The Top Safety Best Practices in Field Service Management

Protect your customers and mobile workforce with these field service safety best practices.

April 6, 2021 - Time to Read: 5 Minutes
Eric Jacobson
VP, Product Management, Salesforce Field Service

Safety has always been top of mind for field service organizations. Then came the COVID-19 pandemic. Field service teams needed to adopt new policies — quickly — to protect customers and their mobile workforce.

Today, 80% of mobile workers say that their employer has taken the necessary steps to keep them safe during the pandemic, according to the fourth edition of the Salesforce State of Service report. This includes improved cleaning and sanitizing procedures, physical distancing measures, personal protective equipment (PPE), training on how to safely interact with customers, and regular employee wellness checks.

of mobile workers say their employer has taken the necessary steps to keep them safe during the pandemic.
Learn how to enhance your field service safety requirements to protect your customers and your mobile workforce.

Conduct regular employee health assessments.

In accordance with federal and local guidelines, send a customized survey before shifts for mobile workers to assess their current health state. Identify wellness trends and employee health status to make the safest decisions for your field service operation.

Clearly communicate safety policies.

As customers make in-person appointments, alert them to your organization’s safety requirements. Use your customer portal as a resource to educate customers on how to best prepare for a site visit. Have them complete a short safety checklist beforehand. Ask them to have additional PPE for mobile workers on hand. And work with them to identify other ways to ensure safety – for example, by having mobile workers arrive at a secure, less-populated area of their building.
Salesforce Appointment Assistant can help provide safe service. With temporary live tracking, mobile workers can send a personalized messaging notification as they approach the customer’s location. Appointment Assistant may also include the technician’s name, photo, and employer logo.
Eighty percent of field service professionals say their employers have effectively communicated pandemic policies and procedures to their employees. It is essential to train your mobile workforce on new safety procedures. Get mobile workers up to speed quickly on what to do with digital learning modules. Regularly communicate updates by email or through your employee enterprise portal.
of field service professionals say their employers have effectively communicated pandemic policies and procedures to their employees.

Provide alternative field service options.

Not every issue requires an in-person visit: A cord may be unplugged or a system reboot may be all it takes to get things back up and running. For common issues like these, offer Visual Remote Assistant to customers. With these tools, agents invite customers to an interactive video session to walk them through step-by-step processes or transfer them to a field service technician for troubleshooting. If the issue is more complex, they can schedule an onsite visit for further support.

Mobile workers can also use Visual Remote Assistant in lieu of a preliminary site visit to assess an issue. And to speed up time onsite, mobile workers can connect with other technicians to work through a resolution together over video.

Optimize shift management.

Stagger schedules with a shift management capability to reduce in-person interaction with colleagues. Designate specific duties for contractors to handle versus full-time staff. For example, you may decide that it is best for contractors to only perform onsite service for certain kinds of customers. For dispatchers, maintain a flexible work-from-home environment.

Reduce mobile workers’ time onsite.

In addition to Visual Remote Assistant, ensure that your employees have mobile capabilities with the data they need in the palm of their hands. From their field service app, they can access customer data, asset details, and an automated task list. They can also view knowledge articles and reach out for further assistance by chat, phone, or video. If a mobile worker is visiting a remote location, offline capabilities enable them to download relevant information before arriving at the job site.

Keep everyone safe.

While the pandemic won't last forever, it is an important reminder that field service organizations must have strong safety policies and procedures in place and the ability to pivot quickly. Find out what else 4,000 global field service professionals are doing to adapt to change — and what you can do to evolve your field service management strategy for the future.

Want more? Get survey responses by role and industry. View the Tableau dashboard.


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About the Author

Eric Jacobson
VP, Product Management, Salesforce Field Service
Eric is vice president of Product Management at Salesforce. He leads all product management teams for Salesforce Field Service and enjoys helping customers across industries find innovative field service solutions. Eric played a key role in incorporating ClickSoftware into Salesforce’s wider field service offering.

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