Salesforce Wants To Deliver More Automated Field Service Using IoT Data
Саня Гончаров
Field service is a broad concept that takes many shapes - landscaping, product delivery, utility repair, and more - but each one is united under a common goal: delighting the customer with prompt, exceptional work.
Salesforce wants to deliver more automated field service using IoT data
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Salesforce Field Service allows for this type of approach, especially if a customer is already using Salesforce Sales and Service Cloud to sell and service their own customers. Native to Salesforce, it builds upon an already best-of-breed Service Cloud offering to give organizations key functionality related to Field Service operations not only for the back office but for technicians in the field every day.
By leveraging data from Salesforce Sales Cloud, Salesforce Pardot marketing automation, and ServiceMax Asset 360, Lowry can drive automated campaigns for assets without attached service contracts and achieve universal visibility across all parts of the business. These powerful insights allow different team members to access existing account and contact data from Salesforce as they engage with customers, and tech support reps and coordinators can leverage Salesforce tools like email integration and Chatter.
The system also tracks various types of customer contracts (onsite business, depot-related services, software, and more), granular pricing terms for labor, parts, and consumables, and service level agreement (SLA) milestones. As soon as a customer work order is generated, all the pertinent information is already in place, with SLA milestone clocks set to ensure accurate delivery on warranties and service contracts.
Gartner defines the Field Service Management (FSM) market as a discrete market within the broader customer service and support software market.FSM suites support field service providers (FSPs), whose technicians typically travel to customer locations to provide installation, repair and maintenance services for equipment and systems (consumer, commercial or industrial). FSPs may also manage, maintain and monitor these assets under a predefined service or maintenance contract.FSM suites are delivered primarily as cloud-based services and mobile apps. However, some FSM vendors also provide the option to deploy some components on-premises.
With Salesforce Field Service we experienced as for the majority of salesforce products/clouds a product or solution, a product management team and customer success team behind the product which was and is very much focussed on business needs and business outcome. The product and the platform below delivers in addition a constant amount of innovations per release cycle (3 major releases per year). We simply love it and it's integration into the salesforce platform and data model. It definitely helped us to stream line and harmonize our field service processes and adopt users quickly to new technology.
I have worked with ServiceMax for years and I've seen the company and product grow into a mature, stable Service Delivery Platform. From their Account & Success managers to their Professional Services and Engineering teams, the company truly cares about their Customer's success in delivering effective and scalable field service.
Astea Alliance has provided us the ability to internalize our field service support without having a large IT support staff. We are able to bring on new customers without missing a beat. This has been totally transparent to our customers. Our field team is empowered and able to make smart decisions. Astea management has been very supportive when there are any issues. Using Astea RTI intends to empower our customers to directly interact and use their data for their own analytics. The Astea roadmap is in place with most of those requirements being delivered in the next release.
Losing money in the field by providing unwarranted free labor, parts, and loaners in order to keep customers happy is an easy thing to do and happens all too often. By automating service entitlements, you can prevent service revenue losses caused by work that should have been charged for. Service teams can instantly see the service coverage for every asset and respond quickly to customer requests. What is more, your back-office staff and field workforce can make better decisions, improve SLA compliance, and discover upsell and cross-sell opportunities.
With Asset 360, I can:
Access to real-time data and insights to identify trends, compare cost vs. margins, and take corrective actions, analyze service and product performance trends across the asset lifecycle, and much more.
Salesforce is working on several other AI tools. Heroku Enterprise supports the Apache PredictionIO open source framework (with Kafka as a Heroku service for streaming big data to Heroku) and Salesforce is creating a wrapper to make that easier to build your own custom intelligent apps using PredictionIO.
Salesforce IoT Explorer Edition will launch later on Tuesday as an add-on to the various Salesforce Cloud products, and it will become generally available next week. The idea is to give sales and marketing professionals better data on how customers are actually using products in the field or on potential new revenue opportunities from those products, said Woodson Martin, executive vice president and general manager of Salesforce IoT.
Schneider Electric, the electric equipment giant, is increasingly selling connected products and has been using a preview of IoT Explorer Edition to identify upselling opportunities by delivering pinpoint capacity reports from products in the field. Likewise Lippert Components, which makes parts for recreational vehicles, can reach out to RV fleet operators like Camping World or Cruise America with maintenance warnings using IoT Explorer Edition, Martin said.
Flows help you send object field data to your third-party application to perform the specific task as required. You can send a SOAP message from a record-triggered flow to specified endpoints. For example, notify external services when a high-priority case is created.
Salesforce is a robust Customer Relationship Management (CRM) platform, powered by Customer 360. It further offers a complementary suite of enterprise applications that focus on Marketing Automation, Data Analytics, Customer Service, and Application Development. Salesforce Service Cloud is built on the Customer Success Platform and focuses on providing help and support to its customers. It allows you to deliver faster, smarter, and more personalized services.
How does Salesforce IoT work? The software is integrated with multiple Internet of Things sensors and gadgets, allowing you to monitor data registered by them in real-time. This information is then leveraged in the pipeline processes that are managed via Salesforce IoT Cloud. Moreover, devices get automated feedback from Salesforce IoT, receiving push notifications and alerts or initiating some actions (like sending users guides to fix minor issues or creating tickets for the service team to deal with more serious ones). Such a plethora of functions is enabled by the components contained in the Salesforce IoT platform.
Einstein AI helps businesses automate data storage and predict future lead opportunities using valuable account insights, email and calendar syncing, contact records, and more. Teams can also introduce chatbots into their sites and social channels to improve customer communication.
Field service management software (FSM software) helps companies deliver effective onsite service by tracking requests, managing personnel, and maintaining visibility into operations. Common field service management software features include \r\n
- \r\n
- Work order management\r\n
- Inventory management\r\n
- Dispatch\r\n
- Scheduling\r\n
- Fleet tracking\r\n
- Reporting and analytics\r\n","@context":"http:\/\/schema.org","@type":"Answer"},"@context":"http:\/\/schema.org","@type":"Question"},"name":"Why choose field service management software (FSM)?","acceptedAnswer":"text":"Field service management software is built for teams that spend the majority of their time outside of the main office, warehouse, or manufacturing plant. But other than mobile capabilities, why should you choose a field service management software over other options?\r\nField service management software includes features specifically suited to field service companies. Most FSM software includes a mobile app for technicians and their managers to use in the field, while most ERP systems require a browser or desktop app to interface with the software. 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