Using Salesforce ensures Superior’s field technicians have the same knowledge as staff in the office. Field Service Lightning schedules regular maintenance in advance, freeing up managers and enabling more efficiency for technicians. There’s no need for field technicians to call the office because they have all the information right on their mobile phone. They can get directions using the map in Field Service Lightning instead of using another GPS device. All of this saves time and allows the team to be more productive.
“When we hire new technicians, we can actually see the wow factor in their faces because they’re comparing it to their previous experiences with field service,” said Pahlavan.
Field Service Lightning also enables managers to schedule, quote, and dispatch field technicians. If supervisors have questions when responding to a maintenance call, they can open the Gantt chart or a map view to see if anyone is scheduled to be in a particular service area, making emergency dispatch easier. Salesforce is also fully integrated with Superior’s payroll so managers can see whether or not a job was completed properly and ensure the technician is compensated accordingly.
“When I started out as a maintenance technician, there was a lot of paper, a lot of time spent trying to reach people in the field,” said Amanda Beminster, Client Services Supervisor. “I find that Salesforce has helped out a great deal because it’s very interactive and you can get responses and information in real time.”
Because the new cloud-based system has inventory management and all the information field technicians need about facility assets, they can come prepared with the appropriate parts and equipment. Average resolution time has been shortened from two weeks to 1.6 days, allowing the company to offer 24-hour service. All this means happier customers and more engaged employees.
“We usually do about 130 calls a month on service and about 80% of them are resolved within 24 hours,” said Pahlavan. “Our aim is to fix something on the first visit. That really gets customers’ attention and they say, ‘Okay, these guys are doing a great job.’ As a result, we retain about 95% of our customers and our field techs seem happier at work, too.”
Superior is also leveraging AI capabilities within Salesforce. The company’s IT team created a program that reminds customers and prospects automatically when they haven’t responded to an estimate after five days.
“We actually measured how many days we should wait,” said Nabil Amini, Operations Manager. “Using Salesforce, we were able to test a variety of different follow-up periods to find which was optimal. We also tested different sender names for the email and noticed that certain names elicited a faster response. All this gives us a better closing ratio on the opportunities.”