How to Boost Efficiency of Field Service? 

A seamless customer experience is as important as the product or service itself, with 80% of customers valuing both equally. In 2024, field service management faces several challenges that can impact customer satisfaction and stifle growth, such as: 

Customers are four times more likely to switch to a competitor if their issue is service-related. This makes it essential for businesses to deliver exceptional service by resolving problems swiftly, maintaining equipment effectively, and providing timely support. Time is critical, and studies show 21% of customers expect their issues to be resolved immediately. Tools like Field Service Lightning (FSL) help businesses dramatically reduce response times, enhancing service delivery. 

What is Salesforce Field Service Lightning (FSL)?

Field service represents operations and activities performed by employees or technicians who work directly in the field or at customer locations and applies to industries providing complex products or services that require on-site expertise. The primary goal of field service is to ensure customer satisfaction by promptly addressing issues, maintaining equipment, and providing necessary assistance.  

Salesforce Field Service Lightning (FSL) is a powerful feature within the Salesforce ecosystem that optimizes your field service operations. It manages work orders, scheduling, and mobile staff, streamlining your service operations and improving customer satisfaction.

Boost efficiency with FSL:

31% improvement in resolving issues on the first visit
32% boost in productivity for mobile workers
26% reduction in truck deployments, contributing to lower carbon emissions
27% reduction in training time for new employees

Top 8 Benefits of using Salesforce Field Service Lightning (FSL)

1. No More Paperwork Hassles

With field service lightning, your technicians can say goodbye to mountains of paperwork and Excel spreadsheets and hello to streamlined digital workflows. No more filling out forms with messy handwriting or struggling to find lost work orders. Your technicians will thank you for not sending them on wild goose chases anymore!

2. Be the hero = Keep Customers Happy

With FSL, you can track your service performance and customer satisfaction, and get insights to improve your service delivery. So, you can keep your customers happy, solve their problems quickly and efficiently and keep customers coming back.  

3. Make More Money

Salesforce field service lightning helps you optimize your field service operations, which means you can take on more jobs, complete them faster, and get paid sooner. It’s a win-win for your business and your wallet!  

4. Real-Time Communication & Access to Information

Salesforce FSL provides real-time communication between your dispatchers, technicians, and customers, so everyone is on the same page. No more missed appointments or angry customers!  

5. Seamless Integration

FSL integrates with Salesforce, so you can manage your field service operations and customer relationships on the same platform. It’s like having a personal assistant for your entire business!  

6. Mobile-Friendly

Field service lightning Salesforce is mobile-friendly, which means your technicians can access work orders, customer information, and other essential data from anywhere, at any time. They can even check their social media during breaks! 

7. Customizable Workflows

FSL allows you to customize your workflows to match your business processes, so you can tailor your service delivery to your unique needs. It’s like having a bespoke suit for your field service operations!  

8. Improve Decision-Making

Salesforce field service lightning provides real-time analytics and insights, so you can make informed decisions about your field service operations. You have real-time access to information about service requests, work orders, and inventory levels, which gives you the ability to track key performance indicators, identify trends, etc.  

Maximize Field Service functionalities with AI

Want to know the best part?

Salesforce Field Service uses the power of AI tools to handle your admin tasks. Here are the advantages you’ll gain: