Salesforce Launches Field Service Solution

Field Service Lightning leverages burgeoning interconnectivity resulting from the Internet of Things.

Aldrin Brown, Editor-in-Chief

March 15, 2016

2 Min Read
Salesforcecom headquarters headquarters.

Salesforce, a leader in customer relationship management applications, today launched its first field service solution, designed to leverage burgeoning interconnectivity resulting from the Internet of Things (IoT).

Field Service Lightning integrates seamlessly with Salesforce’s CRM, the Customer Success Platform, and draws heavily from the company’s Service Cloud and scheduling app ClickSoftware.

The new solution calls for equipping field service personnel with smartphone and tablet versions, allowing for intelligent, real-time dispatch and deployment of resources.

Also, Field Service Lightning provides field staff with the same CRM functionality available to employees working from office desktops, increasing the likelihood that customer needs will be thoroughly addressed, and creating additional opportunities for upselling.

“We are just beginning to see what customer service can look like in the era of mobile and IoT,” said Mike Milburn, senior vice president and general manager for Salesforce’s Service Cloud. “Field Service Lightning gives companies the ability to reinvent their approach to service by connecting the phone to the field on a single platform, resulting in an amazing customer experience.”

Salesforce licensed workforce management app ClickSoftware’s scheduling technology, then used the Service Cloud as a foundation for developing Field Service Lightning.

The solution means that an organization’s entire service operation can be interconnected and customer service provided more efficiently, from the time of initial contact, through the duration of the customer relationship.

“Field service operations remain a bastion of antiquated systems in many organizations,” said Mary Wardley, vice president for CRM applications and software customer experience at IT firm IDC.

“With the advent of IoT and more objects becoming connected, field service will only become more complex and critical to the success of service organizations,” Wardley said. “Having a complete end-to-end view of the entire customer service experience – from purchase to installation to maintenance – will allow companies to grow customer loyalty and engagement.” 

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About the Author(s)

Aldrin Brown

Editor-in-Chief, Penton

Veteran journalist Aldrin Brown comes to Penton Technology from Empire Digital Strategies, a business-to-business consulting firm that he founded that provides e-commerce, content and social media solutions to businesses, nonprofits and other organizations seeking to create or grow their digital presence.

Previously, Brown served as the Desert Bureau Chief for City News Service in Southern California and Regional Editor for Patch, AOL's network of local news sites. At Patch, he managed a staff of journalists and more than 30 hyper-local and business news and information websites throughout California. In addition to his work in technology and business, Brown was the city editor for The Sun, a daily newspaper based in San Bernardino, CA; the college sports editor at The Tennessean, Nashville, TN; and an investigative reporter at the Orange County Register, Santa Ana, CA.


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