SOLUTION

Deliver Intelligent Field Service

Transform the customer experience with faster, smarter field service.

Grow your business and delight customers with the world’s #1 platform for service.

Customers today expect exceptional service powered by knowledge and data, which is why we built our Deliver Intelligent Field Service solution. Use Field Service Lightning to resolve product issues quickly with optimized job scheduling and enhanced field technician productivity. Provide proactive support with Salesforce IoT triggered alerts based on device data. Personalize service with Service Cloud, giving agents a 360-degree view of each customer as well as instant access to real-time information on product usage, warranties, and more. And increase the first-time fix rate to lower your costs and drive more business revenue — all with the world’s #1 platform for service.

Here's how it works.

Our Deliver Intelligent Field Service solution enables manufacturers to streamline their field service operations, empower technicians to resolve issues on the first visit, and keep customers happy.

Infographic flow from service agent to customer

Step 1
The service team can receive an alert about an issue from the customer via phone, email, chat, or even automatically from a connected product.

Step 2
Salesforce assigns the case to a service agent, who finds the right technician for the job based on experience, location, and availability. The dispatcher then sends the assignment to the technician.

Step 3
Once technicians are notified, they are given directions to the job site, customer contact information, and inventory they need to fix the issue, right from their mobile phone.

Step 4
With access to past maintenance history, product specifications, warranty information, and more, the field technician is able to resolve the issue on the first visit.

Step 5
Thanks to an efficient field service experience, the issue is resolved and the customer is happy.

Here's how it works

Our Deliver Intelligent Field Service solution enables manufacturers to streamline their field service operations, empower technicians to resolve issues on the first visit, and keep customers happy.

Step 1
The service team can receive an alert about an issue from the customer via phone, email, chat, or even automatically from a connected product.

Step 2
Salesforce assigns the case to a service agent, who finds the right technician for the job based on experience, location, and availability. The dispatcher then sends the assignment to the technician.

Step 3
Once technicians are notified, they are given directions to the job site, customer contact information, and inventory they need to fix the issue, right from their mobile phone.

Step 4
With access to past maintenance history, product specifications, warranty information, and more, the field technician is able to resolve the issue on the first visit.

Step 5
Thanks to an efficient field service experience, the issue is resolved and the customer is happy.

“With Salesforce, we can stay close to our customers as we continue to grow our business.”

ANTTI KOSKELIN, CIO, KONE

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What’s included in this solution

Salesforce Field Service automates field operations, including mobile inventory management, vehicle tracking, scheduling, customer portals, and more.

Service Cloud allows you to automate your processes, streamline your workflows, and deploy the right agent at the right time.

Of industry execs say products will become loss leaders for service revenue over the next decade

Of manufacturing leaders agree that improving their field service department is a top priority

Of field service managers say their agents make multiple onsite visits all or most of the time

Source: “Connected Manufacturing Service” Report

Explore the advantages of Salesforce for Field Service.

Blog

5 Ways Discrete Manufacturers Can Go Digital With Field Service To Meet New Customer Expectations

Read the blog

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3 Ways Field Service Protects Revenue for Discrete Manufacturers

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Disruption Drives Digital Transformation in Discrete Manufacturing

Article

Disruption Drives Digital Transformation in Discrete Manufacturing

Read the article

Datasheet

Delivering Complete, Trusted Service on the #1 CRM

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Report

Field Service Management

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Ready to learn more about Manufacturing solutions?

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Field Service Solutions for Manufacturers

With the evolution of predictive intelligence in vast business aspects such as service and manufacturing, companies now have to keep up with higher customer expectations. Field service in manufacturing is here to help,now technicians can give updates from everything from routes to calendar.

CRM: Salesforce CRM fosters better customer relationships, helping you save money and increase profits.

CRM Software Solutions: CRM benefits every industry and enterprise. Learn more about CRM solutions for your industry.

Field Service Solutions: Connect your workforce to deliver intelligent and productive onsite service with Field Service Lightning.

Improve Customer Satisfaction: Uncover the top 4 steps to keep clients happy and skyrocket customer satisfaction scores.

Track Service Agent Performance: Track each individual support agent as well as the team as a whole while having access to service metrics across all support channels.

Manufacturing CRM: Manufacturing software from Salesforce is ushering in a new industrial solution, driven by innovative means of connectivity.

Company Management System: Company management system for all industries by Salesforce.

Customer Service Management Software: Maximize agent productivity with customer service management software from Service Cloud.

Salesforce Feature Comparison: Compare the world-class features that make Salesforce the industry's choice for sales, service, and marketing solutions.

Manufacturing

SOLUTION

Deliver Intelligent Field Service

Grow your business and delight customers with the world’s #1 platform for service.

Here's how it works.

Here's how it works

“With Salesforce, we can stay close to our customers as we continue to grow our business.”

Learn how to provide faster, more predictive service to your customers.

What’s included in this solution

Explore the advantages of Salesforce for Field Service.

Blog

5 Ways Discrete Manufacturers Can Go Digital With Field Service To Meet New Customer Expectations

Blog

3 Ways Field Service Protects Revenue for Discrete Manufacturers

Article

Disruption Drives Digital Transformation in Discrete Manufacturing

Datasheet

Delivering Complete, Trusted Service on the #1 CRM

Report

Field Service Management

Ready to learn more about Manufacturing solutions?

Field Service Solutions for Manufacturers

Popular Searches

New to Salesforce?

About Salesforce

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Asia Pacific

SOLUTION

Deliver Intelligent Field Service

Grow your business and delight customers with the world’s #1 platform for service.

Here's how it works.

Here's how it works

“With Salesforce, we can stay close to our customers as we continue to grow our business.”

Learn how to provide faster, more predictive service to your customers.

What’s included in this solution

Explore the advantages of Salesforce for Field Service.

Blog

5 Ways Discrete Manufacturers Can Go Digital With Field Service To Meet New Customer Expectations

Blog

3 Ways Field Service Protects Revenue for Discrete Manufacturers

Article

Disruption Drives Digital Transformation in Discrete Manufacturing

Datasheet

Delivering Complete, Trusted Service on the #1 CRM

Report

Field Service Management

Ready to learn more about Manufacturing solutions?

Field Service Solutions for Manufacturers

Related Searches

Popular Searches

New to Salesforce?

About Salesforce

Popular Links

Americas

Europe, Middle East, and Africa

Asia Pacific