How Asset Centric Businesses Uncover Revenue with Field Service
Reimagine how you operate with Salesforce Field Service
It’s no secret that people, process and technology need to be aligned for any organization to operate efficiently. As asset requirements have intensified, customer expectations of the businesses they work with have grown. Whether you are managing ropes, delivering bikes or heavy manufacturing equipment, you need to know where your asset is, when it needs to be serviced, and what's required to deliver it.
So how can your field service organization bridge the gap and move towards a single platform that allows for streamlined operations?
Enter: Salesforce Field Service (SFS)!
With SFS, service teams will have access to enhanced asset management and dynamic resource scheduling capabilities all on a single platform, leading to better operations and more profit.
Let’s take a look at 3 ways SFS can help your asset-centric business thrive.
- Increased Productivity
SFS allows companies to be more productive, whether that is before servicing customers, or servicing already deployed assets. Get ahead of managing your products as they turn into managed assets in the field with SFS’s bundle of asset-centric features that supports serviceability and connectivity. This technology actively takes in asset data from field agents, customers, and the actual asset itself through mechanisms such as IoT and Telemetry. This information can all be managed through SFS!
- Greater Visibility and Connectivity
Gain better control over your assets by knowing what is in your trucks, your warehouses, and in the field with asset tracking. With SFS, all of this information is accessible on your mobile phone or laptop. Easy access to tagged and tracked assets helps your business see an increase in efficiency, and better visibility, leading to smarter decision-making across your whole team.
With SFS you can go beyond just tracking your cases. This tool allows you to communicate clearly and set expectations with customers that are documented for future reference, allowing your reps to go back and see what is actually happening with your assets. Continuous updates to data leads your business to smarter decision-making, communication, and visibility. By knowing the last time, date, and place assets have been serviced, the exact drop-off time, pick-up time, and more, your teams are powered to make the best, most accurate decisions possible - helping your business and agents thrive!
- Decreased Revenue and Asset Leakage
Keep track of maintenance and avoid the loss of assets due to lack of visibility, failed follow-up with a customer, or past-due maintenance. This is where SFS really sets itself apart from other asset management tools, it facilitates foundational asset management service requirements such as warranties, service contracts, maintenance plans, and work orders.
Let’s see how the leading provider of porta potty rentals in the US used SFS to manage 300k+ serialized assets.
Our customer’s need for change was more than just meeting customer needs with new technology. It was about changing how they used Salesforce to maintain their growth trajectory, by connecting employees, customers, and technicians in their delivery process, all while prioritizing the end-to-end customer experience. With limited visibility into their on-site team, resources, and customers, they were dealing with major operational inefficiencies, which resulted in money lost.
Challenges
- Inventory was tracked by memory, and asset locations could not be tracked at all.
- Driving time was inefficient and customer needs were not met in a timely manner, which led to additional service requests.
- Manual processes were spent fixing shift changes, which not only wasted time but distracted field agents and caused preventable errors in the field.
- And lastly, Rerouting static routes led to missed appointments and an uptick in gas prices- which was a big reasoning behind finding a new solution.
Here's how a digital-first field service solution helped them rise to every occasion.
With better inventory management across multiple branches, our customer saw a 40% reduction in manual processes. With a simple tracking system that simplifies inventory issues, each asset can now be tagged, scanned and tracked when in service!
Their operational efficiency has increased by 30%, all thanks to strategically routed appointments. Travel time and overall costs decreased, and they saw an uptick in service trips, 2 more per technician, which has resulted in approximately 5,000 more services per day! It’s safe to say that our customer has become more reliable amongst its customers, and with that uptick in repeat business, they have scaled to 300k Service appointments per day.
SFS has provided this industry leader with a better way to provide A+ customer service. With 5000+ end users, they utilized Salesforce Maps to automatically create their territories, allowing them to nimbly shift their resources as their Customer Sites shift about every 6 months which has ensured profitable routes which of course, leads to happy customers.
And lastly, with the addition of a robust CPQ solution, they can now quote within 5 minutes and automate their entire workflow from quote to delivery to service, speeding up their cash collections and decreasing revenue leakage.
At a time when most of the world was shut down, it’s amazing that this investment in technology has allowed them to scale their business by 3X!
Are you ready to drive major operational results like this business? Our team of experts will work with you to identify where you are at in your digital journey, map through a recommended solution implementation process, set milestones and define your ROI targets! Contact us today.
