Salesforce Field Service
Field Service requires full knowledge of its specificities. Unfortunately, a good Sales Cloud consultant doesn't necessarily make a good Field Service consultant. That's why we put even more value on conceptual experience for this product.
The keys to a Successful FSL project
✔ Single out and review the types of contracts you have with your clients: installation and/or maintenance, equipment to be maintained, equipment location
✔ The level of commitment: intervention under 2 hours, at night, etc...
✔ Interventions included in the contract and those outside the contract
✔ What products/services/services do I offer to my customers in my service contracts or even those that we can offer as additional services on the same equipment.
✔ What equipment is present at my customers' homes?
✔ Keep your customers up-to-date on service calls: Use digital channels to confirm an service call (SMS, Email,...).
✔ Communicate after the call out
✔ Pinpoint the right technician to enhance your service calls (skills required, locate the technician closest to the client's premises, call out during working hours or when needed?)
✔ Traceability, traceability and... I forget..., traceability!
✔ The parts that have been changed
✔ The time spent on the journey
✔ The time spent on the intervention (some actions may require billing)
The Basic Elements For a Successful Field Service Lightning Project
➡ Implementing the Salesforce Field Service Lightning brick is always an opportunity to review all business processes.
➡ Identify actions to be performed during an intervention (mainly on preventive interventions) :
Safety actions (the quality manager will be mad with joy!)
Checks to be carried out
Parts to be changed
➡ Embedding sales people to ensure that wacky benefits are not offered.
➡ Ensure the relevance of the services, a service that does not fit in the boxes and a service that will be difficult to process and trace!
➡ It may sound surprising, but this type of project makes you ask yourself this type of question: what products/services/products do I offer to my customers?
For a client operating in the HVAC sector (heating, ventilation and air conditioning)
Scenario
The client launched a major IS restructuring operation using several Salesforce software components, including the FSL. After starting the project with an integrator, the client wanted to do an audit after a few months because they were not convinced the work was being carried out.
Service Scope
- Understand the client's Field Service functional scope
- Do an audit of the work done by the integrator
- Return the results of the audit
What we achieved
In less than 2 weeks, we put the client in contact with an FSL expert who was able to do an analysis and give feedback on the work carried out so far in a very short period of time.
It became clear that the scope understood and covered by the integrator did not include the needs specified by the client. We subsequently conducted workshops with the business in order to develop a sensible roadmap and deliver Salesforce FSL technical training to the client's internal teams. These teams were then able to take over the governance of their project. We then made technical experts available, taking into account budgetary constraints, and are delighted to continue helping this client in their current digital transformation!
Contact us and speak with our Field Service Lightning experts!