The fourth industrial revolution is bringing a lot of changes in a lot of different areas and across a wide variety of fields. In particular, big changes are being made in the world of customer service and customer experience. It’s pretty hard to ignore, too. According to the State of the Consumer report conducted by Salesforce, “… 79% of consumers (and 83% of business buyers) say it’s very important to be immediately routed to the agent most knowledgeable about their issue. More than half (52%) of consumers are likely to switch brands if a company doesn’t make an effort to personalize communications to them as an individual.” The numbers speak for themselves, and they are pretty astronomical.
Why is this important?
So, what does this mean for businesses? How can C-suite executives and business leaders leverage this information to streamline effectiveness and curate the correct brand image? Enter Salesforce Field Service Lightning (or FSL). Salesforce debuted FSL in February 2016, and it has been a game changer.
What is FSL, anyway?
Not familiar with it? No worries. Let’s break it down. FSL lives on top of the Salesforce Service Cloud platform and makes coordinating all aspects of field operations easier. For those in industries that have mobile workers, scheduling can be hectic and sometimes problematic. This is where FSL can help.
Let’s look at an example from the consumer perspective. Think of the internet service you have at home for a minute. You are home streaming your favorite TV show, when suddenly the internet crashes. Great. You cannot seem to get it to come back up on your own. The first thing you do is contact your internet provider — through a portal powered by FSL. You go online and schedule a technician to come to your house when it is convenient for you, without having to sit on hold on the phone for 20 minutes. You choose the date, the time and get a confirmation. Simple, right? You also get a confirmation that John Doe is coming out to your location and will arrive on time. He fixes your internet and, just like that, problem solved! Needless to say you are very happy with the internet provider and are now a loyal customer.
So, what can a business take away from this scenario? The internet company has now gained a loyal customer who is likely to refer their service to friends and family. The customer is happy and the business wins. The use of new technology (FSL) played a major role in the scenario as well. And according to the State of the Consumer report, “The current tech climate has created super-connected, hyper-informed customers, a majority of whom feel more empowered today than they did five years ago. The balance of power has changed hands, from sellers to buyers. Recent research shows that 70% of consumers and 82% of business buyers say technology has made it easier than ever to take their business elsewhere.” Features like mobile accessibility are important not only for consumer ease, but for field technicians, as well.
On the flip side
Let’s look at the flip side of our above scenario. Our technician, John Doe, was informed that he had a new appointment. He was able to see the details he needed about the account, the problem, and the customer before he even arrived. He was able to let them know he was on the way and could record account information from on site. He was able to resolve and close the case without ever having to sit at a desk!
FSL has truly been a game changer in the world of customer service. Adding FSL to a Service Cloud implementation allows businesses to gain a 360-degree view of their consumers. Sales teams now has access and insight into service teams, and vice-versa. Having a full picture of the consumer and cooperation between internal departments means better overall efficiency, higher retention and a better bottom line.
For more info about FSL contact [email protected]
To visit the State of the Consumer Report, click the link.
About Morgan Houtsma
Morgan is the Marketing Administrator at Statêra with strong experience working with the Salesforce platform. She is a graduate from the University of Wyoming and has a background in marketing and outreach.