The Benefits of Field Service and Salesforce Service Cloud for the Built Environment Industry

Streamline Your Operations and Improve Customer Satisfaction

One of the biggest challenges that companies in the built environment industry face is managing cost, or: how to do more with less? The surging prices of everything from building materials, through maintenance equipment and personnel, requires companies in this industry to have to look for ways to cut down on costs.
There are different things that such companies can do, such as adopting technologies that enable to automate and monitor different aspects of the built environment, or upgrading lighting and HVAC systems to energy-efficient ones, thus reducing energy consumption and the cost of utility bills.

Salesforce Field Service and Service Cloud, can help support additional cost savings measures, including:

  • Managing and scheduling field service operations

    With multiple projects happening simultaneously and a large number of field technicians, it can be difficult to ensure that the right people are in the right place at the right time. Salesforce Field Service can help with this by providing a centralized platform for scheduling and dispatching field technicians. This allows managers to easily see which technicians are available, where they are located, and what their skill levels are. This can help them make more informed decisions about who to assign to specific jobs, which can lead to more efficient and effective operations.

  • Optimizing the field service schedule

    Going beyond just viewing the schedule and making informed decisions, Salesforce Field Service includes a schedule optimization engine, that can create an optimal schedule, enabling an increase of resource utilization (handling the same amount of work you have, with less people) and increase customer satisfaction (by ensuring field personnel are always on time, a technician with the right skills is scheduled, etc.).

  • Outsourcing Work

    Salesforce Field Service enables you to manage a schedule of both internal and external resources. This allows companies to identify areas where outsourcing can be more cost-effective than maintaining an in-house team (e.g., providing a certain type of service in remote areas), and engage with the relevant suppliers, while still having a unified view of the complete resources’ schedule, in one place.

  • Asset Tracking

    By tracking the location and condition of assets, such as equipment, furniture and fixtures, facility managers can avoid unnecessary purchases and reduce waste. By tracking asset details and status, also makes it easier to understand what preventative maintenance activities should be scheduled, for better maintenance of the assets.

  • Initiating and managing Preventative Maintenance

    Salesforce Field Service enables your organization to define the required amount and frequency of preventative maintenance. For example: service equipment twice a year, or after it has been used for 500 hours.

  • Automating Tasks

    Salesforce Service Cloud allows you to automate routine tasks, thus reducing labor costs and freeing up time of the field personnel

Another pain point that companies in the built environment industry face is talent management: recruiting and retaining skilled workers. This is translated to shortage of qualified personnel, which can impact the quality of service provided to customers.

Salesforce Field Service and Service Cloud offer a few tools that can help your company overcome these challenges:

  • Salesforce Field Service helps you manage and optimize the schedule, enabling you to handle the same workload, with less field personnel.

  • Knowledge Management

    Salesforce Service Cloud helps you make knowledge captured for handling of specific types of issues, or types of equipment, available to field personnel.

  • VRA

    Virtual Remote Assistance capabilities enable you to have one experienced savvy professional sitting in the back office, supporting multiple new and less experienced field personnel. The field technician can show the back office person the equipment they are working on, and get their advise on how to resolve the issue at hand.

Additional Salesforce capabilities, such as Experience Cloud, and Chat, can be utilized for providing customers with self-service capabilities. This enables organizations to expose to their customers information that will solve the most common issues, thus reducing the number of calls that reach the support center and the number of truck rolls. This can substantially affect the organizations bottom line.

In addition to addressing these pain points, Salesforce Service Cloud can also provide a number of benefits for companies in the built environment industry. One of the biggest benefits is improved customer satisfaction. By providing a centralized platform for managing customer interactions and field service operations, companies can respond more quickly and effectively to customer inquiries, complaints, and feedback. This can lead to happier customers and more repeat business.

In conclusion, Salesforce Field Service and Service Cloud can be a powerful tools for companies in the built environment industry. By addressing pain points such as cost reduction, and talent management, and providing benefits such as improved customer satisfaction and increased efficiency and productivity, it can help companies streamline their operations and improve their bottom line.

 

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