Lessons in Field Service Resiliency from 4 Trailblazers

How Salesforce customers adjusted field service management to meet the moment
 
TIME TO READ: 8 MINUTES
 
 

Even at the height of the pandemic, field service organizations continued essential duties. Mobile workers traveled to industrial facilities, hospitals, businesses, and residences to ensure uninterrupted service, fix machinery, and deliver critical supplies.

Meanwhile, company leaders adapted operations to protect their workforce. New safety protocols and tools enabled mobile workers to do more remotely, reduce visit times, and lessen the need for repeat visits to help ensure the safety of all.

Let’s examine how Salesforce customers created new approaches and developed innovative protocols and policies to meet the unique challenges of the pandemic. Read their stories below.

 
 

84%

of service decision makers prioritize improved or expanded mobile service offerings and operations.

 

71%

plan to significantly invest in their mobile workforce.

 

80%

say they provide mobile workers with the tech and resources to do their jobs well.

 

Meet the Trailblazers

 

AAA Carolinas went the extra mile for members

 
Industry:
Transportation 
 

AAA Carolinas serves 2.2 million members in North and South Carolina as part of AAA, the motoring and leisure organization. When COVID-19 shut down businesses and curtailed travel, AAA Carolinas temporarily closed its Member Care Superstores.

Determined to help people in need, the organization created a member outreach program in just five days with Marketing Cloud and Service Cloud, and they automated the roadside assistance process with Salesforce Field Service.

We were able to quickly shift our business to not only reposition agents but leverage Salesforce to pivot and provide members with a white glove experience that will drive loyalty and increase future referrals.”

 
Chris Doyle
CMO, AAA Carolinas
 

Putting proactive service into first gear

AAA Carolinas used Marketing Cloud to pinpoint 358,000 members for outreach. They created cases for the most severely impacted customers in Service Cloud and began offering assistance. The company went so far as to have an employee deliver toilet paper to a member who was having trouble finding it just to thank them for being a part of the AAA family.

Reskilling team members to put the wheels in motion

More than 200 employees turned their focus to the customer outreach program. Retail employees contacted members on virtual and digital channels. They connected with 25,000 members in the first week alone and soon reached 100,000.

Building detailed customer profiles

Agents used Salesforce to glean insights about members, such as their age and if they were living on their own, to personalize each interaction. Agents added new details about members after each resolution to influence future outreach.

Refining the member outreach cadence

The rate of successful connections and positive customer sentiment helped refine outreach, for example, to the best time of day and on each customer’s preferred communication channel. AAA Carolinas added this information into future project plans.

Improving roadside assistance

AAA Carolinas recently implemented Salesforce Field Service to meet member expectations on arrival times. The solution automates nearly all manual processes. Dispatchers use real-time, reliable insights to optimize scheduling — with response times dropping between 20%–25%. When technicians arrive, they use a mobile app to manage work orders with a 360-degree view of the customer.

Think about how your technology can help you pivot when necessary. You might need to do on Tuesday what you couldn’t imagine on Monday. Salesforce really helps because it gives you the foundation to execute your ideas.”

 
Chris Doyle
CMO, AAA Carolinas
 
 

5days

To create member outreach program

 

228

employees repositioned

 

25K

calls made in the first week

 

26%

of the time, members were successfully contacted

 

+80%

of customers expressed appreciation for the outreach

 

25k

calls made in the first week

 

Fike Corporation bridged the geographic and technological divide

 
Industry:
Manufacturing
 

Fike Corporation offers solutions that protect industrial companies from fire, explosion, and pressure. When COVID-19 made travel potentially unsafe for technicians to service specialized systems around the world, the company rapidly accelerated their digital transformation plan.

Fike leveraged Salesforce to develop new ways to share knowledge across its network of technicians, streamline pricing, and optimize operational efficiencies.

Real digital transformation can only happen when you have the proper alignment of your people and processes with your ERP (enterprise resource planning). And there is no better way to make that happen than to have everything in one native platform.”

 
Josh Batz
Chief Technology Officer, Fike
 

Guiding technicians remotely

Fike started a remote training program for technicians near service locations to handle emergency calls. They used Salesforce Field Service with a virtual assistant available on the AppExchange to enable a highly experienced “master technician” to walk a local technician through a service issue. The pair can access precise measurements, refer to diagrams and other resources, and work through problems.

Improving margins and service with a virtual hackathon

Fike gathered nearly 50 people on three different teams for a virtual hackathon of Salesforce CPQ to align pricing and processes. Teams attended daily stand-ups with Google Hangouts and used tools like Quip to ideate strategies that enabled Fike to increase its margins and improve customer satisfaction.

