March 15, 2016
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).
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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