Field Service

Powerful field service hub for optimized customer service.

What is Salesforce Field Service^®?

Field Service is all about delivering smarter, more personalized and faster field services through automation and integration of operations to delight your customers.

Field Service gives you a comprehensive, mobile-friendly toolset to optimize your workforce management, boost productivity and empower the entire service chain from agents, dispatchers to mobile employees and managers.

What can you do with Field Service^®?

You can equip your teams with a comprehensive view of the entire workforce ecosystem with real-time visibility to track progress, schedule appointments and assign workers while staying connected with your customers anytime, anywhere and on any device.

Field Service is an extension of Service Cloud and so improves business processes when connected to other Salesforce Clouds (such as Sales Cloud^®, Marketing Cloud^® or Experience Cloud^®) identifying opportunities for Sales to generate revenue.

Field Service can be integrated with IoT devices and onsite data to predict maintenance needs and automate proactive and responsive support to keep your customers running. The addition of Field Service Analytics uses the power of Tableau CRM to gain priceless insights for better performance.

68%

Service executives agree field service is an important part of their customer experience strategy.*

72%

Executives use field service management software for faster case resolution.*

92%

Executives believe they need to adapt their service model in order to keep up with customers’ needs.**

*Salesforce Field Service Datasheet

**Connected Service Study 2016

Get the most out of Field Service with VRP Consulting

Whether you are looking to improve your scheduling process, reduce costs, improve on-site service efficiency, upgrade the convenience of your services or integrate a mobile app, we have the experience to help you get you operational in no time.

1. Powerful Dispatcher Console

We will configure your dispatcher console with custom views (maps or a Gantt charts), layouts and filters so you can provide a rapid response to your customers’ needs:

Access, filter, sort, search and perform actions in appointment list
Access resource list
Get the full view of mobile workforce
Automatically assign the right workers to the right job according to priority, skill and location through scheduling optimizer

2. Convenient Mobile App

We will build, configure and customize your mobile app for you to maximize your efficiency by providing your on-site workforce with instant mobile access to:

Real-time job schedules and updates
Work order specifications
Current customer information
Generation of technical reports
Van-stock and inventory
Knowledge database
Offline availability of records and information

3. Seamless communication

Our team will connect multiple communication channels to your hub so you can contact your customers through the optimal means:

Messaging: Live message, SMS, WeChat & WhatsApp
Email engines
Embedded Services: Live agent (Snap Ins), Chatbots, video chat
Telephony (CTI), Call center implementation & configuration

4. Useful Appointment Assistant

We will configure and customize your mobile Appointment Assistant to exceed your customers' expectations through:

Automatic, real-time notifications about their appointments through email, SMS or WhatsApp
Updates about expected arrival time, name and photo of the mobile worker with his location and GPS tracker
Information about safety practices and rules including pre-arrival checklist and safety protocols
Direct links to contact and reschedule

5. Powerful Field Analytics

Our teams will customize your Field Service Analytics through Tableau CRM to help maximize the performance of your on-site workers through:

Full access to customer service data
Full visibility of performance and KPIs for managers and dispatchers including first-time-fix rate and travel time
Easy customer complaint access and resolution
Convenient visualizations of performance analysis and actionable insights

6. Smart Einstein AI

We can integrate Einstein Vision with smart image classifiers to increase first-time-fix rate by empowering your mobile employees with access to:

Convenient image recognition to identify assets and repair parts (distinguishing similar looking parts, identifying serial numbers) to ensure stock availability and effectiveness of the repair
Instant image classification to prepare and advise a step-by-step guide for quick and easy repair

What are your options?

If you are taking your first steps with Salesforce or evolving your existing platform, our experts can match your needs with either full-service consulting and delivery projects, staff augmentation or support. Click to find out more.

Our Cloud Experience Matrix

Explore our project matrix to learn how our customers were able to digitally transform their business, gain valuable customer insights, automate business processes, improve customer service delivery, personalize their marketing campaigns, implement market-disrupting solutions and drive revenue by harnessing VRP expertise and the power of Salesforce.

Find the right solution for your business

Kickstart your next Salesforce project with an award-winning Salesforce partner. Complete the form and one of our consultants will get back to you. No matter your size, industry or requirements, we have the expertise and experience to help you achieve your goals.