Shifting to a cloud ERP

Fike realized employees were spending too much time managing the connections between the front office, back office, and field service systems instead of growing their business. They shifted from disconnected ERP systems to a scalable cloud ERP that connects scheduling, capacity planning, and financial data. As a result, Fike gained business-wide visibility into complex processes.
 
 

167,000

assets managed

 

100

service techs across the globe

 

Wartner developed a laundry service to help overwhelmed hospitals

 
Industry:
Retail & Consumer Goods
 

Wartner is a high-end laundry service based in Paris, France. Before the pandemic, it served luxury hotels with a personalized and digitally tracked process for pickup, cleaning, and delivery. When COVID-19 arrived, Wartner pivoted to a greater need: helping local hospital systems.

In just eight days, they spun up a low-priced solution that reached 60 overloaded Parisian hospitals with a combined total staff of more than 90,000. In the first week, Wartner delivered more than 8,000 laundry orders so hospital staff could stay focused on patients.

Our teams did not hesitate to use our production capacities to support the hospitals. Thanks to Salesforce, which was especially mobilized to help us evolve our IT infrastructure in record time with our partners.”

 
Alexandre Macieira-Coelho
CEO, Wartner
 

Creating new tailored apps

Wartner used Heroku and Customer Communities to develop an app for order entry and payment. A second app, powered by Salesforce Field Service and Community Cloud, gave Wartner’s 150 employees a way to optimize pickup and delivery.

Drivers placed RFID chips on each order, so customers could track them on the app as linens moved through laundering and delivery. The RFID chips will eventually allow drivers to deliver clean linens to connected lockers so medical staff aren't pulled away from their lifesaving work.

Optimizing dispatch and routes

Wartner uses Salesforce Field Service to coordinate all dispatches and optimize street-level routing with a speed calculation of 20 km/hour. Drivers easily scan each order to automatically update its status along the way.

The Wartner platform now allows laundromats throughout France to scale their businesses by connecting with delivery services.

 
 

60

Overwhelmed hospitals served

 

8,000

service techs across the globe

 

90,000

Hospitals staffers served in 1 Week

 

WBP Group made property valuations possible from virtually anywhere

 
Australian-based WBP Group offers independent property valuations and advisory services — with comprehensive valuation reports typically requiring an onsite inspection. Virtual valuations were once just a hope for the future. The pandemic made them a requirement today, so WBP Group leveraged Salesforce to create a way to offer their services from anywhere.

Being able to analyze and react to different sets of data in real time is crucial. I’ve never had that visibility before Salesforce, and it is something that I’ve really appreciated as things like the logistics of getting out to properties at this time affect our costs and revenue.”

 
Brendan Smith
CEO, WBP Group
 
 

Streamlining appointment booking

WBP Group had a number of homegrown systems. Because of this, scheduling appointments was a slow, manual process requiring effort from both admins and valuators. With Salesforce, automation and self-service power better experiences. Customers log on to a portal and schedule their own appointments, including a virtual valuation. Confirmation now takes two minutes instead of up to four hours.

Offering virtual visits

When a customer chooses a virtual valuation, they receive a link to an app for step-by-step guidance. WBP Group hosts the virtual evaluations via video conference. Data flows back through Service Cloud, where valuators access it and complete their report. Salesforce Field Service enables customers to offer feedback post-valuation via surveys and access a customer portal to stay apprised of new services. WBP Group plans to replace their current app with Salesforce Field Service for valuators to access everything they need from the palm of their hand.

Shifting to a cloud ERP

Fike realized employees were spending too much time managing the connections between the front office, back office, and field service systems instead of growing their business. They shifted from disconnected ERP systems to a scalable cloud ERP that connects scheduling, capacity planning, and financial data. As a result, Fike gained business-wide visibility into complex processes.

Expanding capacity

 

WBP Group now manages 90% of its processes using Salesforce. As a result, WBP Group has been able to increase volume without adding headcount. The development team also has more time for higher value endeavors.

Increasing transparency and engagement

The management team now has complete visibility into performance even as COVID-19 disrupts business as usual. They can analyze and react to different sets of data in real time. WBP Group employees are also excited that their company is leading the industry in innovations while protecting their health and safety with a work-from-home option.
 
 

2weeks

weeks to launch virtual valuations

 

100%

bookings handled by admin team, compared to 50% previously

 

90%

of processes running on Salesforce within 6 weeks

 

2

minutes to confirm appointments

 
 

Enable resilient field service management for your organization

What do these Trailblazers’ stories have in common? A platform that can adapt quickly to changing situations.
 

See how to:

  • Offer support from virtually anywhere
  • Give mobile workers the information they need
  • Make data driven decisions
 

More Resources

 
 

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