The typical challenges of field service

We often help our customers with challenges such as the following.

• Many unnecessary customer visits and missed opportunities due to lack of information. The aim of field service must be to resolve issues as quickly and as effortlessly as possible. This is an attainable goal when all the necessary information is accessible in the field. This information can be provided to the maintenance professional through Salesforce. It is also possible during visits to identify customer needs and notice additional sales opportunities. At the same time, the sales department can be kept aware of all the maintenance performed for the customer.
• There are so many moving parts involved in field service that it is difficult to keep track of the overall picture. Managing field service can sometimes be like playing chess – you need to be able to think ahead in moving the pieces. Work management is made significantly easier when efficient tools and automation are available for planning routes, deciding the order of operations and prioritizing tasks.
• Breakdowns in equipment can be so costly for customers that problems need to be fixed at lightning speed. The same rules apply to field service as to customer service. You are already late when the customer has contacted you because of a breakdown. The goal of proactive and predictive field service is to notice problems even before they become serious. In most cases, devices do not break down out of the blue. It is possible to detect future problems in good time, for example with the aid of IoT sensors.