Field Service & the Importance of Great Change Management
To remain relevant in today’s highly charged, competitive landscape, field service organizations need a change management framework to guarantee the success of their solution.
The most successful companies are developing new ways to share knowledge across their network of service technicians, streamline pricing, and optimize operational efficiencies… all with Salesforce Field Service management software!
Is your organization facing any of these common field service management challenges?
- Managing a large, growing, and constantly changing number of assets in the field?
- Needing to add third-party service providers as alternative field service resources?
- Not receiving enough performance data, field service reporting insights, or customer feedback?
If so, Salesforce Field Service could be the answer!
Benefits of Salesforce Field Service for Your Technicians and Field Service Agents
For Field Service Technicians:
- Streamline communication across your field service workflow — whether that's knowledge transfer from experienced to newer field service technicians, route changes, or needs identified in the field in real time
- Route each technician to the job that best suits their skills, with all the information they need to deliver best-in-class field service support before they arrive on-site
- Make their day-to-day more seamless through the Salesforce Field Service mobile app — improving retention, reducing frustration, and enabling better mobile field service performance across the board
For Dispatchers:
- Reduce drive time through intelligent field service scheduling software that optimizes routes automatically — keeping field service technicians on-site rather than on the road
- A seamless, easy-to-understand dispatch software interface, fully connected to the field service mobile app, ensures that every dispatcher has real-time visibility into their entire field service management system
- Automate manual, time-consuming field service scheduling tasks — freeing dispatchers to focus on complex cases and strategic decisions rather than routine coordination
How a Leading Home Workout Equipment Brand Found Success with Salesforce Field Service Management
Business began to boom in 2018 for one popular home workout brand and equipment manufacturer, but after the holiday rush in 2019, they experienced explosive growth, quickly. They soon realized the need to scale their operations because they were quickly falling behind on fulfilling orders. In search of a cutting edge solution that could keep up with their growing operational demands, they turned to Salesforce and NeuraFlash for a field service management solution that could scale as fast as they were growing.. We soon implemented a robust Salesforce Field Service solution to optimize their delivery and appointment systems.
How could they get to all the appointments they needed in a single day?
How could they reduce months of backlog?
NeuraFlash implemented a robust Salesforce Field Service management software solution with automated, optimized routing built on a large set of real-world conditions — skills, availability, drive radius, workload distribution, and more. The result:
- 50% reduction in truck travel time through intelligent field service scheduling software and route optimization
- 20% increase in technician utilization through smarter workload distribution across the field service management platform
The results didn’t stop there! Our customer truly reimagined how their Field Service investment could continue to benefit their business, by investing in a self-service scheduling solution, the first of its kind. Using the power of Salesforce Field Service, a B2C self-service booking model was formed, displaying real-time available appointment slots, going beyond just route optimization. Not only do they now provide differentiated service to their customers while optimizing their agents' time, but they have improved the member experience and can take upwards of 15,000 orders per hour.
Outcomes they’ve seen:
- 65% reduction in agent time spent on support
- 50% decrease in service travel time
- 20% increase in technician utilization
- 30%+ of member support appointments deflected through field service self-service
- 3,000 orders per hour
There's a Lot Riding on a Successful Field Service Management Software Implementation
Organizations looking to operationalize, streamline processes, or scale their field service operations face a daunting transition: moving from heavily manual, siloed field service workflows to modern, cloud-based management software. The operational complexity is real — and so is the cost of failed adoption.
Change can be overwhelming, even more so when failure to adopt the new processes and technology can drastically impact ROI on the technology that was supposed to make work easier. Though it seems like an overwhelming initiative, it won’t solve itself. That’s why NeuraFlash built a change management practice.
Our goal isn’t to just build field service management solutions for our customers, but we aim to inspire long lasting, revenue generating change!
“Projects with Change Management are 6x more likely to meet objectives.”
What is Change Management, and how will it impact your Field Service implementation?
Change Management means proactively involving people in the change, bringing them along for the journey. This minimizes surprises, resistance, and frustration, creating a better employee experience. Here at NeuraFlash, we have an end-to-end strategy for ensuring field service success, which includes a structured process and a set of tools that supports your organization and creates a better employee experience across every persona impacted by the Salesforce Field Service rollout, from field service technicians and dispatchers to branch leadership and back-office teams, throughout the full lifecycle of the field service management solution.
What's included:
- Unique branch-by-branch rollout strategies tailored to the distributed nature of field service operations
- Communication tools designed specifically for a mobile, dispersed mobile field service workforce
- High-touch, hands-on training for every persona in the field service management system
- Creation of a go-live support network to sustain adoption after launch
- Momentum-building strategies to establish a consistent rollout rhythm across your field service management platform
Let's Prepare for the Road Ahead, Together
Download our Playbook to learn more about our people-first approach to guaranteeing Salesforce Field Service implementation success.
Why NeuraFlash for Salesforce Field Service Implementation?
NeuraFlash's Salesforce Field Service practice leads have been working with the platform since its inception, and they thrive in complexity. As a leading Salesforce Field Service consultant, we know that every manufacturing customer is a unique blend of use cases, people, and technology stacks. We specialize in simplifying that complexity into seamless solutions that drive real business impact — from field service scheduling software and field service automation to mobile field service management and field service optimization.
Contact NeuraFlash to start your Salesforce Field Service journey today.
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