What Is Salesforce Field Service Lightning And Why It Is Important?
The long-time vision of Salesforce CRM to automate the sales process had a kick start as businesses started to invest in the framework. In return, organizations witnessed an exponential progress in their lead conversion, customer satisfaction, and return on investment. However, the progress was designated to digital businesses where field services were merely a concept. Soon, Salesforce urged the need to reach field services that were gruelling to control. That’s where the world was introduced to Salesforce Field Service Lightning.
Having learned about the ‘why Field Service Lightning,’ let’s dig more into this extension and learn its importance.
What Is Salesforce Field Service Lightning?
Salesforce Field Service Lightning is a management software to enhance customer experience through field services. One of the major benefits of using Salesforce CRM is the 360-degree information analysis of customers. Now, the information is regularly traced and schemes are prepared based on the collected data. With Field Service Lightning, the pieces of information can be quickly transported to the service team working on-field.
Components Of Salesforce Field Service Lightning –
FSL in Salesforce is basically a software! Therefore, the components are the three key players that bring the ‘why Field Service Lightning’ part into reality. These three components include:
1.Call Center Executive
They are the company’s representative in front of the client. If the client has to order a particular service or raise a query, the Call Center Executive will create a record in the Service Cloud. Apart from booking an appointment, Call Center Executives have no other access to the information.
A dispatcher is a bridge between Call Center Executive and Field Service Technician, who collects the information, passes on the query, and transfers appointments to the service team. They perform the assigned task through Dispatcher Console created inside Salesforce CRM.
3. Field Service Technician
Through a mobile application, a request is generated to the Field Service Technician based on the appointment or query redressal. All the related information is passed onto the Field Technician, which allows them to customize the service accordingly. After completion, they are asked to collect the acknowledgement of the customer to assure the service provided.
Features Of Salesforce Field Service Lightning
Now that we’ve understood the structure of FSL, let’s move on to the features. So, the features of FSL in Salesforce are as follows:
The Service Team will receive the accurate time schedule as per the availability of the customer. So, they can manage the travel time and work schedule accordingly.
The software recognizes the ability of an individual technician and assigns the task appropriately. The aim remains to enhance customer satisfaction.
The electronic signature facility is provided by FSL while accepting the work request as well as acknowledging the service.
Upto 3000 technicians can be registered in the FSL, which will definitely increase with time.
Supervisors can effortlessly manage the service provided by the technicians through a map view or Gantt graph.
Administrators can configure and manage the work structure, service guidelines, and basic requirements through the software.
Use Cases Of Salesforce Field Service Lightning
Undoubtedly, most businesses are looking for digital transformation. However, the field services will remain relevant as they provide the practical service offered by any company. In order to understand the importance of FSL in Salesforce, we need to dive into the use cases of FSL in different sectors.
1. Financial Sector
When your customers are about to invest or make a financial decision, they require guidance from an expert. Now, there might be a plethora of people surrounding them ready to outburst a suggestion. However, an expert’s advice is always valuable. This is where you can reach out to them with your Field Experts on your behalf and guide them as per the requirement.
Not every patient can quickly reach the doctors to receive a proper treatment. Unfortunately, this results in fatal losses. Therefore, you can provide your services to the patients in need with FSL by your side.
3. Manufacturing And Automobile
Both purchasing and manufacturing of automobile vehicles can be easily done on a digital platform. However, you can still not enjoy the test drive online, and won’t ever be able to. This is where FSL will allow the Field Experts to provide the test drive service from your end.
In a retail business, customizations according to the customer’s requirements are often missed. Just imagine the level of enhancement in the conversion rate if the customer receives a personalized introduction, service, and support. Field Service Lightning will make sure it’s a reality!
5. B2B Sales
When it comes to personal appointments during a sales process, Field Technicians are often unprepared. The reason behind this is the lack of customer information and prior research on the requirements. FSL will distribute the customer’s information to the designated technician. So, the customer meets a solution-driven approach of the company.
6. Human Resources
The process of conducting interviews and onboarding an employee is definitely a hectic task. Moreover, there are a number of occasions when you can lose a candidate even before the interview. Field Service Lightning will automate the research and feedback process and the Human Resource Executive can enjoy a streamlined onboarding structure.
All the information we’ve provided about the Salesforce Field Service Lightning shouts out loud that the software is important for businesses all around the world. Even if you are planning for digital transformation in the coming years, FSL will keep on enhancing the customer experience. If you are planning to integrate FSL into your business and looking for a Salesforce Development Company near you, Ksolves is merely a call away!