Field service Lightning
Field service Lightning
Field service Lightning
The Challenge
The field service team of a Healthcare company that provides medical equipment to hospitals and clinics across the globe was facing several challenges in managing the service requests and maintenance of equipment while using Siebel. The manual process of scheduling, dispatching, and tracking technicians was time-consuming and error-prone, resulting in delays in resolving customer issues and higher operational costs
Solutions
- Our team was the core part of the team that implemented Salesforce Field Service Lightning to streamline their field service operations. The platform's features such as scheduling and dispatching, mobile access, and real-time collaboration helped the company's field service team to improve the quality of service and customer satisfaction.
- With Field Service Lightning, the company was able to create a single source of truth for all customer data and service requests. The platform's scheduling and dispatching features enabled the company to assign the right technician with the required skills and experience to each service request, resulting in faster resolution times and improved customer satisfaction.
- Field Service Lightning's mobile access feature allowed the technicians to access all the information they needed on the go, including customer details, equipment information, service history, and service manuals. This improved the efficiency of their work and enabled them to provide better service to customers.
- The platform's real time collaboration feature allowed the company's field service team to communicate with each other and with customers in real-time, enabling faster problem resolution and reducing downtime for equipment.
Result
With Salesforce Field Service Lightning, the company was able to improve its operational efficiency, reduce service resolution time, and improve customer satisfaction. The platform helped the company to achieve the following results:
- 35% reduction in service resolution time
- 25% increase in technician utilization
- 20% improvement in first-time fix rate
- 15% increase in customer satisfaction score
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