever, agents, dispatchers and mobile employees are all connected to their customers and products through a single, centralized platform — bringing a new level of transparency and efficiency to customer service.
Intelligent: Field Service Lightning applies a level of intelligence to the core of every field service task. Scheduling is based on skills, availability and location, allowing companies to optimize on-site service. With this, dispatchers and field service employees are now able to respond and make adjustments in real time, based on the most accurate and up-to-date information.
Mobile: A staggering 65% of field service workers still print out their service tickets and bring them in their vehicles! Field Service Lightning enables all service employees to access customer information, issue change requests, and update job status anytime, anywhere and on any device.