Field Service Lightning’s Data and Connectivity Transforms CX

August 12, 2019 Halie Vining

Did you know that as of 2012, only 0.5% of all the world’s data had been analyzed?  

Of that data, only 22% even had the potential to be analyzed. While the cloud helped tech scale like never before, businesses just weren’t equipped to process all the data they were able to collect.  

Flash forward to 2019, and businesses still struggle to turn data into impactful actions.  

But we’re getting better.  

Salesforce is helping fuel this transformation with its service cloud feature, Field Service Lightning (FSL). From automating service calls on Internet-enabled devices in the field to improving appointment scheduling, this flexible solution helps companies schedule useful actions from that useful data. Oh yeah, and since it’s an extension of Service Cloud, data visibility extends far beyond the field. 

IDC reports that by 2020 nearly 37% of data will be useful. And maybe more importantly, businesses are better equipped to make that data actionable. In the past seven years, business intelligence software, AI, and connectivity have come a long way. The emergence of BI tools like Tableau have made it faster for businesses to aggregate and process data. And AI is now fueling predictive insights and actions on custom apps, CRM, and more while API-led integration is rapidly increasing data visibility. 

Data in 2019 (and beyond) has the power to truly transform business operations and the experiences these operations create for customers. Field service, long notorious for subpar customer experience, is one of the industries seeing the biggest transformation from useful, connected data. From inconvenient appointments to missing information leading to follow-up appointments, field service is an area that suffers from low data visibility. 

Who here HASN’T been the victim of a be-there-between-1-and-5-PM service appointment? We can all roll our eyes at the annoying ambiguity of these types of appointments, but when things go wrong it can negatively impact customers’ lives – maybe a customer has limited paid time off, or a service technician arrives early, and a customer has to reschedule and use up even more PTO.  

But with the right data and the right tech to process that data, field service management has incredible potential for improving operational efficiencies – resulting in less wasted costs and happier customers.  

In just over three years of existence, FSL has helped companies unlock more value with CRM data. Take these examples: 

Companies can start with out-of-the-box functionality and customize to meet employee and customer needs. Ultimately, FSL bridges customers, products, device data, and CRM, enabling them to: 

  • Improve visibility: Know where technicians are and what they’re working on. Ensure work is evenly distributed among technicians, so none of them are under or over worked. 
  • Optimize scheduling: Assign the right person and equipment to every job. Reduce customer wait times and improve the fleet’s fuel efficiency. 
  • Manage products in the field: Identify the parts needed for every work order. Secure the parts needed at the time of work order creation, so you have the stock required to get the job done. 
  • Increase sales: Sell follow-up work or related products at the time of service. Turn ongoing maintenance into an opportunity to boost sales while increasing the longevity of the equipment. 

With a product like FSL, companies not only leverage data and improve operations, they're also providing better customer and employee experiences. As your business continues its journey with data, look beyond the numbers. Seek out the technologies and platforms that help you turn data and insights into real actions that set your team up for long-term success. 

Have questions about FSL? Get in touch

About the Author

Halie Vining

Halie leads the Go-to-Market strategy for Salesforce Services at Appirio. She began her career in Consulting, focusing first on enterprise-level SEO and content strategy and later on UX and product management. She's worked with brands like Rackspace, HP, Intel, and Airstream to use UX strategy to drive marketing and sales success. When she's not geeking out on digital strategy, you'll find her cozied up with a book, a beer, and her two labradors, Watson and Wyeth.

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