The age of the customer is now, more so than it has ever been. Sure, customers have always been important, but it wasn’t until relatively recently that organizations began to fully grasp just how significantly customer satisfaction factors into business success. And while the customer may not always be ‘right,’ the truth is that right or wrong, they do generally have the final say. Many modern businesses are constantly working to raise the bar, not only by offering free peripheral services (such as free shipping, free trial periods, or even limited-time free merchandise), but by also taking advantage of advancing technologies to focus on improving the entire customer experience. And, for those businesses that provide in-field services (such as home health care, property maintenance, installation services, etc.), where agents and equipment are deployed on customer property, using technology to promote customer satisfaction is a must.
But with these new technologies, many businesses are finding themselves confused as to how best to improve their customer service management processes. After all, service management systems can be very complex. As such, understanding what is possible and what is available is key to providing your customers with an experience that will keep them coming back.
The first thing to understand about field service management is that it differs from traditional IT-based service management. Field service management is about coordinating mobile agents and equipment. And although this definition says little about the need to provide exceptional customer service, customer service management is the logical extension for those businesses who want to enhance the customer experience.
Historically, service management relied on a limited number of field agents operating under the direction of some form of central dispatch office. These agents would receive work orders, plan schedules, and then proceed to specific assignments. However, once in the field, these agents’ ability to receive updated information or other relevant data was severely limited. As mobile smart devices became common, field service companies recognized the boon that fully-mobile computer systems could offer their industries. As of now, 60% of field service organizations allow employees to use personal devices for work, and by 2018, it’s expected that 70% of mobile workers will use a tablet or a hybrid device that has tablet-like characteristics. Still, the potential for field-based customer service management software wasn’t realized until the introduction of the cloud.
The cloud is a term used to describe the ability for various computers to access one network, essentially the same concept as internet. But more than that, the term has taken on a more specific connotation, describing the ability to remotely access stores of data, applications, and even entire platforms at full functionality via a standard internet browser application. This means that businesses no longer need to invest in expensive hardware or inhouse servers, and it also means that any authorized users can access the same data from wherever they are, and see updates in real-time. This particular advancement paved the way for other improvements and benefits. Modern service management offers a number of advanced features that every field service business should understand when choosing a service management tool. These are the benefits we consider to be most essential:
Although there are many service management options available on the market, Salesforce's Field Service Lightning tool is the most effective. A secure and respected business, generally recognized as the leader in CRM tools, Salesforce has created a secure, powerful platform that operates entirely out of the cloud. Field Service Lightning is designed to be able to track all assignments and appointments, integrate seamlessly with existing company processes and other Salesforce applications, manage complex assets, monitor and evaluate agents in the field, and more, all while automating tasks for maximum efficiency, at a cost built to scale with your business.
Customer satisfaction is more important than ever and for those businesses that operate within field service industries, it’s absolutely vital. Don’t rely on outdated tools when it comes to providing a superior customer experience; instead, rely on those who have built their reputation on perfecting customer relationships. A field service management solution from Salesforce can improve efficiency and communication for you and your agents, resulting in better services, happier clients, and higher profits across the board. Contact Salesforce today, and see for yourself just how effective the right field service software solution can be.
The best way to see how Salesforce is revolutionizing customer service is with a guided tour of Service Cloud. With the guided tour, we can show you how Service Cloud shines in several common use cases and scenarios.
Questions? Our reps have answers. 1-800-667-6389